Assessment 2: Team and organisational communications plan
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Due date: Sunday of Week 7, 11:59pm (Melbourne Time)
Weighting: 30%
Word limit: 1,500 Words (+/-10%)
Assessment type: Report
Group or individual assessment: Individual
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Overview
This assessment draws on what you have learned in weeks 5–7 and uses the
“time machine” method to analyse a customer service failure that is the result of
a poor customer and/or stakeholder management. The focus is on the production
of strategies to better negotiate with stakeholders and to improve stakeholder
alignment based on a clear understanding of the stakeholders.
You will be required to develop a clear understanding of different stakeholder
types and levels and produce effective and appropriate stakeholder alignment,
engagement, and negotiation strategies.
You will evaluate the effectiveness of communication strategies and stakeholder
management approaches, then design a communications plan to implement the
strategies.
Purpose
This is a review project of the kind undertaken by a CSM leader to improve future
customer engagement and success. This analysis can be used by a Customer
Success Manager (CSM) to understand what has gone wrong with a failure and
put in place strategies to prevent the issue happening again. This analysis can
also be used to give recommendations for future stakeholder engagement and
communications.
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What do you need to deliver?
• 1 Report
Tools
• Microsoft Word or similar
Course learning outcomes
This assessment is linked to the following course learning outcomes:
CLO 1 Evaluate the effectiveness of various customer relationship building
strategies to identify
approaches that drive increased customer retention and revenue
CLO 2 Analyse the effectiveness of the role of self, team and organisation in
building sustainable
customer relationships
CLO 3 Exercise various communication and negotiation methods and approaches
to build engaged
customer relationships
Marking criteria
This assessment will measure your ability to:
• describe a failed initiative and evaluate the effectiveness of communication
strategies and
stakeholder management approaches (5 pts)
• develop strategies to improve stakeholder alignment, customer engagement,
and plans for
negotiation with different stakeholders (15 pts)
• create and justify a communications plan to implement the engagement and
negotiation
strategies to various customers and/or stakeholders (5 pts)
• conduct research and referencing (5 pts)
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Assessment details
This assessment will require you to understand the role of self, team and
organisation in building effective stakeholder management and exercise various
communication and negotiation approaches.
You will analyse a customer service failure or failed initiative resulting from poor
customer or stakeholder management. You can choose something from your
workplace if appropriate.
You will need to demonstrate your ability to create effective strategies and
devise a well-aligned communications plan.
To complete this assessment, you need to:
• choose a customer service failure or failed initiative resulting from poor
customer or
stakeholder management, like the ones detailed in Task 5.3.2.
• create strategies to prevent a re-occurrence
• construct a communications plan to implement the strategies
Target audience
The target audience for the report is the customer success team (and other
internal stakeholders) at
the organisation you have chosen.
Recommended length and structure
Your report will be 1,500 words (+/-10%). It should include the following sections:
1. Background: Briefly describe the failure (250 words), the description must
provide context for the stakeholder alignment strategies and communications
plan.
2. Strategies: Produce four strategies to better negotiate with different
stakeholders, and/or improve stakeholder alignment and/or customer
engagement to prevent future failures (250
words per strategy)
3. Communications plan: Create a communications plan to communicate the
above strategies to your team, organisation and stakeholder(s), the plan will be
presented as a table (250
words).
Required references
There is no set number of references you should be utilising in this report.
However, you should cite
the source of all information you are using, both the information about the
company and the sources
for the concepts from the course used in your analysis.
Referencing guidelines
Use Harvard referencing style for this assessment. You must acknowledge all the
sources of
information you have used in your assessments.
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