The Profile Of A CRM Specialist: Once the drawer of the big world of professions related to Digital Marketing has been opened (we started talking about the SEO specialist ), it is time to thoroughly deal with a profile that is very closely linked to the client.
And this is none other than the CRM specialist: the person in charge of managing all customer relationships, both current and potential (or leads ). Yes, the one in order of writing down your birthday in its database so that the brand congratulates you by email, or the one that sends you newsletters every week with the best news in the sector. But his functions, as you will understand, go far beyond this.
What Is A CRM Specialist?
The CRM ( Customer Relationship Management) specialist manages customer relationships with the company, identifies those considered most valuable, maintains them over time, and works to increase the current portfolio. The Profile Of A CRM Specialist
This trend is found within the so-called Relational Marketing. The rest of the company’s departments feed on the information collected to personalize the planned commercial actions. The Profile Of A CRM Specialist
Although all the profiles end up focusing on the client, the CRM specialist is perhaps one of those who usually have the most information about them; they know it in depth to increase the value of the offer and thus achieve successful results.
The concept of CRM has been around for as long as sales and customers existed. Still, today customers buy through various channels simultaneously (both offline and online) from anywhere and at any time. Each of them requires a value proposition that encourages you to buy again. The Profile Of A CRM Specialist
What Is The Professional Profile Of A CRM?
A good CRM must predict customer behavior to make long-term strategic decisions.
It stands out for its excellent ability to exploit and analyze all customer information because without an analytical part, and it is impossible to detect behavior patterns of each type of consumer, which end up being used to design different (and personalized) commercial actions aimed at each one from them.
He must also get along with all the Marketing Departments and know about sales and customer service. The Profile Of A CRM Specialist
In addition, all this user information does not remain only in the hands of the CRM. Still, it must be in an integrated system so that the rest of the company can access it and use it to address the customer when necessary. It is already known that information is power, and the CRM specialist plays an essential role in bringing together all the required information.
What Should Be The Formation Of A CRM?
A CRM should have training in Digital Marketing, business, and business, as well as knowledge in communication and social networks, if possible. In addition, their experience in areas of customer or user behavior and the handling of specialized customer management software is valuable.
Duties Of A CRM Specialist
- More excellent knowledge of customer profiles that serve to personalize dealings with them. This entails a reduction in service costs, since, by having more information about customers, the actions of the Marketing Department are more accurate.
- Provide information for the design of specialized products and offers for each type of client.
- Increased customer satisfaction and loyalty. They must seek to retain them.
- Do not lose sight of potential customers. As with the clients already part of the company’s current portfolio, those leads in the database will have to be followed up exhaustively to see how they can become clients.
- They must not only collect personal and purchase information from the customer but also about their behavior or even why they decide (if at all) to leave the brand.
Although the human component (the specialist himself) is essential, a CRM tool (a program or software dedicated to it) must be in place to manage all customer information and perform its functions correctly. Therefore, it is the specialist’s competence to know how to function in handling said software.
This would be the profile, in summary, of a CRM specialist. Customer management is the task of all company departments, especially the Marketing Department. But if you need to know much more about your clients, this analyst is the person you should contact to collect truthful and quality information.
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