CRM Executive

Key Roles & Responsibilities of CRM

Customer Relationship Management

Build and maintain long-term relationships with clients.

Act as the primary point of contact for customer queries, feedback, and complaints.

Improve customer satisfaction and loyalty through personalized service.

CRM System Management

Manage and update customer information in the CRM software (Salesforce, Zoho, HubSpot, etc.).

Ensure data accuracy and timely entry of leads, opportunities, and customer interactions.

Generate reports and dashboards to track customer engagement and sales performance.

Lead & Sales Support

Track leads, assign them to sales representatives, and monitor the progress.

Support the sales team with customer insights and history for better conversions.

Monitor customer lifecycle stages (prospects → active clients → repeat business).

Customer Retention & Growth

Plan loyalty programs, offers, and campaigns to retain existing clients.

Identify upselling and cross-selling opportunities.

Analyze customer buying behavior to recommend business growth strategies.

Data Analysis & Reporting

Prepare weekly/monthly reports on customer interactions, sales trends, and service quality.

Analyze customer feedback and suggest improvements in product/service.

Provide insights to management for better decision-making.

Collaboration & Training

Work closely with sales, marketing, and customer support teams.

Train staff on CRM software usage and customer handling practices.

Ensure smooth coordination between departments for customer-centric results.

Process Improvement

Identify gaps in customer experience and propose process improvements.

Help automate repetitive customer interaction tasks using CRM tools.

Ensure compliance with data privacy and company policies.

Experienced - having good knowledge of Calling