For organizations that focus on selling products and services, it is essential to retain an established customer base and continuously reach out to new customers. To this end, many companies employ or contract with customer relations management (CRM) specialists. CRM specialists are analysts who constantly examine and monitor a firm's practices with existing customers, helping ensure that retention levels are as high as possible. They also analyze data to find ways to attract new customers, as well as assist in the rollout of such measures. CRM specialists are often employees of the firm, but others work as independent contractors. CRM specialists generally work full time in an office setting, though considerable travel is often also a part of the job.
Customer Relationship Management (CRM) Specialist Tasks
Write training materials and troubleshooting documentation.
Participate in user testing and upgrade process, and ensure that business objectives are met.
Collaborate with sales and marketing to identify customer support and technology problems and resolve them.
Conduct user workshops and other forms of requirements gathering, in addition to training workshops.