Customer Relationship Management - Stakeholder Management
Establish strategies and practices to manage customer interactions through the customer lifecycle with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth
Type
Functional
Competency Area
Customer Relationship and Stakeholder Management
Levels
Execute Customer Relationship Management (CRM) implementation plans
Perform tasks related to implementation of new CRM capabilities deployment strategies
Input data into CRM tools to facilitate downstream tracking of prospective customers, manage accounts and opportunities
Use CRM tools to track calls, emails, to-do lists or create email templates
Locate and enter leads in CRM tools
Add products to leads and opportunities
Use reports to track customer accounts that are at risk
Maintain records and documentation relating to customer relationships
Adapt to any special needs and diversity of customers
Monitor customer satisfaction
Maintain effective regular communication with customers, collect and check customer information with existing records
Engage with customers and execute Customer Relationship Management (CRM) capabilities
Execute plans for implementation of new CRM capabilities deployment strategies
Use CRM tools to track prospective customers, manage accounts and opportunities
Generate reports on customers’ buying history and behaviour
Monitor customer metrics and historical customer engagements
Engage customers to ensure products and services meet customers’ needs
Identify opportunities for cross-selling through customer engagement
Analyse marketing efforts and their impact on customer relationships
Manage customer plans and drive adoption of new CRM capabilities
Develop and manage plans for implementing new CRM capabilities
Manage and monitor optimisation of CRM tools and technologies
Draw and communicate insights from CRM data to fine-tune sales processes
Develop customer journeys
Convert qualified leads to accounts, contacts and opportunities
Review existing CRM programmes
Develop CRM plans
Manage dissatisfied customers or deviant requests
Evaluate returns on investment (ROIs) of customer relationships, and marketing and communication strategies, to develop appropriate customer account plans
Provide insights into desired marketing mixes to build customer relationships
Initiate and drive customer relationships and formulate CRM strategies
Define the applications of CRM technologies, tools and practices in the organisation
Lead identification of current and emerging trends, technologies, competitive landscape and customer expectations in terms of CRM
Assess and recommend investments in CRM capability areas
Drive optimisation of CRM tools and technologies to achieve customer acquisition, engagement, retention, loyalty and conversion across all channels and platforms
Formulate CRM objectives and strategies
Guide operational plan development to support achievement of customer relationship management strategies
Set key performance indicators to evaluate CRM
Build relationships with identified key contacts involved in purchasing decisions
Evaluate customer expectations