Capstone – Project

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Design a detailed strategy for customer service and customer retention

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Project Synopsis

UpTop traditionally works with large property management entities and landlords and needs help better retaining and servicing their customers. They’re hoping to leverage you to explore best practices, tools, and technologies that can be used to improve their customer service, client retention, and up-sell process.

Project Topics

Account Management

Customer Service

Growth Strategy

Operations

Sales & Business Development

Software Design & Development

Company Information

CompanyUpTop
HQNew York
RevenueUnlisted
Employees10-25
StageEstablished Startup
Hiring PotentialFormal Internship, Entry Level Full-Time, Upper Level Full-Time
Websitehttp://www.liveuptop.com

Company Overview

Managing rentals is a headache. We think it's time to change that. UpTop makes residents happy. And that will make owners and operators happy. UpTop automatically handles the tedious chores, freeing up management and ownership teams to focus on what matters. Residents sign in and get what they need. Maintenance, concierge, payments, paperwork, and communication. They take care of everything in one place, which leads to increased retention.

Experiential Learning Program Details

SchoolUniversity of Notre Dame Mendoza College of Business
Engagement FormatCapstone - Small Team Consulting Project - Students work in consulting teams of 3-5 directly with faculty and client liaisons on developing real solutions to real-world challenges.
Course
LevelN/A
Students EnrolledN/A
Meeting Day & TimeN/A
Student Time Commitment4-7 Hours Per Week
Company Time Commitment2 Hours
Duration13.29 Weeks

Program Timeline

Touchpoints & Assignments Due Date Type

Key Project Milestones

  • January 29, 2020 - Explore UpTop's Website and Industry

    1. What’s a property manager?
    2. What does UpTop do?
    3. What does UpTop’s team look like?
    4. Why do customers need something like UpTop?
    5. Who are the key competitors?

    Suggested Deliverable:

    Come to class prepared for a 30-minute web conference with the company’s executive team. Please prepare a list of questions to discuss throughout that session.

  • February 19, 2020 - Enterprise Sales Customer Service and Customer Retention Market Research

    1. How does enterprise customer service differ from B2C?
    2. How does customer retention differ from customer service?
    3. Review sales funnel for enterprise vs. B2C approach?
    4. What research exists around best practices for enterprise customer retention?
    5. What key criteria are needed for successful customer retention strategy? Consider:
      1. People?
      2. Tools?
      3. Process?

    Suggested Deliverable:

    Prepare a 15-minute presentation for the company based on your insights so that the company can provide feedback.

  • March 4, 2020 - Analyze UpTop's Current Customer Service Process

    1. Who does UpTop Serve? Who are the most essential stakeholders?
    2. How are these individuals tracked? How does the company interact with them?
    3. How does the company communicate with these customers? What tools are they using?

    Suggested Deliverable:

    Prepare an in-class presentation and written Q&A for company to answer.

  • April 1, 2020 - Round 1 Recommendations: How do you suggest improving the customer retention process?

    1. How does UpTop’s customer retention strategy need to be improved?
    2. What tools would be required?
    3. What would be the cost-benefit of your proposed plan?
    4. How long would it take to implement?
    5. Who would be responsible for managing this process?

    Suggested Deliverable:

    Present your 1st round of recommendations to the client for feedback and re-focus.

  • May 6, 2020 - Implementation & Technology Recommendation

    1. What are your final recommendations regarding UpTop’s customer retention strategy?
    2. What tools would you recommend moving forward with?
    3. How would you implement this plan?
    4. How would you measure success?

    Suggested Deliverable:

    Prepare a final presentation for UpTop’s leadership team on the best way to improve their customer retention strategy.

Project Resources

There are no resources currently available

Industry Mentors

Company Admin

 

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Company Admin

 

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Academic Mentors

Instructor

Alice Obermiller

[email protected]

Instructor

 

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Assigned Students

There are currently no students assigned.