CRM List of Duties

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Customer relations manager (CRMs) help a company develop and maintain relationships with a customer base. The position, described as a company's "goodwill ambassador" by Auto Careers Today, involves working with both employees and customers to make sure customer service goals are met, resolve customer complaints and develop sales plans.

Sales

  • CRMs help with sales by keeping an organized list of past customer purchases to anticipate future customer needs. CRMs commonly use software programs to maintain this list. Having a record of a customer's history allows sales staff to inform the customer about upcoming items or specials that may suit the customer's needs.

Marketing

  • Customer relations managers use marketing techniques to retain existing customers and to help attract new customers. Marketing strategies include cross-selling and up-selling products, cold-calling customer leads, targeting and profiling customers for specific products and generating up-to-date leads for sales staff.

Customer Service

  • CRMs help provide customer service to clients both before and after a sale is made. Customer service can take many different forms, but commonly includes follow-up inquiries with the customers, taking and interpreting customer surveys, answering any questions about products or services and anticipating guest needs.

References

  • Photo Credit customer service image by Kurhan from Fotolia.com
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