Page 1 Role of CRM Managers
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Role of CRM Managers
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Role of CRM ManagerAspiration-Setting: Sets bold aspirations—a clear
vision—for the development of the relationship.Relationship Strategy Sets and executes a client
relationship strategy that defines which issues to focus on, which opportunities to pursue and which individuals to invest in.
Team Leadership Creates, manages, and leads the team, providing appropriate coaching and mentoring along the way.
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Client Leadership It is perceived as a thought leader by senior client executives. Facilitates the development of a vision for the overall success of the company, business area, or function
Ambassadorship and entrepreneurship Identifies, mobilizes, and delivers into the relationship the right people, solutions, resources, and ideas from across the firm.
Commercial Management and quality control Successfully undertakes contract negotiations, ensures financial success, and monitors quality.
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As a relationship builder
Identifying potential customers and their needsApproaching key decision makers in the firmNegotiating and advancing dialogue and mutual
trustCoordinating the cooperation between the customers
and company
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Encouraging the inter-organizational learning process
Contributing to constructive resolution of existing conflicts
Leading the customer relationship development team
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Nowadays, CRM Managers have a brief role in any organization ie
Individualizing service and offers Integrating crm elements more efficiently Interacting in a highly sophisticated manner
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Individualization
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Integration
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Interaction
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CRM Manager in companiesPlanning and delivering CRM strategies across the company
encouraging customer retention and customer loyalty.Deciding on the CRM platform structure and architecture
ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
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Overseeing direct communications with customers through the CRM.
Monitor and maximise customer lifetime value strategies ensuring maximum profitability.
Ensuring the database is segmented effectively for targeted marketing activities.
Overseeing the migration of all direct communications to lower cost mediums such as SMS and email.
Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
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Thank you