The main responsibility of CRM manager is communicated between consumer and company. CRM manager understand what consumer need directly by internet. Then development of consumer database, understand consumer lifecycle and behavior. Work with analytics team to understand key drivers of consumer need and want for better consumer marketing programs, better resources allocation and better consumer services.
Thought database information, CRM manager not only analytics the information, but also need make an integrated consumer calendar, develop and execute consumer contact strategy. After that, run the programs. The aim is to attract new customer and keep current customers by delivering satisfaction. It can gain more profit in the company.
Moreover, assist to develop and employ new customer research and survey methods to enable brands to obtain key data to aid in decision making.
In my opinion, CRM manager need involve in-depth or hands-on knowledge of information technology. CRM manager works with analytics team to ensure most efficient capture and integration of online / offline consumer information. Also he need monitor key CRM performance metrics, response analysis for multi-channel consumer marketing programs. He needs to know the detail of the system, he can develop a better systems for customer. On the other hand, this job category is Information Technology (I.T.) - Application Specialist, Information Technology (I.T.) - IT Project Management, Information Technology (I.T.) - Technical / Functional Consulting. CRM manager not only understand how to use the system, but also need involve in-depth or hands-on knowledge of information technology.
Most points are correct. The CRM manager doesn't need to develop the system, but he/she can give requirements as to what data should be stored in the CRM database. He/she must also identify all the touchpoints at which data can be collected from consumers, so that the CRM system can draw data from these touchpoints.
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