Q1.

Integrating new technological developments into an existing CRM system can be a complex process, but
it can be accomplished with careful planning and execution. Here are some steps that can be taken to
ensure a systematic integration:

Evaluate the existing CRM system: It's critical to assess the present CRM system and determine its
strengths and limitations before adopting new technology. This assessment can be used as a guide when
integrating new technologies and to identify any gaps that need to be filled.

Identify the desired features: After evaluating the existing system, identify the desired features that
need to be added to improve the CRM system. This will help in narrowing down the choices while
selecting the new technologies to be integrated.

Research new technologies: Find the most appropriate technical advancements for your company by
researching recent advancements in the CRM sector. It is crucial to make sure the new technologies can
seamlessly integrate with the current system and are compatible with it.

Develop a roadmap: Develop a detailed roadmap for the integration process. This should include
timelines, milestones, and the resources required for each stage of the integration.

Communicate with stakeholders: Communication is critical during the integration process. Ensure that
all stakeholders, including employees, customers, and partners, are informed about the changes and are
provided with the necessary training and support.

Test and evaluate: Test the integrated system thoroughly before launching it. This will help in
identifying any issues and ensuring that the system is functioning as expected. Regular evaluation and
monitoring of the system can also help in identifying areas that need improvement.

Continuous improvement: CRM integration is a constant process, therefore it's crucial to keep track of
the system and spot potential areas for development. The system may stay current and meet changing
business needs with regular upgrades and maintenance, which can benefit.

By following these steps, a systematic integration between the future of CRM, best practices, and
internal systems and processes can be achieved.

Q2.

To begin with, it is important to understand that customer relationship management (CRM) is not just
about software or tools, but a comprehensive approach to building and maintaining strong relationships
with customers. This is particularly crucial in a highly fragmented marketplace, such as the air
conditioning industry, where there are many players competing for customers' attention and loyalty.
Here are some key reasons why a strong CRM strategy is essential for your air conditioner business:

Understanding customer needs and preferences - Collecting and analyzing customer data such as
purchase history, preferences and feedback provides valuable insight into customer needs and
preferences. This improves customer satisfaction and retention as products and services can be tailored
to specific needs.

Building long-term relationships - By staying in touch with customers, providing personalized service and
support, and responding quickly to their concerns, we build lasting relationships based on trust and
mutual respect. This helps you retain customers and increase their lifetime value.

Upselling and cross-selling opportunities - By leveraging your customer data, you can identify
opportunities to upsell and cross-sell your products and services. This can increase your revenue per
customer and help you grow your business.

Improving marketing effectiveness - By understanding your customers' needs and preferences, you can
create targeted marketing campaigns to more effectively drive sales and engagement. This allows you to
maximize your marketing ROI and reduce your customer acquisition costs.

In conclusion, a strong CRM strategy is essential for your air conditioner business to succeed in a highly
fragmented marketplace. By understanding your customers' needs and preferences, building long-term
relationships, identifying upselling and cross-selling opportunities, and improving your marketing
effectiveness, you can drive sales, increase customer satisfaction, and grow your business.

Q3(A)

Create an incentive program: Offer rewards or discounts to students who refer their friends and family
to the coaching centre. For example, Ravi could offer a free class or a discount on the tuition fee for
every successful referral. This will encourage students to spread the word about the coaching centre and
bring in more students.

Provide exceptional service: Make sure that the coaching centre provides high-quality service to its
students. This will encourage them to recommend the coaching centre to others. Providing excellent
teaching and learning facilities, personalized attention, and timely feedback will help to ensure that
students are satisfied with their experience and will refer others to the coaching centre.

Build a referral program: Create a referral program that outlines the rewards and benefits of referring
new students. Provide students with marketing materials such as brochures, flyers, or social media posts
that they can use to promote the coaching centre. This will make it easy for them to share information
about the coaching centre with others.

Leverage social media: Use social media platforms such as Facebook, Instagram, and LinkedIn to
promote the coaching centre and encourage referrals. Share success stories of students who have
achieved their goals after attending the coaching centre. This will help to build credibility and encourage
others to enroll.
Create a community: Build a community of students, alumni, and faculty who can support and
encourage each other. Organize events, seminars, or workshops where students can meet and interact
with each other. This will help to create a sense of belonging and foster loyalty to the coaching centre.

In terms of designing a reward system, Ravi could consider the following:

Offer a tangible reward: Provide students with a discount on tuition fees, a gift card, or a cash reward
for every successful referral they make.

Offer a tiered reward system: Increase the reward for students who make multiple referrals. For
example, offer a higher discount or cash reward for every third or fifth successful referral.

Offer a group reward: Offer a reward to a group of students who make successful referrals. For
example, offer a group discount on tuition fees or a free workshop for the entire group.

Overall, building a reference-based mechanism requires a focus on providing exceptional service,

building a community, and creating a strong referral program with tangible rewards. By doing so, Ravi
can increase enrollment at his coaching centre and compete with the bigger players in the market.

Q3(B)

To measure the success of Ravi's reference-based mechanism initiative, we can use the following
evaluation criteria:

Increase in student enrollment: One of the primary goals of the reference-based mechanism is to
increase student enrollment. We can measure the success of this initiative by tracking the number of
new students who enroll in the coaching centre over time. If the number of new enrollments increases
significantly after implementing the reference-based mechanism, it would indicate a successful initiative.

Referral rate: The referral rate is the percentage of students who refer their friends and family to the
coaching centre. We can measure the success of the reference-based mechanism by tracking the
referral rate over time. If the referral rate increases after implementing the reference-based mechanism,
it would indicate a successful initiative.

Cost-effectiveness: It is important to evaluate the cost-effectiveness of the reference-based mechanism

initiative. We can calculate the cost per acquisition for each new student that enrolls through the
reference-based mechanism. If the cost per acquisition is lower than the cost of other marketing
channels, such as advertising or events, it would indicate a successful initiative.

Student satisfaction: We can measure the satisfaction of students who enrolled through the reference-
based mechanism by conducting surveys or gathering feedback from them. If students who enrolled
through the reference-based mechanism are highly satisfied with the coaching centre, it would indicate
a successful initiative.
Repeat referral rate: To evaluate the sustainability of the reference-based mechanism, we can track the
repeat referral rate. If students who enrolled through the reference-based mechanism continue to refer
their friends and family over time, it would indicate a successful and sustainable initiative.

Overall, by using these evaluation criteria, we can determine the success of the reference-based
mechanism initiative and make any necessary adjustments to improve its effectiveness.