Business-to-Business Customer Relationship Management
Manage relationships with stakeholders for account management, retention and business development purposes
Type
Functional
Competency Area
Stakeholder and Customer Management
Levels
Build day-to-day working relationships with customers to improve business development opportunities
Manage customer relationship management programmes
Monitor customer relationship management programmes execution
Plan activities and processes for managing customer relationships
Consult with customers to ensure products and services meet customer needs
Identify potential upsell opportunities
Introduce customers to other relevant products and services
Establish working relationships with customers to improve business credibility, knowledge sharing and business development opportunities
Review existing customer relationship management programmes
Develop customer relationship management plans Manage customer relationship management programmes
Establish strong credibility with customer as the go-to person for any related upsell or cross-sell opportunities
Formulate customer relationship strategies and enhance networks which may provide strategic value to the organisation
Review the background of customer relationship management by the organisation and determine objectives
Develop customer relationship management strategies
Guide operational plan development to support achievement of customer relationship management strategies
Set key performance indicators to evaluate customer relationship management
Perform trade-off analyses to measure potential upsell and cross-sell revenue gain against customer discounts
Influence and strengthen key strategic relationships which may provide strategic value to the organisation
Establish customer relationships management framework
Formulate upsell and cross-sell framework
Refine customer relationship management strategies according to upcoming market trends and insights