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Customer Relationship Manager

The document outlines the key responsibilities of a Customer Relationship Manager which include building and maintaining relationships with important customers, resolving customer complaints efficiently, keeping customers updated on new products to increase sales, meeting with managers to strategically plan, and expanding the customer base through upselling and cross-selling. Additional duties involve addressing individual customer needs, conducting business reviews using CRM software, understanding competition to strategize, and setting and working to meet sales and revenue targets by collaborating with internal teams.

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220 views

Customer Relationship Manager

The document outlines the key responsibilities of a Customer Relationship Manager which include building and maintaining relationships with important customers, resolving customer complaints efficiently, keeping customers updated on new products to increase sales, meeting with managers to strategically plan, and expanding the customer base through upselling and cross-selling. Additional duties involve addressing individual customer needs, conducting business reviews using CRM software, understanding competition to strategize, and setting and working to meet sales and revenue targets by collaborating with internal teams.

Uploaded by

Dhruv
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Customer Relationship Manager Responsibilities:

 Building and maintaining profitable relationships with key customers.


 Overseeing the relationship with customers handled by your team.
 Resolving customer complaints quickly and efficiently.
 Keeping customers updated on the latest products in order to increase sales.
 Meeting with managers in the organization to plan strategically.
 Expanding the customer base by upselling and cross-selling.
 Understanding key customer individual needs and addressing these.
 Conducting business reviews using CRM programs.
 Knowing your competition and strategizing accordingly.

Responsibilities

 Build relationships with key employees among customers


 Create plans to address clients’ business needs
 Advise clients on creating profitable processes
 Schedule regular meetings with customers to ensure they are satisfied
 Act as point of contact for complaints and escalate issues as appropriate
 Help sales team up-sell or cross-sell services and products
 Ensure both the company and clients adhere to contract terms
 Study competition to find new ways to retain customers
 Set sales and revenue targets and work diligently to meet them
 Collaborate with internal teams (e.g. sales, engineers, senior management) to address
customers’ needs

Customer Relationship Manager Duties and Responsibilities

Though customer relationship managers are found in a wide variety of industries, they all share many of
the same common responsibilities. We examined several job postings for this position and found the
following duties were most often indicated by employers:

 Manage Customer-Business Communications

 In one of their most important roles, customer relationship managers are the face of their
company to clients and customers. They develop and distribute emails, letters, and other
correspondence regarding problem resolutions, product and service features and upgrades,
company changes, welcome packets, and other materials for new and existing customers.

 Solve Customer Issues

 Customer relationship managers must address any customer issues and problems quickly to
reflect the regard in which each customer is held. Prompt and successful responses to customer
and client issues is a major point in retaining customers and can lead to positive reviews and
word-of-mouth references that can lead to more business.

 Monitor Customer Care Strategies

 It is up to customer relationship managers to review customer care practices on a continual


basis to make sure that all customers are getting the attention they deserve. This might include
devising separate strategies and plans for specific customers and reviewing the effectiveness of
existing strategies to explore the need for changes as necessary.

 Collaborate to Ensure Customer Satisfaction

 Customer relationship managers share input on product development, sales, marketing, and
distribution based on conversations with existing customers. Using feedback, surveys, and other
tools, customer relationship managers develop an understanding of what customers are looking
for and present suggestions to other departments to improve products or services, expand
distribution, or create more effective marketing campaigns.

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