A CRM analyst is an individual who is responsible for tracking relationships between customers and potential customers (businesses) that use customer relationship management (CRM) software.
Typically, a CRM analyst works in either sales or marketing departments of organizations. A key responsibility is to track the interactions between people at their company and clients to determine if their business development efforts are working.
In general, a CRM analyst is responsible for the following tasks:
– Developing and managing databases of customers, contacts, prospects, and other relationships in an organization's customer base
– Organizing data so will be useful to marketing teams in developing effective strategies to help companies gain more new customers
– Researching, analyzing, and reporting on data about the interactions between people in their organizations and clients to make sure their business development efforts are working. This may involve comparing contact history with purchasing activity or other measures of success
– Using database tools to track what companies are doing that may be effective or ineffective when it comes to building relationships with their customers
– Understanding what motivates companies to buy products or services and which processes are most successful at moving them through the sales pipeline
– Building reports that identify trends in purchasing activity so company executives can make strategies that will help them pursue more business opportunities. For example, such reports may identify specific times of the year or types of customers that are most likely to purchase a particular product or service.
– Collaborating with marketing team members to develop strategies for generating more revenue, acquiring new customers, and creating customer loyalty (for example, developing marketing campaigns that offer discounts to loyal customers)
– Recommending software tools to automate tasks involving data analysis, reporting, and the creation of marketing campaigns. These tools may include Salesforce, Microsoft Excel, and PowerPoint.
– Recognize when an organization's CRM system is not adequately tracking business development efforts or generating useful information about customer behavior, so the company can adjust its strategy accordingly. For example, if a CRM analyst finds that sales staff are not using their CRM system to keep track of incoming leads, they may need to implement a corrective solution
– Identifying opportunities for improving customer service and company profits through existing customers. For example, a CRM analyst may identify companies that have been buying from the business for more than three years and send them a survey asking why they have stayed loyal or what could be done to improve their experience.
In summary, a CRM analyst is generally responsible for managing and organizing customer relationship management data, so it will be useful to marketing teams in developing effective strategies to help companies gain more new customers. Their job includes researching, analyzing, and reporting on the interactions between people at their own organizations and clients and using database tools to track what companies are doing that may be effective or ineffective when it comes to building customer relationships. They can work in sales, marketing, or other areas within an organization.
