Read this recent job posting for a customer relationship manager (CRM) from JobsDB. Based on this job description, what would you say are the main responsibilites of a CRM manager ? Do any of these responsibilities involve in-depth or hands-on knowledge of information technology ?
CRM manager help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
CRM manager need to have a good comunication with the local and overseas consumer, to know their behavior, their needs, their interested in... CRM manager also need to keep closely contact with CRM Director and analytics team to understandand the consumer lifestyle, then analyze program effectiveness and utilize learning to improve future program planning process.
They also help an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team. They have to allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.
CRM manager help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
CRM manager need to have a good comunication with the local and overseas consumer, to know their behavior, their needs, their interested in... CRM manager also need to keep closely contact with CRM Director and analytics team to understandand the consumer lifestyle, then analyze program effectiveness and utilize learning to improve future program planning process.
They also help an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team. They have to allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.
CRM includes many aspects which relate directly to one another:
- Front office operations : Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc.
- Back office operations : Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.) - Business relationships : Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities. - Analysis : Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability)
Using Web services to integrate CRM applications can benefit the organization in many ways. Overall, organizations using Web services for integration have the potential to become more efficient and responsive to market changes and competitive pressures. Web services can help an organization cost-effectively and efficiently integrate on-demand self-service applications and interactive voice response systems with the core CRM application. They enable organizations to exchange data and information seamlessly between self-service tools and modules and the CRM application without having to undergo a lengthy and complicated integration process.
- Back office operations : Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.) - Business relationships : Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities. - Analysis : Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability)
Using Web services to integrate CRM applications can benefit the organization in many ways. Overall, organizations using Web services for integration have the potential to become more efficient and responsive to market changes and competitive pressures. Web services can help an organization cost-effectively and efficiently integrate on-demand self-service applications and interactive voice response systems with the core CRM application. They enable organizations to exchange data and information seamlessly between self-service tools and modules and the CRM application without having to undergo a lengthy and complicated integration process.
You've described CRM strategy in this post, you can also explain what I.T. knowledge a CRM manager may need in order to carry out his/her responsibilities effectively.
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