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:
- Customer relationship managers should know their customer's needs, wishes and dreams. He or she should be well versed in the value delivered to customers and the problems customers are trying to solve.
- The customer relationship manager will not only solve customer requests but will proactively offer ideas and insights to improve the customer's issues and challenges.
- The customer relationship manager will follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
Editor's note: Read more about the role of the customer relationship manager in these books by Lior Arussy.
Learn more about managing a customer-focused business
Get more resources for call center managers
Dig Deeper on Customer loyalty and retention
Related Q&A from Lior Arussy
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ... Continue Reading
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ... Continue Reading
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ... Continue Reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.