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Role of CRM Managers
Page 2
Page 3
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Role of CRM Manager
Aspiration-Setting: Sets bold aspirations—a clear
vision—for the development of the relationsh...
Page 6
Client Leadership It is perceived as a thought leader by
senior client executives. Facilitates the development of ...
Page 7
As a relationship builder
Identifying potential customers and their needs
Approaching key decision makers in the ...
Page 8
Encouraging the inter-organizational learning
process
Contributing to constructive resolution of existing
conflic...
Page 9
Nowadays, CRM Managers have a brief role in any
organization ie
 Individualizing service and offers
 Integrating...
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Individualization
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Integration
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Interaction
Page 13
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CRM Manager in companies
Planning and delivering CRM strategies across the
company encouraging customer retention...
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Overseeing direct communications with customers
through the CRM.
Monitor and maximise customer lifetime value st...
Page 16
Page 17
Thank you
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Role of customer relationship manager

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 customer relationship manager

  1. 1. Page 1 Role of CRM Managers
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  5. 5. Page 5 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.
  6. 6. Page 6 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.
  7. 7. Page 7 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
  8. 8. Page 8 Encouraging the inter-organizational learning process Contributing to constructive resolution of existing conflicts Leading the customer relationship development team
  9. 9. Page 9 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
  10. 10. Page 10 Individualization
  11. 11. Page 11 Integration
  12. 12. Page 12 Interaction
  13. 13. Page 13
  14. 14. Page 14 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
  15. 15. Page 15 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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  17. 17. Page 17 Thank you

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