What Is the Job Description of a CRM?
A customer relationship manager (CRM) oversees the customer service department of an organization. In addition managing a team of customer service representatives, this manager also interacts directly with customers in an effort to relay their thoughts and concerns to management.
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Customer Service Strategy
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A CRM routinely reviews the policies and procedures of the customer service department in an effort to devise methods of improvement.
Department Manager
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As head of the customer relations department, a CRM is required to hire, train and offer performance management to members of the team.
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Customer Interaction
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Working directly with customers, CRMs resolve customer complaints and answer questions surrounding the company and its products or services. Additionally, the manager escalates serious issues to management.
Education and Experience
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CRMs are often required to possess a four-year degree. Additionally, prior experience within the customer service field is also a must.
Salary
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Simply Hired reported in 2010 that the average yearly salary paid to CRM in the U.S. is $71,000.
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