| Description |
Purpose:
Coordinate the customer relationship database process and interact with both internal and external customers to monitor customer satisfaction, and to document and clarify existing customer needs and expectations
Scope: Coordinate activities that define how customer data is logged and mined, and organize the data in support of company strategies
Responsibilities:
- Coordinate Customer Relationship Management (CRM) enterprise initiative
- Ensure the proper customer data is input and maintained based on a standard, defined process
- Coordinate CRM system implementation and maintain CRM ongoing
- Define and map CRM workflows and make suggestions to improve business processes
- Ensure that all functions of CRM work effectively with other business systems and processes
- Receive and impart training on CRM and stay abreast of latest developments to act as internal champion
- Create and assign user permissions; who can access what, what functionality the can use
- Evaluate new needs and customize fields and functionality to suite those needs
- Create and enforce data cleansing practices
- Responsible for order entry process design, definition and maintenance
- Work with BIS group as needed to define, write, and coordinate business intelligence reports
- Enforce data entry standards and perform data entry functions
- Gather, modify, upload, and distribute lists through CRM database
- Research potential marketing lists for entry into database o Create and manage marketing campaigns and track responses through CRM
- Create mailing lists for campaigns
- Create, distribute, track and evaluate marketing e-mails using database lists
- Maintain demo equipment, customer satisfaction, and e-order databases
- Help establish and maintain competitor intelligence database by product line
- Customer satisfaction o Establish an effective metric for measuring and improving customer satisfaction
- Determine and actively monitor Net Promoter Score (NPS)
- Refresh customer satisfaction survey and determine most effective means of administration to ensure maximum response rate
- Mine customer satisfaction data to identify trends and make suggestions for overall improvement
- Poll customers and mine win/loss data for competitor intelligence database
- Review customer complaints and suggestions, and determine best course of action
- Key marketing performance indicators and metrics o Analyze key performance indicators to ensure corporate goals and objectives are being met
- Track marketing metrics in CRM software to determine ROI of various product marketing programs
- Market research
- Develop surveys and pole customers to help objectively define new product features
- With defined questions or objectives, collect and analyze data on established and prospective customers, and competitors
- Maintain assigned reports and keep marketing reports up-to-date on company intranet
- Product literature
- Help generate content and author technical marketing materials including datasheets, advertisements, and news releases
To apply for the job, please email your resume here
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