Guided Reading Exercise - CIS 211 - Management Information Systems

Independent Work Policy

On this assignment, students must work independently. Actions such as directly collaborating with students currently enrolled in the class, referring to the work students formerly enrolled in the class, and using other people to complete the assignment are all examples of violations of this policy. Students should use the instructor for any questions about completing the assignment.

Academic Integrity

Students who choose to violate the independent work policy must cite the use of other people's work by including the names of those people in a conspicuous location. By providing citations, students avoid violating the Elon Honor Code. Students who both violate the independent work policy and fail to cite the names of contributors are subject to the Elon University Academic Integrity Policy.

Format

Students must write their answers on exactly one sheet of standard letter paper (8.5 inches by 11 inches, as found in all Elon campus printers). It is recommended but not required that students use word processing software to print their work.

Directions

Respond to the following items by reading the following material of the Baltzan textbook:

  1. Locate the definition of CRM in the textbook, then browse the Web for a source that you find credible that also defines CRM. Provide both definitions (cite your Web source). Do they conflict or are they similar?
  2. RFM is information about a customer. What data does an organization need to store in order to create RFM information?
  3. Provide a brief description of Web site personalization that you have experienced. If you have not experienced personalization, explain the concept to a friend and ask the friend to describe their experience.
  4. Provide your initial reaction to call centers detecting caller emotion (described on p. 422).
  5. Organizations often give surveys to customers. You have probably been asked to respond to a survey after visiting a department store like Target or Walmart or a fast food restaurant. Have you ever responded to a survey? How many people do you think respond to those surveys? Can companies use the data collected from surveys to confidently create information about their customers?

Delivery

Students must submit their work in person and immediately at the beginning of class on the due date listed. Students may not submit their work electronically and may not have other students submit their work. Late work will not be accepted. Students are advised to print their work prior to their arrival in the classroom.