Customer Relationship Management Operations
Manage and analyse customer data to foster long-term relationships with customers and drive sales growth
Type
Domain
Competency Area
Marketing
Levels
Maintain effective regular communication with customers
Demonstrate communication skills that utilise effective questioning methods and active listening
Maintain records and documentation relating to customer relationships
Adapt to any special needs and diversity of customers
Monitor client satisfaction
Obtain customer information sensitively
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 client needs
Manage customer relationship management programmes
Review existing customer relationship management programmes
Develop customer relationship management plans
Manage and inspect customer requirements, build trust and respect through use of effective communication techniques and present information clearly and with sufficient details to meet customer needs
Enhance customer loyalty
Review 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