Manage Learn to apply best practices and optimize your operations.

The role and responsibilities of CRM manager vs. customer relationship manager

The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.

Can you define the role of a customer relationship manager? Is this role different than that of the CRM manager?...

Have the responsibilities for this role changed as a result of emerging CRM technology and new trends?

If by customer relationship manager you mean an individual who is in charge of actual relationships with a customer (as opposed to an individual who is in charge of customer experience design), then here are some suggestions:

Editor's note: Read more about the role of the customer relationship manager in these books by Lior Arussy.

Next Steps

Learn more about managing a customer-focused business

Get more resources for call center managers

This was last published in February 2008

Dig Deeper on Customer loyalty and retention

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

Join the conversation


Send me notifications when other members comment.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Please create a username to comment.

What is the most important skill required for a CRM manager?
Understand both the entirety of your business (every department and potential touchpoint with a customer) and the needs of customers. 
what are the roles and responsibilities of in house CRM who manage the internal vendors and contractors?