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