User Experience & CRM in Digital Marketing | Assignment Q&A

QUESTION ONE              [30]

1.1 Explain the concept of User Experience (UX) in digital marketing. Discuss the key components that contribute to a positive UX and their impact on consumer behaviour. Use relevant examples to support your discussion.                       (10)

1.2. Discuss the responsibilities of UX designers and how their roles influence the effectiveness of a digital marketing campaign. How does Agile methodology improve UX design?     (10)

1.3 Analyse the role of user context in UX design and how businesses can optimize their digital presence to enhance user experience across multiple devices. Provide examples of companies that have successfully adapted their UX for different user contexts.                       (10)

QUESTION TWO                                                                                                                                               [40]

• Differentiate between Customer Relationship Management (CRM) and Customer Retention Strategies. How do these two concepts work together in a successful digital marketing strategy?                                                                                                                                    (10)
  • Explain how predictive analytics enhances CRM strategies in digital marketing. Provide examples of predictive modelling techniques used to improve customer engagement and retention.                                                                                                                                    (10)
  • Critically discuss Social CRM and discuss how businesses use social media platforms to build customer loyalty. Illustrate your answer with case studies or examples.                                                                                                                                   (10)
  • Find a website on the internet that uses a live chat functionality. State the full address of the website and provide a screenshot of the working live chat functionality. Critically evaluate the effectiveness of the live chat functionality   (10)

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Marketing Assignment Answers: Experts Answer on Above Digital Marketing Questions

UX in digital marketing
The concept of UX in digital marketing indicates the ways in which users interact with a digital product which can be a website or an application. The key components include the usability, aesthetics, mobile responsiveness etc. The impact includes positive trust on the UX and increasing customer conversions. This can be identified from the example of Amazon’s one click checkout which results in higher sales.
UX designer’s responsibility
The responsibility of a UX designer is to perform adequate user research, create a prototype, and improve the usability. A good UX is useful in boosting engagement and enhancing the effectiveness of the entire campaign. The agile benefit includes faster improvement and better alignment with user requirements.
Role of user context in UX
The role of user is also significant as the device type, location and intent are crucial when interacting with digital platforms. The optimization requires responsive design and location based personalization for better User experience. The example can be that of Uber which has a location based UX design.
CRM vs retention strategies
CRM is responsible for managing the customer data whereas retention strategies are aimed at inducing customers to come back again for further assistance. They work together to ensure long term relationships.
Predictive analysis in CRM
It is utilised with the objective of forecasting customer behaviour based on past data. The techniques for forecasting can be predictive modelling. The example can be identified from the case of Amazon which has customers also bought recommendations.
Social CRM
The customer relationship management managed through social media platforms is defined as social CRM. It is highly useful for businesses in engaging in real time bases and resolving complaints of customers. The example can be identified from Nike which uses twitter in engaging its customers.

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