CRM - Customer Relationship Management (Overview)

Customer Relationship Management

Introduction

Customer Relationship Management (CRM) is ever changing thus impacting the IT field. There are CRM roles in the IT Helpdesk realm that require one to have excellent communication and customer service skills. These skills strive to retain customers and develop loyalty to your company.

Learning Questions

  • What trends are emerging, evolving, and future CRM systems and their influence on IT?
  • What are the basics and importance of asset management?
  • What are the different CRM and IT Helpdesk roles and requirements for each?
  • What skills are necessary for customer service in a CRM-based environment?

Key Terms

  • Customer-centric -  customer-first approach.
  • Asset - refers to anything that contributes to the value provided to customers, including physical products, services, and information.
  • CRM Helpdesk Technician - this entry-level position focuses on addressing basic CRM system issues. Technicians assist users with login problems, navigation issues, and simple operational queries.
  • CRM Helpdesk Analyst - analysts provide more in-depth support and may handle more complex CRM issues such as data discrepancies, feature malfunctions, or system bugs.
  • CRM System Administrator - administrators are responsible for the overall performance and functionality of the CRM system. They manage user accounts, perform system updates, and customize the CRM to fit organizational needs.
  • CRM Developer/Programmer - CRM developers are tasked with customizing and extending the capabilities of the CRM system through coding and development.
  • CRM Data Analyst - CRM data analysts focus on extracting and analyzing customer data from the CRM system to inform business decisions.
  • CRM Project Manager - oversees CRM-related projects, ensuring they are completed on time and within budget.
  • CRM Business Analyst - works to align the CRM system’s capabilities with business processes.
  • CRM Trainer - develops and delivers educational programs for users of the CRM system.
  • CRM Quality Assurance Specialist - is responsible for the quality and performance of the CRM system.
  • System Administrator (Sysadmin) - is often called upon for issues that require change or fixes at the server or network level.

[CC BY-NC-SA 4.0 Links to an external site.] UNLESS OTHERWISE NOTED | IMAGES: LICENSED AND USED ACCORDING TO TERMS OF SUBSCRIPTION - INTENDED ONLY FOR USE WITHIN LESSON.