What Does It Mean to be a Customer Relationship Manager in 2017?
All businesses today say the customer relationship is important.
But the vast majority of us fall short of meeting customer experience expectations. According to a Walker Consulting Firm Study, by 2020, customer experience is poised to become the #1 brand differentiator.
Also, remember that customer experience is 100X more complicated than in years past. Connecting
What could go wrong? Today more than ever, having the customer relationship manager in place is vital to a company's ability to compete.
Let's explore what this role means today.
The Goals Of a CRM
The ultimate goal of a customer relationship manager is to improve the overall relationship that a business has with its customers.
A business commonly measures the success of this goal through:
- Customer retention rates
- CLV (customer lifetime value)
- Increased quarterly sales
- Various loyalty measures
- Customer reviews
These measures define the health of the customer relationship. This goal hasn't really changed, although customer expectations have changed dramatically.
42% of customer expect a response to social messaging within 1 hour.
76% of people have stopped doing business with a brand after 1 bad experience.
The Roles of a CRM
To accomplish goals, the customer relationship manager assumes several roles: They must plan and
A CRM Must also:
- Maximize opportunities
- Manage risk
- Collaborate with other departments
- Oversee customer communications
- Adjust strategies to achieve goals
- Develop an intimate knowledge of what customers want.
Today, a CRM must be everywhere at once, monitoring and managing the relationships across channels.
The manager is both maintaining existing initiatives and blazing new trails, which takes incredible focus,
The Tools of a CRM
Fortunately, Customer Relationship Management Software helps a CRM
Understanding this tool is an important part of comprehending what it means to be a CRM today.
An effective customer relationship management system:
- Stores all customer contact information
- Tracks customer touch points
- Shows a complete history of customer interactions
- Follows social media mentions
- Keep the experience cohesive.
They also help
What Does it Mean to Be a Customer Relationship Manager Now?
Customer expectations have soared. Fortunately, we have the customer relationship technology to help you meet those demands.
For more information on how our cloud-based customer relationship management systems can help you meet expectations in 2017 and beyond, sign up for a free 30 day trial.
We're the customer relationship managers behind your relationship management success. Let's get started working together today!