Description
CRM (Customer Relationship Management) consultants are in charge of managing customer relationships using integrated management software. These professionals combine different functions in a single system, capable of managing activity data and workflow to communicate with the different departments of the same company or organisation with the aim of improving productivity, as well as increasing the number of sales by improving customer service and customer relations. They are experts in building lasting relationships with customers, insofar as they are able to identify and segment them effectively, with an emphasis on the human component.
Consequently, the objective of CRM consultants' work is to maintain a fluid and trusting relationship with the clientele in order to identify the needs of each type of customer, their preferences, their spending, the type of products they consume and how regularly they consume them. These professionals, beyond using software to optimise their work, bring their experience and knowledge to optimise this function. While knowing the preferences of the clientele in order to respond to them is essential, the purpose of their task is to optimise the resources available to the company or organisation in order to achieve growth (in productivity, sales, profits) by planning resources (investment capacity, people, knowledge, marketing strategies, etc.) and the digitalisation of corporate management processes. An important objective is also the definition of Key Performance Indicators (KPI) to monitor customer behaviour. Linked to the KPIs, they must also establish optimal thresholds for monitoring campaigns and the return on promotional investments.
In the work of CRM consultants, the starting point is the certainty that improved communication and increased trust on the part of the clientele directly leads to an increase in turnover. Consequently, these professionals will provide guidelines and working guidelines to carry out a set of procedures that will eventually become standardised systems to address each of the commercial relationships in a personalised manner. In addition,
In short, CRM consultants are in charge of transforming the needs of the clientele and their relationship with the company into innovative solutions that build loyalty, extracting the potential of the client's context to design personalised and innovative business solutions.
Tasks
© Barcelona Activa 2023
Centre per al desenvolupament professional Porta22
Barcelona Treball (Porta22)
Llacuna, 156-162, 08018 Barcelona
bcn.cat/treball
Monday to Friday from 9 to 18 h