1. Customer Relationship Management (CRM) Skills and qualifications.

Customer relations managers interact with a range of people, from department directors and customer service agents to
customers. They must be personable, patient, and respectful of others

Interpersonal skills - CRMs should be good listeners and able to converse effectively with diverse personalities.
Communication skills Customer relations managers rely on effective communication skills to share their ideas, present
updates to team members, and report to upper management and stakeholders. CRMS must be able to speak and write
clearly in ways that others can understand easily. They must understand technical terms in their industry and be able to
explain these concepts to laypersons. CRMs should be familiar with the software and other equipment related to their
industry.

Technical skills -This can help them better understand workflows and communicate with employees and customers
about areas of improvement, For example, a CRM for an online learning platform should understand the basic principles
of how the software works, common user functions, and installation.

with clients as representatives of their company. They should appear and behave professionally to create positive
Leadership skills
Customer relations managers hold a supervisory position and must be able to lead teams effectively. Leadership skills
include:
Setting a positive example Being accessible to employees
Soliciting feedback from your team
Calibrating major and minor milestones Creating a supportive work environment
Setting realistic goals
Analytical skills
Customer relations managers are often responsible for observing current policies and procedures and analyzing their
effectiveness. They must develop solutions to company issues and find effective ways to provide a positive experience for
customers while considering staffing and budgetary constraints.
Professionalism
Customer relations managers may visit various officers and reflect on their organization.
Building and maintaining profitable relationships with key customers. Overseeing the relationship with customers
handled by your team.
Resolving customer complaints quickly and efficiently.
Keeping customers updated on the latest products to increase sales.
Meeting with managers in the organization to plan strategically. Expanding the customer base by upselling and cross-
selling. Understanding key customer individual needs and addressing these. Conducting business reviews using CRM
programs. Knowing your competition and strategizing accordingly.

.2. CRM duties and responsibilities

Building and maintaining profitable relationships with key customers. Overseeing the relationship with customers
handled by your team.
Resolving customer complaints quickly and efficiently.
Keeping customers updated on the latest products to increase sales.
Meeting with managers in the organization to plan strategically.
Expanding the customer base by upselling and cross-selling. Understanding key customer individual needs and
addressing these.
Conducting business reviews using CRM programs. Knowing your competition and strategizing accordingly.

3. CRM, give the Advantages? Features? objective? Strategies? and Benefits?

CRM advantages
The advantages of a customer relationship management system extend beyond running a business and its closely related
relationships. Ideally, a CRM system should help your business improve its relationship with existing customers, find new
customers, and win back former customers. This system is integrated into a software system that facilitates the
collection, organization, and management of the customer’s information. A CRM system can be beneficial to both small
and large-scale businesses as long as it is implemented appropriately. This guide outlines the major advantages of
customer relationship management to expect upon installation of the software.
It’s Features & objectives; CRM Benefits
Implementing a CRM system is well worth the time and effort it takes to get started. Here are just a few of the benefits
your business will see with a CRM implementation.
1. Customer Service and Retention
One of the main benefits of CRM is improved relationships with your customers. A CRM system manages all your
business contacts and stores important information about them across all channels, including demographics, purchase
history, and previous communications.
Additionally, a CRM system makes it easy for anyone in your company to access this Information. Each interaction
between a team member from your company and a customer is an opportunity to boost customer satisfaction. A CRM
system makes it all possible. Great customer service builds customer loyalty. High customer turnover is never good for
your business and can harm everything from sales to brand reputation. A CEM can improve your customer service,
thereby building customer loyalty. It can automate customer support, track behavior, and even provide sentiment
analysis. All of these features will help you identify and address issues before they become problems. Using a CRM to
improve overall customer service will keep your customers coming back.
2. Increased Sales
When customers keep coming back, your sales will keep increasing. CRMs help you build your sales pipeline by
streamlining the sales process and automating the main tasks. It allows you to analyze all of your sales data and store it
in one centralized place, which can be accessed by anyone who needs it. This capability will help your business set up a
step-by-step sales process that your employees can adapt as needed.
3. Analytics
Analytics are essential to understanding customer behavior. There is plenty of customer data to collect, but do you and
your employees understand what it means and how to use it? It can and should be used to optimize your business, CRM
systems will have built-in analytics that
CRM purpose? Strategy?
The purpose of customer relationship management (CRM) cannot be dwindled to just one because there are several
reasons why a business would want to implement a CRM system. That said, perhaps the most obvious purpose of
customer relationship management is to help a business keep customers. Along with that, it helps the business
understand what it needs to do to get more customers. Another main purpose of customer relationship management is
to reduce costs by managing costly complaints and finding out what services are useless for customers. This also can help
a company figure out if its product is working and, ultimately, increases profit.
When it comes to using a CRM system, the prime reason is to log and manage customer relationships. These systems
allow administrators to list new customers and include services that each customer should receive, as well as
opportunities to make the customer spend more money. This also ensures that employees are doing all they can to make
the customer happy within the policies of the company. By managing the relationship, the company can keep the
customer loyal to the company’s brand A Customer Relationship Management strategy is a plan to grow sales and
improve customer service through a combination of processes, actions, and technology. It typically involves the sales,
marketing, and customer support functions.

4. Define Customer Relationship in Marketing.

Customer relationship marketing is a product marketing strategy that companies use to center their business and
product marketing efforts around customer relationships, customer needs, and customer loyalty. The approach focuses
on using customer feedback and data to optimize product marketing.

5. What is a marketing plan?

A marketing plan may be part of an overall business plan. A solid marketing strategy is the foundation of a well-written
marketing plan so that goals may be achieved. While a marketing plan contains a list of actions, without a sound
strategic foundation, it is of little use to a business.
Targeting and Positioning
You should aim to sell to the market segments that will be most profitable for your business. It is important that your
product offering meets the needs of your chosen target market. See target your most profitable customers and define
your target market.

6. The Key Elements of Marketing Plan.

*Executive Summary- Gives an overview of the key elements of the ” marketing plan, with a specific focus on product,
pricing, promotion, and placement. It describes the offering the company Is making in the marketing plan which also
includes people (staff), process (of providing a service), physical evidence (which makes the service more tangible to
potential customers), and philosophy (whereby the product reflects the philosophy of the organization).
*Situation analysis- examines all the aspects that may impact sales of a specific company. It looks at both the macro-
environmental factors that affect many firms within the environment and the micro-environmental factors that
specifically affect the firm. The purpose of the situation analysis Is to indicate the organizational and product position of
the company, as well as the overall survival of the business within the environment.
*Goals- A good strategy always starts with goals. When you have a clear idea about where you want to go, it’’ easier to
get there. These key goals – that align with your company’s Initiatives – will give guidance to the rest of the things you’d
like to accomplish throughout the year. So begin your marketing strategy by outlining what you would like to accomplish
this year.
*Build brand awareness, Increase sales, Expand into a new market, Increase profit, Target new customers, Develop
brand affinity and loyalty, Grow digital presence, Launch new products or services, and Grow market share.
*Marketing Strategy- For businesses to win market share and stay relevant they need to consider many types of
marketing strategies. Each marketing strategy can communicate to a target market the benefits and features of a
product. Marketing strategies can also communicate an overall value to their customers. In many cases, this is the core of
building equity or goodwill In your target markets. Apple, for ” example, has invested In creating commercials for
television, billboards, and magazines that showcase their products in such a way that their customers feel an affinity
towards Apple’s products.
*Budget- Next, focus on the Investment you would like to make In your marketing. As you set your marketing budget,
consider a few factors.
*Brand Messaging- is the heartbeat of marketing. Creating Intelligent, educated content helps” you build a solid
relationship with your prospects, and can help turn your prospects Into happy customers – and is something that should
be key to your marketing plan.
*Mission statement, Brand promise, Tone and voice, Unique selling propositions, Key terms
Consider the three perspectives that matter to your brand.
Customer Perspective- What you present to potential buyers, clients, and customers.
Internal Perspective- What you present to your Internal team, and what drives their work.
Market Perspective- What differentiates your offerings and makes you stand out in your industry?
*Target Audience- Define your target audience’s demographic and psychographic characteristics as they relate to: Age,
Location, Occupation, Marital or family status, Gender, Ethnic background, Income level, Education level, Personality,
Lifestyle, Behavior, Worldview, Attitudes, Values, Interests and hobbies. Knowing specifics about what makes a great
customer for your company Is a great place to start when figuring out who your marketing efforts should be targeting.
Ideal customer profiles usually include firmographic and demographic Information like company size, Industry, and
common buyer titles. Knowing your customers allows you to communicate better with them, ultimately boosting
retention rates and the opportunity for upsell and cross-sell.
*Marketing Tactics- provides the overall picture of how the stated goals are to be met. The tactical program gets down to
specifics. It details the day-to-day activities in the major marketing areas that will be performed to fulfill the strategy and
achieve the stated goals.
*Implementation- involves presenting an action plan that lists the specific actions that need to be taken to reach the
goal of the marketing plan. It also lists which department or person in the organization is responsible for acting. Make a
calendar with important milestones. Creating a strict calendar for the coming year can be tricky, so it’s best to schedule
out what you can, but be ready to roll with the punches. Start with the major things, like new product launches,
upcoming announcements, or events you know you’ll be attending this year. Identify all the assets you’ll need such as
emails, press releases, or supporting content. From there, you can make a workback plan to facilitate manageable lead
times. If one of your goals is to create a major asset for each quarter, start scheduling out drafts and factor in time for
editing and revisions.
*Exhibits- will appear at the end of your marketing plan and will provide the details that back up what you stated in the
main part of your marketing plan.

7. Give 5'p of Marketing Mix and it's functions

*. Product - The product element refers to the item or service that a company offers to its customers. It includes the
physical product, packaging, branding, design, quality, features, and benefits. The goal is to create a product that meets
the needs and wants of the target market, and offers unique value that sets it apart from competitors.
Place - The place refers to the location where customers can purchase the product or service and how they’ll access it. It
includes distribution channels, logistics, market coverage, and levels of service. You want to ensure that the product is
easily accessible and available at the right time and place, for the right people. So, this is a critical principle to think
through.
Price - The price component indicates the amount that customers pay for the product or service. It comprehends the
cost of goods, profit margins, pricing strategy, discounts, and promotional offers. The marketing strategy should set a
price that is competitive and reflects the value of the product, while also aligning with the business profit goals. Pricing
affects how your goods are perceived by consumers and can impact your brand’s reputation as affordable or lux.
Promotion - Promotion refers to the various marketing tactics that a company uses to promote its products or services. It
includes advertising, sales promotions, public relations, personal selling, and digital marketing. The goal is to create
awareness and interest in the product and persuade customers to make a purchase. It is one step further to closing a
deal and selling your product.
People - Lastly, but not less important, the people element is about the individuals who are involved in the production,
distribution, and consumption of the product or service. It includes employees, customers, suppliers, and partners.
Businesses and brands don’t run by themselves. You must create a positive relationship between the company and its
stakeholders, and ensure that everyone’s needs and wants are being met.

8. Give and define the Market Segmentation.

Market Segmentation- is a technique you can use to divide your customer base into subgroups based on shared
characteristics, such as age, income, hobbies, and location. Segmentation aims to tailor marketing efforts to your ideal
customer profile (ICP), i.e. the customers most likely to buy your product or service.

Bases of Market Segmentation

*Demographic segmentation- divides people based on their age, income, education level, and occupation. Some
examples of companies that use demographic market segmentation include insurance providers, healthcare companies,
and banks. Demographic segmentation enhances product value by allowing a product to mean something more to
customers. It can make a product more personal to the target group.

*Psychographic segmentation- divides people based on their values, attitudes, and interests. Some examples of
companies that use psychographic market segmentation include car manufacturers, clothing retailers, and political
campaigners. This segmentation strategy focuses on an individual’s psychological and emotional needs and motivators.
It may sound complicated to uncover, but tools are available to help you learn what customers use your solution for.
Techniques like market research, focus groups, and surveys can help you better understand your target audience.

*Behavioral segmentation- marketers focus on consumers’ behaviors and characteristics — how they spend their time,
hobbies, personality types, etc. Marketers who follow a behavioral-based segmentation strategy use existing data to
create profiles of groups that exhibit commonalities within specific markets. Marketers then target these groups with
products and services that appeal to their interests and needs. Behavioral segmentation divides people based on their
buying habits and brand loyalty. Some examples of companies that use behavioral segmentation include supermarkets,
hotels, and fast-food restaurants.

*Geographic segmentation- divides people based on where they live, while firmographic segmentation divides people
based on their work. If you’re an international company or plan to expand someday, understanding different customer
habits and preferences related to specific geographic regions is a crucial part of your role.

*Firmographic segmentation- is data that describes a business, including where it’s located, its legal structure, whether
it’s privately or publicly owned, how many employees it has, and so on. Firmographic segments are typically stable unless
there’s a significant change within a company such as a merger, acquisition, or bankruptcy.

9. Give the Marketing Concept in Philosophy

*. The marketing concept is the philosophy that firms should analyze the needs of their customers and then make
decisions to satisfy those needs, better than the competition. Today most firms have adopted the marketing concept, but
this has not always been the case.

10. What is a SWOT analysis?

*A SWOT analysis is an incredibly simple, yet powerful tool to help you develop your business strategy, whether you’re
building a startup or guiding an existing company. It Stands for Strengths, Weaknesses, Opportunities, and Threats.
*Strengths and weaknesses are internal to your company—things that you have some control over and can change.
Examples include who is on your team, your patents and intellectual property, and your location.
*Opportunities and threats are external—things that are going on outside your company, in the larger market. You can
take advantage of opportunities and protect against threats, but you can’t change them. Examples include competitors,
prices of raw materials, and customer shopping trends.
- A SWOT analysis organizes your top strengths, weaknesses, opportunities, and threats into an organized list and is
usually presented in a simple two-by-two grid.