Which of the following is a CRM skill?

• A. Planning and decision making
• B. Public speaking
• C. Inventory management
• D. Data entry

Answer: (A)

CRM skills focus on shaping how a business builds and maintains relationships with customers through thoughtful planning and informed decision making. This means designing when and how to engage customers, selecting the right channels, and choosing actions based on data and goals. Planning and decision making is essential in CRM because it guides segmentation, personalized messaging, lifecycle campaigns, and how you respond to changing customer needs, all of which drive stronger relationships and better outcomes.

Public speaking, while valuable in many roles, isn’t specific to managing customer relationships or orchestrating CRM activities. Inventory management deals with stock and supply chain operations, not the day-to-day relationship strategies with customers. Data entry is a basic administrative task; it supports CRM but doesn’t capture the strategic, decision-driven aspect that defines CRM work.