Use customer relationship management software

Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.

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skill/competence

cross-sector

Use customer relationship management software is an essential skill of the following occupations:

Search engine optimisation expert: Search engine optimisation experts increase the ranking of a company’s web pages with regard to target queries in a search engine. They create and launch SEO campaigns and identify areas of improvement. Search engine optimisation experts may conduct pay per click (PPC) campaigns.
Call centre agent: Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Commercial sales representative: Commercial sales representatives represent a company in selling and providing information on goods and services to businesses and organisations.
Travel consultant: Travel consultants provide customised information and consultation on travel offers, make reservations and sell travel services together with other related services.
Technical sales representative in agricultural machinery and equipment: Technical sales representatives in agricultural machinery and equipment act for a business to sell its merchandise while providing technical insight for customers.
Sales account manager: Sales account managers serve as intermediators between clients and the organisation, managing both sales and long term relations with the client. They have knowledge about products and services and develop contracts with customers.
Technical sales representative in hardware, plumbing and heating equipment: Technical sales representatives in hardware, plumbing and heating equipment act for a business to sell its merchandise while providing technical insight for customers.
Technical sales representative in mining and construction machinery: Technical sales representatives in mining and construction machinery act for a business to sell its merchandise while providing technical insight for customers.
Technical sales representative in electronic and telecommunications equipment: Technical sales representatives in electronic and telecommunications equipment act for a business to sell its merchandise while providing technical insight for customers.
Travel agent: Travel agents design and market travel programme itineraries for potential travellers or visitors.
ICT account manager: ICT account managers build business relationships with customers to facilitate the sale of hardware, software, telecommunications or ICT services. They also identify opportunities and manage sourcing and delivery of products to customers. They achieve sales targets and maintain profitability.
ICT help desk agent: ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.
Technical sales representative in machinery and industrial equipment: Technical sales representatives in machinery and industrial equipment act for a business to sell its merchandise while providing technical insight for customers.
Technical sales representative in chemical products: Technical sales representatives in chemical products act for a business to sell its merchandise while providing technical insight for customers.
Technical sales representative: Technical sales representatives act for a business to sell its merchandise while providing technical insight for customers.
Technical sales representative in the textile machinery industry: Technical sales representatives in the textile machinery industry act for a business to sell its merchandise while providing technical insight for customers.
Technical sales representative in office machinery and equipment: Technical sales representatives in office machinery and equipment act for a business to sell its merchandise while providing technical insight for customers.
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.

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

Motor vehicles parts advisor: Motor vehicles parts advisors sell motor vehicle parts, order parts and identify alternative parts.
ICT help desk manager: ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Customer service representative: Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Online sales channel manager: Online sales channel managers define the sales programme for e-commerces such as goods sold via e-mail, internet and social media. They also assist in planning the of the online sales strategy and identifying marketing opportunities. Online sales channel managers also analyse competitor sites, review the site performance and analytics.
Car leasing agent: Car leasing agents represent businesses involved in financing vehicles, offering appropriate leasing schemes and additional services related to the vehicle. They document transactions, insurances and instalments.
Rental service representative: Rental service representatives are in charge of renting out equipment and determining specific periods of usage. They document transactions, insurances and payments.
Vehicle rental agent:
Vehicle rental agents represent businesses involved in renting out vehicles and determine short periods of usage. They document transactions, insurances and payments.

Travel and tourism vocational teacher: Travel and tourism vocational teachers instruct students in their specialised field of study, travel and tourism, which is predominantly practical in nature. They provide theoretical instruction in service of the practical skills and techniques the students must subsequently master for a travel and tourism-related profession. Travel and tourism vocational teachers monitor the students’ progress, assist individually when necessary, and evaluate their knowledge and performance on the subject of travel and tourism through assignments, tests and examinations.
Call centre supervisor: Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Office manager:
Office managers oversee the administrative work that clerical workers are commissioned to perform in various types of organisations or associations. They perform micromanagement and maintain a close view of administrative processes such as such as controlling correspondence, designing filing systems, reviewing and approving supply requisitions, assigning and monitoring clerical functions. They report to managers within the same department or to general managers in companies, depending on their size.
Live chat operator: Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.

References

1. Use customer relationship management software – ESCO