Unit of competency Outline

Date retreived
23/07/2026 12:58 AM AWST

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Develop and maintain a customer engagement marketing strategy

Develop and maintain a customer engagement marketing strategy

Unit of competency
National Code
BSBCUE605
State Code
AUL06
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to develop, maintain and promote a marketing strategy in a customer engagement environment.It applies to individuals who analyse, design and execute judgements using wide ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Apply sales and marketing principles to performance
  • 1.1 Select a valid framework of sales and marketing principles for a customer contact centre
  • 1.2 Achieve consensus on sales and marketing principles with stakeholders
  • 1.3 Integrate sales and marketing principles into customer contact operating objectives and strategies
  • 1.4 Identify elements of customer engagement centre supply chains
  • 1.5 Promote engagement centre effectively to supply chain customers
2 Initiate, evaluate and maintain a marketing database system
  • 2.1 Identify appropriate marketing database fields and functions
  • 2.2 Contribute to the development and testing of a marketing database
  • 2.3 Evaluate and enhance functionality of the marketing database to best serve the marketing operation
  • 2.4 Establish effective database maintenance procedures
  • 2.5 Establish contingency planning for failure of databases and systems
3 Develop and evaluate customer service and retention strategies
  • 3.1 Identify effective aftersales support strategies
  • 3.2 Develop strategies to retain customers and to build loyalty
  • 3.3 Establish processes to facilitate aftersales support and customer retention strategies
  • 3.4 Monitor and review aftersales support and customer retention processes
  • 3.5 Adjust processes to optimise customer service and retention
4 Analyse sales and customer activity results
  • 4.1 Identify sales and service report criteria relevant to the interests of stakeholders
  • 4.2 Analyse sales and service data in relation to key performance indicators
  • 4.3 Report on performance and activity data to stakeholders in a timely manner
No information
No information
Replaces
State Code National Code Title Type
S8064 BSBCCO605B Develop and maintain a customer contact marketing strategy Unit of competency
Replaced By
State Code National Code Title Type
OCE49 BSBMKG621 Develop organisational marketing strategy Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification
AVW8 BSB61015 Advanced Diploma of Leadership and Management Qualification