Question No.

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How automation can improve CRM?
Automation can improve the CRM in following ways:
 Streamline tasks so you can get more done without sacrificing precious hours in the process.
 Generate more leads and increase qualification rates by following up more quickly.
 increase sales conversions by focusing on the hottest leads and pairing them with the best sales
reps.
 Execute multiple campaigns effectively, often with the ability to create them using drag-and-
drop features.
 Improve customer satisfaction by attending to customer service issues promptly.
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  Retain more customers, which can boost profits.
 Free service agents up to spend more time solving complex problems.
 Save your sales team time and eliminate data entry.
 Increase sales velocity and improve the overall sales process.
 Improve the sales team's lead intelligence.
 Increase renewals.
 Increase referrals and customer satisfaction.

Question No.2
Explain customer retention strategies?

Customer retention is the collection of activities a business uses to increase the number of
repeat customers and to increase the profitability of each existing customer.
1.  Surprise Gifts and Discounts
Customers are people and people love to feel appreciated. One way you can show your customers that
you appreciate them is through surprise gifts and discounts. You can offer them a discount on products
they frequently purchase, along with a short and sweet message from the customer service team telling
them why they are receiving the surprise. The exact wording of the message will depend on your
company brand and style, but the message should make it clear that they are getting this discount for
being a loyal customer.

2.  Provide Excellent Customer Service

This may seem a little obvious at first glance, but you need to consider what a company considers
excellent customer service doesn’t always match up with what the customer thinks is excellent
customer service. There’s often a huge gap in perception. In fact, around 75% of organizations believe
they are customer-centric, but only 30% of customers believe the same. A 2017 study found that 8 out
of 10 customers are so frustrated by this that they’re actually willing to pay more to have a better
experience.

Here are a couple of ways you can boost your customer service to the next level:

 Provide a cohesive and consistent experience – a customer should always feel like they’re
getting the same care and attention whether you’re talking to them on the phone, via email, or on
a live messaging service.
 Provide multiple contact channels to accommodate a range of communication preferences.
 Route the right agents to the right customers by assessing the customer’s needs and assigning
the agent most skilled in that area.

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3.  Customer Surveys
Send your customers a quick online survey to complete to gain a better insight into what’s working,
and what isn’t. You’ll never please every customer on every issue, but surveys can help you identify
patterns that you’ve missed. A good survey should have a mixture of multiple-choice questions and
free text answer fields to allow the customer to express their opinions more thoroughly where needed.
Design a strategy for when you’re going to send out a survey – will it be every six months, or once a
year?

4.  Be Active in Your Community

Customers are becoming increasingly socially conscious, and that means you should too. Customers
pay attention to whether your organization gives to charity, whether the employees take part in
community improvement schemes, and who you engage and partner with. You don’t necessarily need
to have an elaborate Corporate Social Responsibility (CSR) plan or donate to charity, there are also
simpler ways to show you care about the community. For example, if you’re a tech company you could
offer to go into a local school to give advice to the next generation of techies. Even simpler, you could
write blogs on how to get into the industry or record a short podcast on the subject. The key is to be
creative with your brand. Customers don’t want to feel like they’re dealing with a cold corporate entity,
they want the companies they buy from to feel well-rounded, sincere, and like a real person.

5.  Keep Customers Informed

Make customers feel a part of your wider team by keeping them up to date on new developments such
as new product lines, new partnerships, or exciting milestones for the company. You can do this
through a monthly newsletter over email.

6.  Customer Onboarding

Onboarding will vary depending on your company’s niche, but the aim is to educate a customer about
your products and your brand. You don’t want to overwhelm them with a wall of text about your
business philosophy but being too quiet can make the customer feel ignored. When a customer buys
one of your products, you can send them an email with a short tutorial on how to use it and the details
of the customer service team, so they know who to contact if they have any issues.

7.  Use Gamification

Gamification is a fun way to reward loyal customers for benefitting your company, and it’s a very
successful strategy. You can offer customers a discount for referring a friend, you can award them
redeemable points for each purchase, or you can give them a visual appreciation boost in the form of a
badge.

8.  Be Personal
You’re collecting lots of data on your customers, so use this data to improve their experience. Before
reaching out to a customer you should know how they like to be contacted, what they have bought
previously, and what previous interactions looked like. Customers don’t want to feel like just another
number, and they will become frustrated if they have to repeat the same information over and over. By
offering a personalized experience they will feel like a part of your team and associate your company
with a smooth and easy experience.

Question No.3
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Come up with a business idea and explain CRM system which will suit it? i.e., value
creation strategy, marketing strategy?
Creatio is the Best small business CRM for automating sales processes it's still a process powerhouse
designed to simplify and automate sales and other functions without needing to code. This makes it
ideal for companies that want to collaborate on complex processes that require multiple steps,
approvals, or teams.
Contact records include convenient information fields, such as current time zone and preferred
communication channels. The Feed tab enables your team to post contact-related messages in a thread,
keeping all communication details easily accessible for collaboration.
Basic One to One Marketing Strategy – Implement Your Personalized Marketing
Strategy
Put the data you’ve collected and personalization strategy into action. Here are some basic, but proven
personalization marketing methods you can leverage:
Personalized emails.
Email marketing has been around for a long time. It’s one of the easiest ways to get started with one-to-
one marketing. Don’t send emails out under your company name. Send them from an actual person on
your marketing team. Use a real person’s name as the sender. Make sure your emails look authentic
and not like a mass template.
Use their name.
Writing “Dear Customer,” doesn’t create a sense of personalization. Using the person’s real name
works. If a prospect has filled out a form or downloaded a lead generator you have their name. Use it!
Marketing automation tools.
Automation tools can trigger lead nurturing campaigns. If a user downloads an eBook focused on a
specific topic, for example, you can put them in an email track. Now you’re sending information that
you know the customer is interested in.
Create persona-focused content.
The key to personalization is persona-driven content creation. Personas are the closest thing you can
get to sending customized content to every single potential customer. One-size-fits-all content never
fits all. Persona-based content helps you tailor a message to the right audience.
Respond to customers personally on social media.
Consumers use social media to do their product and service research more and more. When they
comment or ask a question, getting a response from a real person can make all the difference.

Advanced One to One Marketing Strategy – Implement Your Personalized Marketing Strategy
Personalization based on customers’ in-session context, or short-term user behavior.
Typically, personalization has been powered by pre-sorting customers into specific segments and
personas. But what does the customer need right now? Successful personalization tactics must take it
into account a customer’s in-session behavior to deliver relevant personalized experiences to cater to
the customer’s immediate need.
Seamless omnichannel personalization.
In this interwoven world of digital and physical channels, businesses need a customer experience
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strategy where stores/branches/restaurants and digital channels coexist and complement each other.
Marketing teams need to build a cohesive, real-time view of customer context that can drive seamless,
cross-channel personalization.
Personalization with location, weather and time intelligence.
In addition to being relevant to real-time customer needs, effective 1:1 marketing must also have the
ability to relate to real-time customer context. This means personalization that takes historical patterns
of engagement and external factors into consideration—such as a customer’s current location, weather,
or time—in order to engage with them in the most appealing and contextual way possible.
Personalization based on intent prediction.
To achieve engaging and effective personalization for 1:1 marketing, need to go a step beyond reacting
to customer actions in real time—they need to be proactive and be able to predict what those actions
will be. This means using machine learning (ML) and artificial intelligence (AI) for intent prediction to
personalize engagement.