Customer Relationship Manager (CRM) as a Profession
Understanding Customer Relationship Manager…CRM is the bridge between the customer and the company. Company CRM can make or break a company. They carry their company’s reputation and trust.
Not only his role is to acquire customers but also to retain them for long-term growth. CRM has to equip himself to connect and accommodate ongoing customer needs… Customer satisfaction is the key to any flourishing business.
Knowing Your Customer in todays time :
The customer is well educated and / or well informed
Prepared to pay for quality, the value it brings to them
Personalised service preferred
Prefers open and clear answers to his needs
Expects timely upgrades on products and services
Zero tolerance for any type of error
Attributes of Customer Relationship Manager :
Listening and asking a relevant questions to customers. Be sensitive to their needs.
Know your customer well. Do not make assumptions.
Good communication skills / Well articulated.
Identifying self and customer triggers.
Do not over-promise or delivery less and vice versa.
Set boundaries and handle conflicts with skill.
Work for mutual and rewarding outcomes.
Be open to constructive criticism.
Encourage customers for feedback – good or bad and work towards betterment.
Value and respect all available resources especially TIME.
Golden Rules for a successful CRM :
CARE for your customer, otherwise they will SCARE you
Do not just SELL, SATISFY
Do not just SATISTY, PAMPER
Do not just PAMPER, CHARM
And the best way to charm your customer is to WEAR A SMILE & DISPLAY IT PROMINENTLY.