Apatan, Jelyn G.

BSOA-2A

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

*. Communication skills - Effective communication enables businesses to communicate effectively with

customers. It involves the use of a variety of channels, including phone, email, and social media.
Communication skills can involve the ability to: Convey information clearly o Listen actively to
customers or Respond to customer inquiries in a timely and professional manner.

Critical thinking skills - Managing customer issues and complaints quickly and effectively is an important
CRM skill. This involves being able to: Identify the root cause of the problem or Produce creative
solutions or Convey these solutions to the customer.

Empathy - Empathy is the ability to understand and relate to the needs and feelings of others. In the
context of CRM, empathy is important because it allows businesses to understand the perspective of
their customers better. They can then tailor their interactions to meet the needs and preferences of the
customers.

People skills - People skills enable people to effectively communicate and interact with others. In the
context of CRM, people skills facilitate businesses to build rapport and establish trust with customers.
This involves skills such as active listening, building relationships, and managing demanding situations in
calm and professional way.

Adaptability - Adaptability is the ability to adapt to new situations and environments. It is important in
CRM because it allows businesses to respond to the changing needs and preferences of customers. This
involves being: Flexible in your approach to customer interactions or Open to trying new strategies and
technologies to improve the customer experience.

Technical skills - It is important to have knowledge and skill in various software and equipment to
improve customer relationships. You can use your technical skills to: Find new customers o Understand
their requirements Provide timely customer support. Develop business relationships with colleagues,
suppliers, and customers.

2. CRM duties and responsibilities

*. The customer relationship manager duties are as follows: Implement customer analysis to identify
trends and opportunities to generate revenue. Create positive relationships with new clients to help
build the customer base. Monitor and maintain customer satisfaction ratings.

3. CRM ,give the Advantages? Features? objective? Strategies? and Benefits? **(answers it accdg to
questions)

*. The advantage of CRM is Data organised and presented by a CRM platform leads to a better
understanding of customers. This leads to better messaging and outreach, much of which can be done
with automation, which helps you offer better, more efficient customer service. Furthermore, your
teams can collaborate more easily and reduce siloes. The feature is lets your agents follow customers
along the entire sales pipeline and see when more engagement is needed. And because customer
relationship management automates many of the repetitive tasks required for daily workflow, your
salespeople have more time to engage with customers in a productive way. The objective of CRM is to
improve the customer experience. Executing on this objective is the most sure-fire way to see positive
results across your business. When you make improved customer satisfaction the main goal for your
CRM, all other objectives work to support this goal. The strategies of CRM is a company-wide plan for
your business to enhance customer relationships, grow revenue, and ultimately increase profit using
specific actions and technology. Many people often use the term CRM (customer relationship
management) to describe the software used to manage customer relationships. And lastly the benefits
of CRM is helps you manage your customer data to create better campaigns for them. CRM lets you
review how customers interact with your business. You can see how they go about buying products
from your business. It helps you understand how customers go through the process of converting.

4. Define Customer Relationship in Marketing.

*. focuses on building long-term relationships with customers to increase Customer Lifetime Value
(CLV), engagement, loyalty, and customer alignment while reducing costs for bigger ROI.

5. What is a marketing plan?

*. A marketing plan is the advertising strategy that a business will implement to sell its product or
service. The marketing plan will help determine who the target market is, how best to reach them, at
what price point the product or service should be sold, and how the company will measure its efforts.

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 sur’Ival of the business
within the environment.

*Goals- A good strategy alwayss starts with goals. When you have a cl’ar 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, Grow market share.

*Marketing Strategy- In order 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 it
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
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 the practice of dividing your target market into approachable groups. Market
segmentation creates subsets of a market based on demographics, needs, priorities, common interests,
and other psychographic or behavioural criteria used to better understand the target audience.

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?

*. STRENGTH, WEAKNESS, OPPORTUNITIES AND THREATS.

- A framework for identifying and analyzing an organization's strengths, weaknesses, opportunities and
threats. These words make up the SWOT acronym. The primary goal of SWOT analysis is to increase
awareness of the factors that go into making a business decision or establishing a business strategy.