Name: NONITO MAINIT February 23,2022

SUBJECT: CUSREL Assignment I (CUSTOMER RELATIONS)

1. Who are the target Costumer.?

The term target consumer is defined as the specific group of
consumers who are the focus of a company's advertisements. This
focus is communicated through media and the use of television,
movies, audio, and print capabilities. Before you find your
target customer you need to define your target market. This
is the market segment that you feel has the highest
potential to buy from you. We should know who is our target
customers. Your target customer is the person you know will be
most interested in your products and services. To find this
person you must take your target market and narrow it down until
you’ve found your ideal buyer persona. If you already know.
That’s good for your business. You also understand the
needs your targeted customers want to satisfy with your
product or service. It’s wonderful. But is that enough? It
isn’t enough. You need to find out more about your
customers continuously. It’s, therefore, essential to know
that finding out more about your target customers  is so
crucial for your business success. 
2. ) Types of customers and how to approached them?
Let’s know the types of customers from a sales perspective. Let’s
categorize them into three. You can segment your customers into
groups based on their position in the sales funnel. You basically go
from someone who is just looking and not really thinking about
making a purchase to a lifelong fan of your brand and will always
come back for more. Depending on how far they went into your
 sales funnel, you will need to address their needs and questions a
bit differently.
In addition to that, you should consider the reason why somebody
is buying from you. This will also change the conversation a bit
and help you move a customer on the fence further down the
funnel and turn them into loyal followers. In a majority of
businesses, there are three types of customers there are
a lot of different personas, and behaviors among
customers but we can simplify them into three categories.
1.) Cheap customers

The first one is the cheap customers. This type of customers

buy based on price. They compare products and buy the lowest
price. These are the type of people who continuously look for
coupons and discounts. 

 How to approach them: Show that you are the cheapest one

around. You can also offer discounts and coupons. Tell them
that they have a very good deal.

2.) Educated customers

These customers buy based on value. These people are
educated about the things they buy. They research the topic
and read reviews about the product. They are willing to spend
a significant amount of money, but they need time before
buying. They want to know if they really need this product or
service. 
How to approach them: Do not rush them. Follow up
consistently but be careful. You don’t want to be annoying.
Follow up every two weeks. Ask them if it’s alright to follow
up again the next month. Show results. Show the value they
are getting with their money. Tell them its an investment.
 Educate them about the product and other related topics.
They would appreciate it.

3.) Driven customers

These people buy based on emotions. “It needs to feel right”
that’s what they think of when purchasing. For these type of
customers, money is not an issue. These are the type of people
who want to work with the best, buy the best, and be the best.

How to approach them : You have to inspire them. Help them

envision their future self. Inspire them with your purpose.
These are the type of people who buy not what you do but why
you do it. So tell them your story. The overall experience needs
to perfect. If you are talking to this person, face to face, you
need to build rapport.

3.) Define market and marketing. Stages of life cycle of

Marketing.
In our study of the business world, we have often come across the terms
market and marketing. Both are similar sounding terms and relate to the
same concept. However, ‘market’ and ‘marketing’ are two widely separate
concepts individually that relate to each other.

Market-The market actually refers to a set up where potential buyers

and sellers can meet to exchange goods or services. It is basically a
medium that facilitates these transactions in an economy. It allows for
the exchange of goods, services, information under the protection of
the law and generally in exchange for consideration.
Marketing-is a very wide term. It includes all the activities involved right
from the production of the goods, until their consumption. Every activity
in between, like designing, pricing, promotion,
distribution, transportation, warehousing etc are activities of marketing.
One of its main aims is to satisfy customer needs, which requires
understanding of these needs.
Stages of life cycle in marketing defines the stages that a product
moves through in the marketplace as it enters, becomes established,
and exits the marketplace. In other words, the product life cycle
describes the stages that a product is likely to experience. It is a
useful tool for managers to help them analyze and
develop strategies for their products as they enter and exit each
stage.
The four stages in the product life cycle in marketing  are:

Introduction- When a product first launches, sales will typically be

low and grow slowly. In this stage, company profit is small (if any) as
the product is new and untested. The introduction stage requires
significant marketing efforts, as customers may be unwilling or unlikely
to test the product. There are no benefits from economies of scale, as
production capacity is not maximized. The underlying goal in the
introduction stage is to gain widespread product recognition and
stimulate trials of the product by consumers. Marketing efforts should
be focused on the customer base of innovators – those most likely to
buy a new product. There are two price-setting strategies in the
introduction stage:
Price skimming: Charging an initially high price and gradually reducing
(“skimming”) the price as the market grows.
Price penetration: Establishing a low price to quickly enter the
marketplace and capture market share, before increasing prices
relative to market growth.
Growth- If the product continues to thrive and meet market needs,
the product will enter the growth stage. In the growth stage, sales
revenue usually grows exponentially from the take-off point. Economies
of scale are realized as sales revenues increase faster than costs and
production reaches capacity. Competition in the growth stage is often
fierce, as competitors introduce similar products.
In the growth stage, the market grows, competition intensifies, sales
rise, and the number of customers increases
Maturity- Eventually, the market grows to capacity, and sales
growth of the product declines. In this stage, price undercutting and
increased promotional efforts are common as companies try to capture
customers from competitors. Due to fierce competition, weaker
competitors will eventually exit the marketplace – the shake-out. The
strongest players in the market remain to saturate and dominate the
stable market.
Decline- In the decline stage, sales of the product start to fall and
profitability decreases. This is primarily due to the market entry of
other innovative or substitute products that satisfy customer needs
better than the current product. There are several strategies that can
be employed in the decline stage, for example:
 Reduce marketing efforts and attempt to maximize the life of
the product for as long as possible (called milking or harvesting).
 Slowly reducing distribution channels and pulling the product
from underperforming geographic areas. Such a strategy allows
the company to pull the product out and attempt to introduce a
replacement product.
 Selling the product to a niche operator or subcontractor. This
allows the company to dispose of a low-profit product while
retaining loyal customers.
4.) Six stages of customer lifecycle.
Although these stages are described as a cycle that must be completed
repeatedly, there are sectors where it does not apply. In the same way,
we describe below the stages that a client goes through to gain loyalty:

Stage 1: Scope
Before converting this star customer loyal to your product or service,
how do you imagine it should be? What emotions make you up? Do you
have a personality?

And the best question of all, how can my product or service meet your
needs? To generate the reach you want, you must become an analytical
spy and investigate all areas of your buyer persona:

 School
 Academic
 Family
 Loving
 Social
Once you have detected this profile, you can create the next step and
that is to generate all the attractive content for this target audience.
One of the high-impact strategies to start a customer’s life cycle
process is through visual marketing.
This way you can promote a purchase intention and capture the primary
attention of your potential customer.

Stage 2: Acquisition
In the first stage, you promoted two fundamental strategies: The
analysis of your buyer persona and how to promote visual content that
can capture their attention. If you have created good strategies, your
potential client will already be interested in your product or service.

The acquisition stage is that stage of contact or first meeting with

your product or service.

Physically, you could develop a stand or banquet where the client can
have direct contact with what your product or service represents:
smell it, touch it, try it, among others.

In digital, you can send a primary free sample so I can see what your
product is about. Some strategies that are implemented so that the
potential client can have a first contact with the digital product or
service are:

 A free workshop.
 Follow-up through podcasts that you can make available on
platforms such as YouTube.
A webinar to find out how you run your business and what
characteristics the implementation of this digital tool can bring to your
life.

Stage 3: Conversion
If in phase two the proximity was good enough, the user will go from a
target audience to a customer. At this stage, the analysis and return of
ROI are again promoted. Here it is very important to define what were
the strategies used that led you to this result?

It is time to maximize them to keep your customer already loyal for

many more years and therefore also to be able to attract more.

Stage 4: Growth
Once you have detected which are these strategies have led you to
stardom, it is time to think and go further. How to achieve increased
ROI?

Some suggestions are as follows:

Focus on creating sales pages: landing pages, or landing pages where
not only a single product is promoted but the sum total of all of them.
Make customer lists as follows: Customers who have only made a
single purchase, customers who buy continuously, customers who buy
with medium frequency, loyal customers. The power of segmentation is
also relevant to your customers.
Attractive prices: Not all customers have the same perception of
prices, so it is important to evaluate your target audience and see the
relationship they have with money. This way you can create attractive
enough prices for them. Remember that in many cases the client pays
whatever price is for a satisfactory experience.
Stage 5: Retention
It is said that long-term customer loyalty is much more complex than
creating a single sale. And it has a lot of truth, for this reason this is
one of the stages of the customer’s life cycle that we could mention is
of great relevance.

For a client to be part of your big family for a long time, you need
to execute strategies such as:
 Continuous study of your loyal customers. It is necessary to
continue evaluating continuously if your product or service
 continues to satisfy the needs of your client or if it has just
become a habit. Continue generating purchase insight and
awaken the internal motivation of your client.
 Send surveys and interviews to measure your customer’s
opinions. What does your customer like and dislike about your
product or service? What can you improve? All constructive
criticism counts.
 Develop a frequently asked questions landing page. Dispelling
doubts reduces anxiety and therefore the assurance that your
loyal customer can try another product or service from your
same brand. Perhaps you are a loyal customer only for example,
in the newsroom and now you would like to try digital marketing.
Stage 6: Loyalty
!! Congratulations!! you have successfully traversed the stages of the
customer life cycle. You have achieved the commitment of your client.
Did you evaluate what makes your product or service better than the
competition? What do ambassadors have to talk about you?

How did you get that prolonged satisfaction in your clients? For this
decision to be maintained over time you can develop the following:

A salesforce design: It is very important for your business to have a

specialized professional, for example, in the area of customer service.
Also another closely related to adding, answering and dispelling
frequently asked questions. And so on. Having a trained professional
for each area will only enhance the loyalty of your clients, since their
needs will be satisfied.
Continuously evaluate metrics: Although this is also part of sales
force design, it needs to be mentioned separately. Metrics are the
tangible numbers of your business. For this, it is important that you
have a mathematical data analyst or the use of tools such as Google
Analytics.
5.) Customer Relation.
Customer relations describes the efforts that a company takes to
create ongoing relationships with its customers. Often with a long-
term view, these activities can range from updating methods of
communication to completely evolving the customer experience. Each
organization often chooses a specific approach to customer relations
that suites their unique customer needs, but typically the goal is to
maintain a constructive environment for solving issues while collecting
valuable feedback for future improvements. It is always best to
create a mutually beneficial relationship that delivers value for both
the customer and the company. Why is customer relation is important?
The primary benefit of healthy customer relations is the influence
that you can have over long-term customer retention. Building trust
today means giving your customers what they want, both in terms of
product performance and also services that your company provides.
Thinking through your entire engagement with a customer can help to
identify any weak points that may lead to disappointment. Finding and
improving those capabilities with a holistic approach can lead to higher
customer satisfaction over time. Your loyal customers can provide
some of the most critical feedback directly to your company and also
among people they trust. Word of mouth can help or hurt your brand,
depending upon the experience that each customer has had. It's
imperative to find ways to make each interaction between a customer
and your brand a meaningful one. Your product and branding may get
them to buy, but ongoing relations is what gets customers to stay or
pushes them to leave. Developing your customer relations competency
can be a true differentiator for your operation.
6.) Implementation Plan and its importance.
The implementation plan facilitates the execution of a plan, idea,
model, design, specification, standard, algorithm, or policy by
presenting clear implementation steps that need to follow. Thus, an
implementation plan is the documented steps you need to take to
successfully achieve your implementation pursuits. Implementation
plans are usually made to support the strategic plan created by an
organization.

Once an organization has mapped out its strategic plan, an

implementation plan is made to map out how to bring the strategic plan
to life. The implementation plan then breaks down tasks into
identifiable steps, assigns tasks and responsibilities to the people
involved, and creates a definitive timeline for the entire project.

7.) Comparison of customer and consumer/Costumer

Relationship management.
Consumer vs Customer: What are the difference in the definitions and
usage. Although interchangeably used in the common context, they are
not the same. Often the two terms, consumer vs customer are
interchangeably used in the common context. In simple vocabulary, a
consumer is someone who consumes a product. Similarly, a customer is
the one who buys or purchases a product. Despite the exact
definitions, both the terms are deemed essential in the economic
ideology of consumerism.

8.) What is CRM? Customer relationship management (CRM) refers

to the principles, practices, and guidelines that an organization follows
when interacting with its customers. From the organization's point of
view, this entire relationship encompasses direct interactions with
customers, such as sales and service-related processes, forecasting,
and the analysis of customer trends and behaviors. Ultimately, CRM
serves to enhance the customer's overall experience.

9.) 4 stages of Customer Relationship management

Modern CRM originated in large marketing companies from systems
that served two separate areas — sales force automation and call
center management. The sales force needed information about
customers so it could sell the company’s products. Call centers needed
information about customers so they could handle enquiries and resolve
problems.
Although usually separate departments with independent functions and
management both areas required access to the same customer
information. The original CRM systems simply captured, stored and
allowed them to access to this information. These systems were never
envisaged as being there to drive the organization relationship with its
customers. But CRM evolved and as it did so it became increasingly
focused on this crucial area.

CRM guru Randy Harris says that CRM has gone through three phases
of evolution and is now entering its fourth phase. The first three were
technology, integration and process.
Phase 1: Technology — the automation of what had previously been
handled manually, including the customer database and customer
communications.
Phase 2: Integration — organizations start to direct their operations
toward providing customer satisfaction and create links between
various operating sections that share information and facilitate
customer service.
Phase 3: Process — organizations begin to restructure themselves
around their customer relationships, rating their efficiency on the
degree of customer satisfaction created. This is the current phase of
CRM.
 Phase 4: Customer-driven- CRM systems require a business to first
understand its customers, then to design systems and infrastructure
that will provide them with exceptional and satisfying experiences both
during and after purchase.
10.) What are the customer relation manager skills and
qualifications.

Whether you run a large company with hundreds of employees or a

small business that knows all of its customers by name, great
relationship management skills will always set you apart from your
competitors and help you retain customers.
Awareness of customer needs- Knowing your industry’s priorities is an
essential part of demonstrating your value to prospects and building relationships.
One of the best ways to learn more about your target market is by surveying
existing customers to learn about what they do and don’t value. You can do this
using online surveys and interview forms that simplify gather information.

Direct marketing skills- Learn the basics of direct marketing – from

the cost of your time to improving your sales conversion rate – and
you’ll find it easier to form business relationships with new customers
and maintain links with your existing customer base.

Ambition and motivation-An ambitious, motivated attitude is essential

for business success. People that are willing to reach out to prospects
and call existing customers to learn what they’re interested in almost
always excel past their complacent, passive counterparts.

There’s nothing wrong with being ambitious in sales and customer

service – in fact, in the age of automated customer service and online
support forms, plenty of your customers will appreciate speaking to a
representative that cares about them.

Strategic thinking skills-When you’re managing less than 100

customers, it’s possible to get by without any strategy. However, when
you’re managing relationships with tens of thousands of customers, the
ability to form strategies becomes essential for success.

Regardless of how good your customer service skills are, it’s impossible
to manage relationships using a team without a strategy in place. From
guides for solving the most common problems to simple principles,
relationship strategies matter.

CRM software knowledge-Managing thousands of customers is far

from simple. By using modern customer relationship management (CRM)
software, you can keep a record of interactions with customers across
your entire organization.

Fantastic research skills-From finding someone’s email address to

locating journalists that are interested in writing your product, being
able to research your target audience and learn how to contact them is
essential for forming business relationships. One of the best ways to
research people is through creative outsourcing. With a VA (virtual
assistant) on your team, it’s possible to dig up new prospects and learn
how to contact them while you focus on your daily to-do list.

A friendly, personal attitude-When you do business with another

company, you aren’t dealing with a monolithic corporate entity, but with
the people that it’s composed of. Being able to stay both
professional and friendly is one of the key features of successful
managers. Try to strike a balance between the importance of
professionalism and the benefits of being friendly and sociable with
key customers and clients. In many industries – particularly IT – a less
formal attitude is often a benefit in forming relationships.
Name: Nonito Mainit 02/28/22

Subject: CUSREL Assignment II (TQM)

1.) Advantage of CRM?

The advantages of customer relationship management system

extend beyond running a business and its closely related
relationships. A CRM system can be beneficial to both small and large
scale in 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.

Enhances Better Customer Service

  CRM systems provide businesses with numerous strategic advantages. One of
such is the capability to add a personal touch to existing relationships between the
business and the customers. It is possible to treat each client individually rather
than as a group, by maintaining a repository on each customer’s profiles. This
system allows each employee to understand the specific needs of their customers
as well as their transaction file.
Facilitates discovery of new customers
  CRM systems are useful in identifying potential customers. They keep track
of the profiles of the existing clientele and can use them to determine the people
to target for maximum clientage returns. New customers are an indication of
future growth. However, a growing business utilizing CRM software should
encounter a higher number of existing customers versus new prospects each week. 
Increases customer revenues
  CRM data ensures effective co-ordination of marketing campaigns. It is
possible to filter the data and ensure the promotions do not target those who have
already purchased particular products. Businesses can also use the data to
introduce loyalty programs that facilitate a higher customer retention ratio. No
business enjoys selling a similar product to a customer who has just bought it
recently. A CRM system coordinates customer data and ensures such conflicts do
not arise.

Helps the sales team in closing deals faster

 A CRM system helps in closing faster deals by facilitating quicker and more
efficient responses to customer leads and information. Customers get more
convinced to turn their inquiries into purchases once they are responded to
promptly. Organizations that have successfully implemented a CRM system have
observed a drastic decrease in turnaround time.
Enhances effective cross and up selling of products
  Cross – selling involves offering complimentary products to customers based
on their previous purchases. On the other hand, up – selling involves offering
premium products to customers in the same category. With a CRM system, both
cross and up – selling can be made possible within a few minutes of cross – checking
available data.
Simplifies the sales and marketing processes
  A CRM system facilitates development of better and effective
communication channels. Technological integrations like websites and interactive
voice response systems can make work easier for the sales representatives as well
as the organization. 
Makes call centers more efficient
  Targeting clients with CRM software is much easier since employees have
access to order histories and customer details. The software helps the
organization’s workforce to know how to deal with each customer depending upon
their recorded archives. Information from the software can be instantly accessed
from any point within the organization
Enhances customer loyalty
 CRM software is useful in measuring customer loyalty in a less costly
manner. In most cases, loyal customers become professional recommendations of
the business and the services offered. Consequently, the business can promote
their services to new prospects based on testimonials from loyal customers.
Testimonials are often convincing more than presenting theoretical frameworks to
your future prospects. 
Builds up on effective internal communication
  A CRM strategy is effective in building up effective communication within
the company. Different departments can share customer data remotely, hence
enhancing team work. Such a strategy is better than working individually with no
links between the different business departments. 

Facilitates optimized marketing

  CRM enables a business understand the needs and behavior of their
customers. This allows them to identify the correct time to market their products
to customers. The software gives ideas about the most lucrative customer groups
to sales representatives. Such information is useful in targeting certain prospects
that are likely to profit the business. Optimized marketing utilizes the business
resources meaningfully.
2.) Features and objectives of CRM?
What is CRM Customer Relationship Management What are the key features of
CRM system? A CRM  gathers customer interactions across all channels in one
place. Managing centralized data helps businesses improve customer experience,
satisfaction, retention and service. CRM allows businesses of all sizes to drive
growth and profits.
Improved Customer Satisfaction
  Happy customers are loyal customers and they also offer good word of
mouth advertising, which can be invaluable. Making customer satisfaction the
primary goal of your CRM campaign is the surest way to improve your bottom line.
This can be achieved by fostering increased customer engagement via social
networking sites and various mobile platforms. You can consider implementing
surveys or creating an interactive blog. Actively soliciting feedback from your
clients will help you determine which actions and activities will make them more
content with the services or products they are receiving.
Improve The Efficiency Of Your Business
  CRM can help you eliminate redundancies in your marketing campaigns by
allowing you to intuit which stage of the purchasing process each returning
customer is in. You can send out marketing materials that are targeted to specific
interests and purchasing abilities, rather than transmitting general messages that
are far less likely to generate an optimal amount of attention. A good CRM
platform will collect and organize a wealth of data pertaining to individual and
group consumer profiles
Expand You Customer Base
  It is important to note that CRM is not just for managing the customers you
already have. A CRM program that is linked to a high-quality knowledge
management platform will allow you to stay in contact with prospects that have yet
to convert.
It will also allow you to identify commonalities and relationships among the clients
that you already have, so that you can hone and improve your future efforts in
outreach. 
Enhance Your Sales And Support Teams
  One of the most important CRM objectives to consider is enhancing your
team. By better learning the needs of the people you service, you can become
increasingly adept in identifying the right talent to provide these services. Talent
management software, HR management software and other cloud-based tools can
help you increase the value of your trained employees. Much like your current
customers, your talent is among your top assets. Whether CRM helps you replace
undesirable additions to your team or gives you a framework for increasing the
customer service skills of existing employees, it is certain to improve the benefits
that hired workers are providing.
3.) Benefits of CRM?
A CRM platform helps companies target different audiences, set scores and alerts
based on an individual lead or customer’s activity, proactively work with contacts,
and maintain relationships. Best of all, a CRM system can be used across
departments to ensure that all customer-facing teams are empowered with the
right data to create incredible customer experiences.

CRM benefits a company in a variety of ways. While the benefits vary by

department or industry, six benefits of CRM platforms that affect every user
include:

 Trustworthy reporting
 Dashboards that visually showcase data
 Improved messaging with automation
 Proactive service
 Efficiency enhanced by automation
 Simplified collaboration
 4.) Difference of customer relation and customer service?
As you mentioned before there is definitely a difference between the two terms
although they go hand in hand:

Customer service:

Customer service is something you offer your customers before and after they
buy your product or services. It includes things like sending them thank-you emails,
information on how to use their purchase, personalized service and so on.

Offering good customer service not only helps make the customer happy with their
purchase but can also increase loyalty among customers. Such people are often
rewarded for their efforts — promoted to better pay grades or assigned more
challenging tasks by those in charge of assigning work — which builds great
feelings of success and accomplishment.

Customer relation:

Customer Relations, or CR, is the process of proactively going after customers to

maintain and grow your relationship with them. It's a science that looks at each
valuable contact centered on what they think about you, how they feel about you
and if they would come back. The most successful customer relations programs
treat customers as people and figure out ways to keep them coming back for more
over time. Types of CR Methods include: Negotiating dispute resolution; staying in-
front-of an unhappy customer; keeping happy customers happy by offering
exclusive deals

Customer Relationship Management is not something solitary that only happens

inside the company but it takes place IN THE COMMUNITY because businesses
exist in a complex network of relationships with other entities.

5.) Customer Relationship Management Strategy?

CRM stands for Customer Relationship Management, and is a strategy designed to

improve long-term relationships with customers. A great CRM strategy increases
revenue per customer, reduces customer acquisition costs, and improves customer
satisfaction. CRM doesn’t have to refer to software, but usually a company uses
a  CRM platform  to manage their relationships with customers and leads.

Any CRM strategy begins with the customer — but will eventually include
the use of technology across different departments in an organization.

With your customer experience goals in mind, it’s time to start crafting
your CRM strategy!

Here are 4 steps to create a customer-focused CRM strategy:

1. Identify and get buy-in from key stakeholders (they’re not who you think
they are)
2. Mind the (customer experience) gap
3. Meet your contacts where they are (and where they’re going)
4. Understand that people don’t like change

The 3 Paces of CRM

1.) Customer Acquisition

2.) Customer Relation
3.) Customer Extension
Name: Nonito Mainit BSOA-2H 03/07/22
Subject: CUSREL Assignment III
1.) What is Customer Relation Marketing?

Customer relationship marketing (CRM) is a technique based on client

relationships and customer loyalty. Using customer data and feedback, companies
utilizing this marketing strategy develop long-term relationships with customers
and develop laser-focused brand awareness.
Customer relationship marketing varies greatly from the traditional transactional
marketing approach that focuses on increasing individual sale numbers.
Companies that prioritize customer relationships, on the other hand, strive to
create strong customer connections, which may be emotional, to their brand to
promote customer loyalty and increase customer lifetime value. They benefit
from word-of-mouth promotion and develop brand ambassadors.

2.) Difference of Customer Relation Marketing and Customer Relation

Management.

Customer relationship marketing is supported by customer relationship

management. Think of customer relationship marketing as a strategy
and customer relationship management as an action. The latter can be used to
carry out the former.

According to Techopedia, customer relationship marketing is “a business

process in which client relationships, customer loyalty, and brand value are
built through marketing strategies and activities.” The takeaway? Relationship
marketing is a long-term strategy focused on the customer relationship, not on a
 single transaction. It focuses on ensuring customer satisfaction for the long-hual
rather than simply for a quick sale.

On the flip side, customer relationship management is managing potential and

current customer relationships through collecting and analyzing customer data. It’s
powered by the customer relationship management software.

The four stages of customer relationship management are

 Collect data. Insert contact and business information into a CRM.

 Analyze data. Automatically pull into insightful reports about customers.
 Develop customer strategies. Use the data to create things like personalized
campaigns.
 Act on strategies. Make the customer’s life better based on what you know
about them.

3. The 4 benefits of Customer Relationship Marketing, how do

customers benefit from marketing.

Relationship marketing comes as an option to stand out from competition and

acquire (think captivate) the customer right from the start. Otherwise, there's
always a risk of churn. Now, customer experience is on first place, to guarantee
that they'll be satisfied at each and every opportunity. We separated some benefits
of working with relationship marketing. Check it out:

1.) Segmented public with fit

Relationship marketing allows you to focus on clients that are much more aligned
with your business, making it possible, through a number of relationship
marketing strategies, to segment them and deliver exactly what they want and
need. This way, the entire nurturing and opportunity identification process gets
even better.
2. Sales funnel optimization
When you have segmented and better nurtured leads, the sales cycle is shortened
automatically and there are fewer leads due to lack of fit. Besides, the conversion
rate improves, generating a bigger number of new clients that have a real chance of
staying with your company. This means…
3. Client retention
A 5% increase in customer retention can increase a company’s profitability by
75%Forbes
Retention is another great benefit of relationship marketing. When you work to
build relations with clients, and are not just thinking about closing the deal, you
start to encourage loyalty. This means that the chances of keeping them as clients
for longer are bigger.
4. Better ROI
From the moment you focus on the right public and is able to retain your clients, a
high ROI comes as part of the package, and that's excellent! Along come more
revenue, more deals for the company and new investment opportunities!
As you can see, if investments are made to creating relations based on trust and
credibility, your company will already be ahead of the competition. If you don't
know where to start, we'll give a few valuable tips. 
4. ) The 5’s of Marketing Mix

The Marketing Mix 5 P’s is a significant tool to help you select and create the
right marketing strategies for your business. It forces you to think about which areas of your business
you can change or improve on, to help you meet the needs of your target market, add value
and differentiate your product or service from your competitors.

PRODUCT/SERVICE
The product or service element refers to what you are offering as a whole to your customers.
Product decisions include functionality, branding, packaging, service, quality, appearance and
warranty terms.
When thinking about your product consider the key features, benefits, and the needs and wants
of customers. For example, if you are a food manufacturer you may decide to add some new
flavours to extend your range.
PRICE
The price element refers to the way you set prices for your products or services. It should
include all the parts that make up your overall cost, including the advertised price, any discounts,
sales, credit terms or other payment arrangements.

PROMOTION
Promotion refers to all the activities and methods you use to promote your products/services to
your target market. It includes sales, public relations, direct marketing, advertising, sponsorship
and social media.
Since promotion costs can be substantial, it is sensible to conduct a return on investment analysis
(ROI) when making promotion decisions. Firstly, you need to establish who your target market
is, what media do they consume, what the cost of that media will be, how many more sales you
need to cover your investment and how you will gather the information that shows how the
promotion has worked.
PLACE
The place element refers to how you get your product or service to your customers at the right
time, at the right place, and in the right quantity. It includes distribution channels (e.g. via a
shopfront, online or a distributor), location, logistics, service levels and market coverage.
For example, if you’re thinking of expanding your business online, you’ll need to think about
how your customers use the internet, if they would feel comfortable purchasing your goods
online and if they would be willing to pay shipping costs for your products.
If you’re looking to grow your business, you might consider changing or expanding the way you
sell your products and services. For example, if you’re a homewares distributor, you might think
about setting up a new store in a different location or offering franchises.
PEOPLE
The people element refers to your customers, yourself and your staff. You need to consider both
your staff and customers if you’re thinking of growing your business. It includes understanding
what your customers’ needs and wants are, setting targets and measuring your customer service
levels so that you attract and keep loyal customers.
 5. Customer Relationship Marketing Strategies

In order to succeed in the market, there should be a good product,

good relationship marketing strategies and setting up of
distribution channels. For some companies sales process is
completed with the sale and guarantee terms.
1.) Invest in technology: ERP & CRM solutions
With the emergence of digital or electronic era, cumbersome paper work has been
minimized and the practice of storing data and information in simple excel sheets
are also long gone by. Now the trend is towards investing in customer relationship
management (CRM) solutions. The ideal strategy would be to install enterprise
resource management (ERP) software and associated CRM solutions.
2.)  Building Customer Relationship through loyalty points
Several companies now reward customers for being showing loyalty the company
by issuing bonus rewards points and cash back offers to customers on new
purchases. They are also given loyalty program cards that can be used at any of the
retail outlets of the company for repeat purchasing.
3.) Email marketing
Retention of customer data helps companies sent emailers from time time
regarding new product launches, exclusive offers, clarifications regarding some
service issue, product failures, exchange offers and so on. Care should be taken
regarding the use of titles in emailers and content so that more customers open and
read what is being said.

4.) Website, online chats, toll free numbers

 Now most companies have online presence through websites and listing in
directories. Websites have to be informative, interactive and must have user-
friendly navigation features. The websites should provide online chatting facility
and display toll-free numbers that enable customers to call any time of the day to
resolve any complaints.

5.) SMS Marketing

Short messaging relationship marketing campaigns (SMS) can be effectively used
to communicate new offers which are time bound, new product launches, new
show room openings, and any other schemes beneficial for the consumer. SMS
campaigns work best on holidays, early morning and evenings as users have more
free time to read the messages. Most often the intention of SMS marketing is to
engage the consumers on a regular basis and retain the consumer.
6. What are Market Segmentation.
Market segmentation is a business practice that brands use to divide their target
market into smaller, more manageable groups of people based on common ground
they share to optimize their marketing, advertising, and sales efforts. Simply put,
customers of each market segment have similar characteristics that businesses can
leverage to advance their efforts.

Geographic segmentation
Geographic segmentation targets customers based on a predefined geographic border. Differences
in interests, values, and preferences vary dramatically throughout cities, states, and countries, so
it’s important for marketers to recognize these differences and advertise accordingly.
Demographic segmentation
Demographic segmentation divides a market through variables such as age, gender,
education level, family size, occupation, ethnicity, income, and more. This form of
segmentation is widely used due to specific products catering to obvious individual
needs relating to at least one demographic element.
Psychographic segmentation
Unlike geographic segmentation and demographic segmentation, psychographic
segmentation focuses on the intrinsic traits your target customer possesses.
Psychographic traits can range from values, personalities, interests, attitudes,
conscious and subconscious motivators, lifestyles, opinions, and more. 
Behavioral segmentation
Behavioral segmentation has similar measurements to psychographic segmentation,
but instead, it focuses on specific reactions and the ways customers go through their
decision making and buying processes. Collecting this type of data is similar to the
way you would find psychographic data. 

7. The most common marketing and what are marketing

solutions.
 Here are some common marketing problems and practical solutions to help marketers solve them.

Focusing On the Wrong Audience

This is one of the most common problems faced by businesses especially in digital
marketing. And it is the most important part of the process as your marketing starts
with your audience. After all, how can you connect with your potential customers
if you don’t know who they are? The preparing of a persona is a repetitive subject,
given the frequency in which we talk about it. Consider developing a persona
before you start your digital or physical marketing initiatives. Knowing your
persona enables you to:

 Be more confident when targeting your ads

 Improve your copy
 Target organic content that builds interest
 Improve the nurturing of your leads through email marketing campaigns

Marketing Spends Are Too High But Customer Reach is Low

If you are investing too much money into physical and online advertising and
unable to reap the rewards, you may consider other ways of marketing which are
less expensive and more effective like promotion on social media and word-of-
mouth advertising as solution. With the help of word-of-mouth advertising, you
can increase your reach to customers by highlighting your products and services on
social media or review sites or by connecting with them through videos, blogs
posts and articles.
Website Ranking Low on Search Engines
In an era where businesses are all competing to obtain more eyeballs online, your
website’s rank on search engines can be the difference between success and
uncertainty. That’s where SEO (search engine optimization comes in. SEO allows
search engines to find and rank your website based on the keywords you use in
your content. A comprehensive SEO strategy, content strategy and effective
execution can take your site from the bottom of the search result page to the top.
So, make SEO a part of your digital marketing efforts. 

Need More Outreach with Less Manpower

If you have a small marketing team that is not sufficient for interacting with your
targeted audience, then outbound marketing strategies could help you get the word
out. Outbound marketing includes reaching out to consumers directly or via
targeted campaigns. Some of the most effective and inexpensive forms of
outbound marketing are direct mailers and emails, television/web commercials,
and paid advertising. Try to mix your inbound and outbound marketing strategies
to fit your staff and needs.

Effectively addressing these common marketing challenges will help you have a
positive impact on your overall business as well as attract more customers. With a
focus on marketing strategy and results, your team can become more efficient and
can achieve more with less.
Name: Nonito Mainit BSOA-2H

Subject: CUSREL (Ass.IV)

1.) Five most important aspects of successful marketing plan.

Five most important aspects of successful marketing plan for any business.

 Define your target audience

Whether you launch a new campaign or simply want to set up your

newsletter, you need to specify who your target audience. You don’t
want to waste money, time, or effort reaching out to people who are
unlikely to become a customer. If you’re in the health field, paint a clear
picture of who your ideal patient is. Then use this as your base for all
your marketing. Specify their sex, age, interests, location, education,
behavior, and so on. Identifying your target audience leads to a higher
success rate, more conversions, and a bigger ROI.

 Care about what your customers care about

Why should your customers care about your services or product? What
problem do they want to solve by working with your business? Take a
moment to think about what your customers care about when they come
to you. Then cater to this. Don’t just sell to people; take the time to
understand their needs and provide a solution that your competitors don’t
offer. This will set your marketing apart.

 Become a resource

Nobody wants to be fed a sales pitch. This is unappealing and doesn’t

help to create a relationship between the customer and business. Rather,
you want to become a resource for your clientele. Provide them with the
top information in your industry. A great way to do this is with a blog,
newsletter, workshops, events, and so on. You want your customers to
come to you for anything regarding your industry. Again, don’t just sell –
be their resource.

 Get your reviews up

 Once people see your marketing practices in action, they’ll want to check
out your reputation before they invest. If you really want to impress
potential customers, you need strong reviews. People trust online reviews
as much as personal recommendations. So if you don’t have a high rating
or you have very few reviews, now is the time to increase both. Take the
time to invest in client testimonials and get listed in places like Google
My Business, Yelp, Citysearch and other sites that are relevant to your
industry. At Printing Solutions, we dedicated an entire page that tells
people how they can leave us a review.

 Be accessible online

To follow up online reviews, you need to be accessible when people

search for your services or industry online. If people can’t find you
through Google, you lose a ton of business. They’ll go to a competitor.
So you need to do keyword research to determine which terms you want
to rank for in search engines. Based on that information, you need to
decide which internet marketing strategy is best to get your business seen
online. This might include SEO, PPC, social media marketing, etc.

2. The key components of an effective marketing plan.

the six key major components needed to make any marketing plan
effective:
1. Set your company apart from your competitors.

Define your strengths and opportunities against your competitors. How do

your products and services stand out? Are your competitors’ brand images
stronger than yours? In what ways can you increase your brand value? Are
there multiple channels leading to your products and services?

2. Set clear goals and objectives.

Do you have the resources for success? An effective plan means knowing
how to measure success and target growth. Are you prepared to hire new
 employees, ramp up production, fine-tune customer service, or provide
better distribution methods?

3. Use market segmentation to find your target audience.

Your target customers are those who will invest their time and money into
your products and services. Your marketing plan will be much more
efficient when you trim the fat. Determine who your products and services
will serve based on lifestyle, social class, activities, geographic region,
hobbies, values, attitudes, and personality traits.

4. Develop an appropriate, multi-channel marketing strategy.

Connecting with your customers has never been more complicated. Today’s
customers value convenience, reliability, and choice—and they want to be
able to connect to your brand from anywhere. Digital marketing strategies
include emails, websites, social media, SMS messaging, apps, SEO content,
and more to engage your customers across multiple touchpoints.

5. Plan your budget.

A well-organized plan will draw investors. A wise strategy includes

planning for success as well as setbacks.

6. Measure and collect data.

From social media followers to open rates on emails, the details can help

guide you to a more effective campaign. Setting up weekly, monthly, and
quarterly goals can help you keep track of important landmarks along the
way. Consider using an agile mindset and methodology that helps you
measure your marketing effectiveness through team-oriented initiatives and
innovative approaches. Use data to your advantage and change your
company culture at the same time

3. How do you solve market problems.

Identifying market problems
After you have interviewed potential users of your product and reviewed the
results, the next step is to understand their common problems, which are also
known as market problems. While your target market’s problems might be stated
in different ways, there could be recognizable patterns across the data. Look for
common themes or attributes across all interviews.

Market problems are your target market’s stated or silent problems. This could
refer to existing inefficiencies, awkward workflows or non-optimal solutions. The
key to finding a market problem is to listen for frustrations, or “if only” statements,
that arise during interviews.

How to evaluate market problems

Evaluate the identified market problems by asking (and answering) the

following questions.

1. Is the market problem urgent?

Once you identify a problem that applies to the market, ensure that potential and
existing customers actually care about the problem. Is the perceived problem
actually urgent? Will customers care if the problem is not solved? Do they have
another way to solve this problem?

2. Is the market problem pervasive?

Determine if the identified market problem applies to a significant percentage of
your target market. Use quantitative research to collect the data. Methods of data
collection include surveys, census information and other primary market research.
This can be accomplished without investing significant resources. Use free survey
tools (for example, SurveyMonkey) and your personal network (depending on the
target market) to collect a large amount of quantitative data.

3. Will your buyers pay to have this problem solved?

If the problem is significantly urgent and pervasive, chances are good that
customers would agree to pay for a solution. The next step would be to understand
how much they would be willing to pay for a solution to this problem. This can be
achieved by conducting surveys or additional interviews with your target market.

If you answered “Yes” to all of the preceding questions, then you will have
identified a problem that is worth solving. Be sure to investigate whether your
competition is already solving this problem, otherwise you might not have
a competitive edge in your market.

4. ) The 5 keys to marketing success.

1. Have a strategy and plan for success.

As a part of a comprehensive businsess plan, your marketing plan is essential.
Make sure that you have the resources and tools you need for successful market
planning.

2. Develop a brand, not just a logo. 

While a logo is the first thing people see, your brand is what they experience.
Branding can capture your story and allow your clients to better know what
your company is about. Branding is all about messaging. In the end, branding is
about communication.

3. Be unique 
You will always have competition and you can’t afford to ignore it. However,
spend more time considering and developing what makes you different, not
how you’re going to compete.

4. Focus on what people need

People may not know what they want, but if you focus on what they need, they
will realize it.
 5. Create a reasonable but realistic budget
Marketing is not free. It will either cost you in time, resources or both. Be sure
to prioritize the things you can do most efficiently yourself with your particular
skill set and be sure to hire the best people to do everything else.

6. Commit to the long game

Once you have a sound strategy, commit to it. Set milestones and markers to
review, but give time for an informed strategy to work. Respond to your
market; do not react hastily. Chase the vision, not the bank account.

7. Find balance in the use of technology

Just because it exists, doesn’t mean you have to use it. There are many ideas
and many good and beneficial uses of technology, websites and mobile-friendly
communication is a must, but there are ways to scale the usage of these and
tailor your use of them to fit your budget and your market.

8. Take Your First Steps Intentionally

Market as you go. In the pursuit of a solid strategy, do not be afraid to begin
marketing right away. Be sure to organize yourself in such a way that you
can go to market in the quickest way possible.
 
Step 1:  Business name and brand development.
  Step 2:  Buy a domain and put a temporary page in place on a reputable host.
  Step 3:  Order business cards.
  Step 4:  Create a social media account with your business name
  Step 5:  Branded email communication (ex. Constant Contact, Mail Chimp)
  Step 6:  Design a brochure, hand-out or some small communication piece which
lays the foundation for your website content and organization.
 Step 7:  Build and deploy an initial web property, In most cases, these should be
able to be completed in 3-5 weeks with the right products and resources.

9. Let analytics guide you, not enslave you

You must understand data in order to be an effective marketer, however,
spending too much time on data and not enough time with people will produce
poor results in marketing. You can automate reporting and analytics through
social media with Google Analytics. You can also get user insights and
 understand more about how your website is performing through Google
Insights.

10. Take calculated risks

Some business owners and entrepreneurs are very comfortable with
taking risks, at times, too comfortable. Slowing down and calculating
the risks is an important habit to form as you develop your marketing
plan. Others may be more hesitant to take risks. You will not succeed
if you do not step out and take risks that are appropriate for your
budget and goals.

5.) 2 broad categories of goods and its classification.

Goods are touchable things that are produced, bought or sold, then finally
consumed.  Look around your house and you will see dozens of examples, stove,
LCD, socks, shoes, bread, butter etc .

Classification of Goods:

All the goods that flow through our marketing system are generally classified into
two groups.

 Consumer Goods
 Industrial Goods

1.)Consumer Goods:

Consumer goods are those which are purchased by an ultimate consumer from
retail outlets for their own personal consumption, based on the buying habits of the
consumers, the consumer goods are father divided into three different types.

 Convenience Goods
 Shopping Goods
 Specialty Goods.

 
  Convenience Goods:

Convenience goods are those products which are frequently purchased by the
consumer sat eh retail outlets most convenient to them. These goods are purchased
in small quantities and have a low unit value.

 Shopping Goods:

The shopping goods are those which have a relatively high unit value and are
bought less frequently by the consumers

 Specialty Goods:

Those goods for which buyers have the strong preference and make efforts
to purchase are named as specialty goods.

These goods compared to the convenience and shopping goods are usually
high prices and are available in a few retail outlets. The items type of this
class automobiles, television sets, furs, expensive tobacco etc.

2.) Industrial Goods:

The 2nd classification of goods is Industrial goods, those goods which are
used in the production of consumer or another type of goods for business
use. The basic characteristics of industrial goods are.

 These are relatively of a high cost.

 These are more complex and of technical n nature
 The purchases of various types of industrial goods are better
informed about the prices and availability of goods and the
market for many of the industrial goods s narrow

The classification of industrial goods are as under;

 Raw Materials:

Raw material is basic items which are used in the production of goods by
the business firms. the examples of raw materials are pulp used in paper
mills, iron ore for the steel mill, cotton for textile plants, wool for woolen
mills etc

 Semi-manufactured Goods:

Those goods which are processed but are sold to other business concerns
for further processing are called semi-manufactured goods. These include
such items as leather, aluminum sheet, coarse cloth, pig iron etc

 Parts:

The goods which are manufactured, finished and serve as components of

large articles are named parts. The examples include tubes for radio,
television, bearings for machinery meters for cars etc.

 Machinery and equipment:

This includes various types of machinery and office equipment such as

typewriters, calculators used in industrial and business operations.

 Supplies:

The items which are essential to the operation of a business are called as
supplies. These items include wrapping paper, cleaning compounds,
lubricating oil, ribbons, stationery, typewriters etc

 Service:
The regular maintenance and repair of the machinery is an important item
which finds its way through our market system. The classification of goods
into consumer and producer goods depends upon the use to which they are
put.

6.) Define marketing research.

Marketing research refers to the process by which an organization gathers
information about its ideal customer and larger market in order to inform the
organization’s go-to-market strategy. This research might include gathering data
from current or former customers, consumers in your target market, or even
marketing activities of competitors.

7.) Categories of new product.

The Six Categories of New Products
the following are six categories of a new products.

1. New-to-the-world Products (really new Products)

The alternative expression for new-to-the-world products (really new products)
already indicates that this is what most people would define as a new product.
Examples: Polaroid camera, the iPod and iPad, the laser printer and so on.

2. New-to-the-firm Products (new Product Lines)

Products that take a firm into a category new to it. The products are not new to the
world, but are new to the firm. The new product line raises the issue of the
imitation product: a “me-too”. Examples: P&G’s first shampoo or coffee,
Hallmark gift items, AT&T’s Universal credit card and so on.

3. Additions to existing Product Lines

These are simple line extensions, designed to flesh out the product line as offered
to the firm’s current markets. Examples: P&G’s Tide Liquid detergent, Bud Light,
Special K line extensions (drinks, snack bars, and cereals).
4. Improvements and Revisions to existing Products
Current products made better. Examples: P&G’s Ivory Soap and Tide power
laundry detergent have been revised numerous times throughout their history, and
there are countless other examples.

5. Repositionings
Repositionings are products that are retargeted for a new use or application.
Examples: Arm & Hammer baking soda repositioned as a drain or refrigerator
deodorant; aspirin repositioned as a safeguard against heart attacks. Also includes
products retargeted to new users or new target markets. Marlboro cigarettes were
repositioned from a woman’s cigarette to a man’s cigarette years ago.

6. Cost Reductions
Finally, cost reductions complete the six categories of new products. Cost
reductions refer to new products that simply replace existing products in the line,
providing the customer similar performance but at a lower cost. May be more of a
“new product” in terms of design or production than marketing.