Customer Relationship Management
Initiate and drive activities to enhance customer relationships and brand loyalty for the organisation
Type
Domain
Competency Area
Customer and Passenger Services
Levels
Execute Customer Relationship Management (CRM) plans and programmes
Communicate with customers and maintain positive relationships
Identify customer needs and capture information into CRM databases
Retrieve information stored on databases to facilitate new CRM initiatives
Adapt to any special needs and diversity of customers
Execute customer relationship management programmes
Monitor customer satisfaction levels
Determining customer needs and recommending solutions
Implement CRM plans and programmes
Administer activities and processes for managing customer relationships
Consult with customers to ensure products and services meet customer needs
Assess customer needs and recommend plans or strategies to meet their needs
Develop Customer Relationship Management (CRM) plans and programmes
Review existing CRM plans and programmes
Evaluate overall health of customer relationships and determine areas for enhancements
Analyse data from CRM systems to estimate CLV
Analyse data from CRM systems to identify factors which drive customer satisfaction and loyalty
Develop CRM plans and programmes to enhance customer satisfaction
Devise innovative Customer Relationship Management (CRM) strategies
Formulate innovative strategies to build customer loyalty
Leverage on IT and integrate new technologies to enhance CRM plans and programmes
Develop key performance indicators to evaluate customer relationships
Measure financial returns of CRM plans, programmes and strategies