Role of customer relationship manger in the organization and explain the role with call center management.Expectation from customer relationship manager in organisation.

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Role of CRM Managers

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Role of CRM Manager
Aspiration-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 needs
Approaching key decision makers in the firm
Negotiating and advancing dialogue and mutual
trust
Coordinating 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 companies
Planning 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

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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