Role of CRM manager

ROLE OF CRM MANAGERS

Role of CRM manager in planning and implementation

1           Developing CRM Programs

2           Direction

3           Listening

4           Conflict resolution

5           Positive image

6           Follow through

7           Administrative duties

8           Coaching sessions

9           Customer interaction

10      Communication

11      Reporting to senior management

Responsibilities:

1.     Measurable increase in customer satisfaction measures

-  Maintain or increase recurring revenue from their customers

-  Develop/maintain referenceable customers

-  Decrease in Executive level escalations from assigned customers.

2.     Acts as Customer Advocate within the organization

-  Develops in-depth knowledge of the customer's goals and strategy as it relates to the product/service being used, assists the customer in reaching those goals, and communicates those goals internally to help drive product/service decisions.

-  A single contact/escalation point for cross product/cross functional issues

-  Holds customer accountable for maintaining contracted levels of training/staffing/etc.

STRATEGIC CRM PLANNING PROCESS:

•      Defining the business objectives.

•      Understanding CRM Three dimensions (people, process, IT)

•      Using a structured approach to manage CRM

•      Identifying both corporate and customer needs

•      Using customer needs to re-engineer business processes

•      Selecting technology based on business needs and functionality

•      Ensuring systems development is business led

•      Ensuring actionable measures of customer performance

•      Actively managing culture and change, win buy in

•      Using a phased implementation strategy