Be it hospitals, banks, hotels or job portals — every profession these days are on the lookout to hire relationship managers. These are people who have the job of ensuring that the existing customers remain satisfied with the services being offered to them. They are also instrumental in bringing new clients for the company.
“India is moving fast with the growth of service sectors. In the present scenario, customer relationship management (CRM) has become vital to the existence of an organisation. With the growth of services, there is an urgent need for a support system between the customer and the company. A customer relationship manager provides that link,” says Sanjib Kumar Acharya, career counsellor and promoter of www.admissionnews.com
What is the role
The customer relationship manager acts as a liaison between the business and the customer.
“Relationship managers have the job of selling products and providing recommendations to customers and aid them in the decision-making process. There has been an upsurge in the demand for relationship managers because companies want to enhance their relationship with the existing customers,” says Sharmeen Khalid, senior VP, HR, naukri.com.
Skills
A customer relationship manager should possess soft skills like good communication technique, positive attitude, pleasant personality and a thorough knowledge of the industry.
“They should possess the quality of empathy for their client. They should look at their client as a person who is in need. Rather than just getting rid of the client, they should try and assure their client that their queries will be aptly answered and appropriate action be taken. They should possess a sense of responsibility towards their client,” says HD Pillai, a career counsellor.
Education
A college degree is preferred. An MBA in marketing, communications, business administration or business management provides relevant education. Students willing to work in hotels can go in for a hotel management
SCOPE
Career paths are numerous as client relationship managers perform similar job functions in related fields. They work as public relations managers, account managers, communications directors, customer relationship managers and business relations managers. Career paths include marketing management and business administration.
Individuals entering the work force usually need to first acquire sales or customer services experience that can lead to a client relationship manager position.
Demonstrated proficiency and excellence at entry-level positions often provides opportunities for advancement within a company. Also, many employers require on-the-job experience in their industry.
Professional certification can be helpful for individuals who want to continue their training and explore career options.
REMUNERATION
A person can start earning from Rs 3,00,000 per annum and can rise to a pay package of Rs 20,00,000 per annum. “Pay packages differ from sector to sector. Usually people working with hotels and hospitals have good packages,” says Acharya.
Where to Study
- Indian Institute of Management, Ahmedabad
- Indian Institute of Management Bangalore
- Indian Institute of Management Calcutta
- Indian Institute of Management Lucknow
- Faculty of Management Studies, Delhi
- Narsee Monjee Institute of Management.
Relatively speaking
- The customer relationship manager acts as a liaison between the business and the customer.
- More and more companies want to ensure that their existing customers are satisfied and stick with them in all circumstances. This has fuelled the demand for relationship managers.
- Candidates who have done their MBA can work as relationship managers.
- They work as public relations managers, account managers, communications directors, customer relationship managers and business relations managers.
- A person can start earing from Rs 3,00,000 per annum and can rise to a pay package of Rs 20,00,000 per annum.
- A customer relationship manager should possess soft skills like good communication technique and a positive attitude.
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