Customer Relationship Management : Job Prospects & Career Options

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With the increase in the international operations of larger companies and the spread of e-commerce, there is no job dearth for Customer relationship management professionals. The job prospects of CRM professionals may vary tremendously according to the nature of work in an organization. They are involved in all aspects of interaction that a company has with its customer, whether it is sales or service-related. Usually the major chores of Customer relationship managers include managing their customer service operations, enable its marketing departments, identify the most profitable customers and to improve telesales, account and sales management. CRM is based on the premise that, by having a better understanding of the customers needs and desires we can keep them longer and sell more to them. As a whole, the CRM cycle can be briefly described as learning from customers and prospects; creating value for customers and prospects; creating loyalty; acquiring new customers and creating profits.

Candidates with MBA graduation are most in demand for the position of Customer relationship manager in reputed firms. But opportunities are also available for graduates who have successfully completed a CRM course with excellent interpersonal skills and work experience. Customer relationship management professionals can find openings in the different departments of a company such as marketing, sales, strategy and IT. The specializations of the customer relations manager are needed in the fields of banking, E-commerce sectors, Finance, Accounting, Insurance, Research, Legal, IT, Management, Sales, Marketing, Manufacturing and consulting organizations, etc.

CRM Project Engineer, CRM consultants, CRM technical consultant, CRM functional consultant, CRM architects, CRM manager, CRM Project leaders, CRM sales professional, CRM Solutions developers etc. are some of the designations in the field of Customer relationship management. The responsibilities of these professionals varies according to their position

CRM Project Engineer/ Manager/ Leader: For the posts of CRM engineer, CRM project manager and CRM project leader, one should possess a Post Graduate Diploma or Degree. Their responsibility is to determine requirements for software and deliver projects in a highly interactive and flexible manner. CRM project engineer should promote a project management process that encourages objective metrics, stakeholder involvement, feedback and effective controls.

CRM consultants: This includes CRM functional consultant and Technical consultant. A CRM consultant supports a company's CRM processes, including full life cycle implementations, business functionalities and CRM service modules. They should possess bachelor's degree in computer science or a related field and have good leadership and consulting skills. A CRM consultant must have good interpersonal skills and the ability to solve teamwork problems and resolve technical issues in assigned modules and/or functionalities. CRM consultants have to design the implementation plan for the CRM suites. Consultants also need to have experience as a project manager or team leader.

CRM Technical consultant: Technical consultants are experts who interface with the clients on the applicability of the CRM solution. They require good leadership abilities, consulting skills, good written and communication skills, qualification and 1-3 years experience in CRM implementation. In addition to all the technical skills, knowledge of e-business applications and architecture is necessary.

CRM Architects: CRM architects work is to meet the client's technical and business requirements in architecture. They are designers who help in designing integration approaches, resolving configuration, design and development issues. Those with BSc/ BE/ BTech (Computer science)/ MCA degree and a good knowledge of e-commerce and technical skills and with a minimum 3 year experience in CRM project implementation may be appointed as CRM Architects. In addition to all the technical skills, CRM architects need to have experience in the telecommunication industry and a good knowledge of e-commerce.

CRM Sales Professional: Sales professionals need to address the customers or leads with prompt attention. They must have the ability to identify customer needs and effectively move on to the sales process over the phone or in person. They should possess excellent verbal and written communication skills.

CRM Solutions Developers: Candidates who possess all the technical skills and having BSc/ BE/ BTech (Computer science)/ MCA degree are appointed as CRM solution developers. Their major task is to develop or implement CRM applications. Those with 2-4 years experience as CRM solution developers can find the post of a team leader, program Manager or consultant. IBM, Wipro, HP, Siemens, Nucleus, Nortel, DSQ, SAS, Cambridge Technology Partners and eCapital Solutions are the major solution providers in India.