Role of CRM Managers

Page 1

Page 2

Page 3

Page 4

Role of CRM Manager

Aspiration-Setting: Sets bold aspirationsa clear

visionfor 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.
Page 5

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.

Page 6

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

Page 7

Encouraging the inter-organizational learning

process
Contributing to constructive resolution of existing
conflicts
Leading the customer relationship development team

Page 8

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

Page 9

Individualization

Page 10

Integration

Page 11

Interaction

Page 12

Page 13

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
works effectively for all aspects of the company.
Page 14

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.
Page 15

Page 16

Thank you
Page 17