Customer relationship management

Description

The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

Alternative labels

management of customer relationship
customers relationship management
CRM
customer-oriented management

Skill type

knowledge

Skill reusability level

cross-sector

Relationships with occupations

Essential knowledge

Customer relationship management is an essential knowledge of the following occupations:

Spa manager: Spa managers coordinate the day-to-day operations of the spa establishment in order to provide guests with the best customer experiences. They oversee the activities and performance of staff, manage the financial aspects of the Spa, deal with suppliers and run advertising campaigns for the spa in order to attract more customers.
Commercial sales representative: Commercial sales representatives represent a company in selling and providing information on goods and services to businesses and organisations.
Commercial director: Commercial directors are responsible for the income generation for the commercial sector of their company. They manage several commercial tasks such as setting targets, overseeing the development of products, planning and developing selling efforts, managing sales agents, and determining product prices.
Beauty salon manager: Beauty salon managers oversee the daily operations and staff management in a beauty salon. They ensure customer satisfaction, budget control and inventory management. Beauty salon managers set up and enforce salon rules and cleanliness guidelines. They are also in charge of promoting the salon to attract new clients.
Laundry and dry cleaning manager: Laundry and dry cleaning managers oversee the laundry operations in an institutional laundry. They supervise laundry and dry cleaning staff, plan and enforce safety procedures, order supplies and oversee the laundry’s budget. Laundry and dry cleaning managers ensure the quality standards and that customers’ expectations are met.
Marketing assistant: Marketing assistants support all the efforts and operations carried out by marketing managers and officers. They prepare reports in relation to the marketing operations needed by other departments, especially account and financial divisions. They ensure that resources needed by the managers to perform their job are in place.
 
Membership manager: Membership managers oversee and coordinate the membership plan, support existing members and engage with possible new members. They analyse the market trend reports and develop marketing plans accordingly. Membership managers monitor and ensure the efficiency of processes, systems and strategies.
Equine yard manager: Equine yard managers are responsible for the day to day running of the yard including managing staff, care of the horses, all aspects of health and safety and dealing with clients and owners.
Garage manager: Garage managers oversee the work of road vehicle mechanics and administrative personnel. They organise the daily work and deal with clients.
Interpretation agency manager: Interpretation agency managers oversee operations in the delivery of interpretation services. They coordinate the efforts of a team of interpreters who understand and convert spoken communication from one language to another. They ensure the quality of the service and the administration of the interpretation agency.
Translation agency manager: Translation agency managers oversee operations in the delivery of translation services. They coordinate the efforts of a team of translators who translate written material from one language to another. They ensure the quality of the service and the administration of the translation agency.
Animal facility manager: Animal facility managers coordinate and plan all activities of a zoo. They formulate policies, manage daily operations, and plan the use of materials and human resources. They are the driving force and public face of their institution. This often involves representing their institution on a national, regional and global scale and taking part in coordinated zoo activities.
After-sales service technician: After-sales service technicians provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.
Contact centre supervisor: Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.
Livestock advisor: Livestock advisors provide complex specialist advice to farmers and livestock breeders to ensure that their business and production is optimised.
Contact centre manager: Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.
Advertising sales agent: Advertising sales agents sell advertising space and media time to businesses and individuals. They make sales pitches to potential clients and follow up on after-sales.

Optional knowledge

Customer relationship management is optional for these occupations. This means knowing this knowledge may be an asset for career advancement if you are in one of these occupations.

Chemist: Chemists perform laboratory research by testing and analysing the chemical structure of substances.They translate the research results into industrial production processes which are further used in the development or improvement of products. Chemists are also testing the quality of the manufactured products and their environmental impact.
Horticulture worker: Horticulture workers carry out practical activities and assist in nurseries or greenhouses for the production of horticultural crops.
Chemical application specialist: Chemical application specialists develop chemical products according to the needs and expectation of the clients. They conduct development of formulas and processes of formulation as well as evaluation of the efficiency and performances of the formulations.
Middle office analyst:
Middle office analysts work in the treasury of a financial company, ensuring compliance with company policy and legal legislation, providing research and analysis on financial matters, measuring risk and supporting operations in the front office.
Financial manager: Financial managers handle all the matters in reference to the finance and investments of a company. They manage financial operations of companies such as the assets, liabilities, equity and cash flow aiming to maintain the financial health of the company and operative viability. Financial managers evaluate the strategic plans of the company in financial terms, maintain transparent financial operations for taxation and auditing bodies, and create the financial statements of the company at the end of the fiscal year.
Network marketer: Network marketers apply various marketing strategies, including ​network marketing strategies to sell products and convince new people to also join in and start selling these products. They use personal relations to attract customers and sell various types of products.
Credit union manager: Credit union managers oversee and manage member services, supervise staff and operations of credit unions. They inform staff about the latest credit union procedures and policies and prepare financial reports.
Client relations manager:
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Horticulture production team leader: Horticulture production team leaders are responsible for leading and working with a team. They organise daily work schedules for the production of horticulture crops and participate in the production.

Farm milk controller: Farm milk controllers are responsible for measuring and analysing the production and quality of the milk and providing advise accordingly. 
Business developer:
Business developers strive to improve the market share of companies in the market. They perform strategic analyses of the core advantages that a company’s products or services have to offer, they cooperate in the development of marketing campaigns for lead generation and support on sales efforts.
Customer contact centre information clerk: Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company’s or oganisation’s services, products and policies.
Horticulture production manager: Horticultural production managers plan the production, manage the enterprise and participate in the production

 


 

References

  1. Customer relationship management – ESCO

 

Last updated on September 20, 2022

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