Customer Relationship Management Strategy (Tactical Managerial Domain)

CCME 1108

Organizations that have defined customer relationship management strategies will expect their manager to help achieve the defined CRM results.

Core Competencies Key Performance Behaviours
CRM Foundation  
Manager success is enhanced with knowledge in CRM.
  • Has defined CRM framework
  • Skilled in CRM
  • Can describe how CRM is a results driver  
  • Practices good CRM skills daily
  • Understands the difference between internal and external CRM
  • Knows the core competencies needed to deliver effective CRM
CRM Strategy  
Manager success is enhanced by the ability to support a CRM strategy
  • Skilled at dealing with customer complaints
  • Uses best practices when responding to customer requests
  • Can explain the benefits of a CRM strategy
  • Understand how to obtain customer feedback
  • Sets service level agreements (SLAs)
  • Can explain the key elements that define a CRM strategy
Customer Services Tools
Manager success in implementing CRM is enhanced by a CRM toolkit.

  • Understands how to measure customer satisfaction
  • Has tools to coach employees on how to improve their customer service  
  • Can facilitate the development of CRM vision
  • Can facilitate the development of CRM core values  
  • Confident in customer service skill set  
  • Applies CRM best practices
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