What is the role of a customer relationship manager?

The use of the word "happy" may seem trite to some businesses. In providing excellent client experience during customer service interaction, "happy" becomes very important. It's hard to create happy, dedicated advocates for your company among your customer base when your customer service team is only feigning happiness. Here are just 8 of the many things that customer service team members need a customer relationship manager to do to make them happy:
1) Empower them to make more decisions themselves (within guidelines of course)
2) Make sure that the CRM technology works for them, not the other way around.
3) Make sure that the entire rest of the company understands that the customer service team is the voice of the customer and, since it is the customer that pays the bills, they must respond to the customer service team members as if they were responding to the person writing their paycheck.
4) Make sure that when they make promises, the company delivers.
5) Make sure they are empowered to call back to the customer on any issue that cannot be resolved immediately to insure its ultimate resolution (good for them and very good for the customer)
6) Make sure they get rated and rewarded for great performance.
7) Make sure that their attitude is one of the measurables of great performance.
8) Compensate them fairly and treat them well.

The customer service experience depends on having a great team and, in part, on having the right technology. Making good technology decisions often means having some outside help from consultants like http://www.amb-marketing.com.

I'd summarize it by saying that the Relationship Manager should be the true reflection of the company's DNA to the customer. This is an individual who has to become a valued and trusted advisor to the customer and a person who is seen as a transparent facilitator of information and business flow between vendor and customer.

Of course, you need to nail down specific job responsibilities: constant contact with customer, quick and effective problem resolution, strong understanding of customer's business model and plan, broad expertise of company portfolio and deep familiarity with related business processes that are important to the customer, (like "quote-to-cash" process flow, supply chain/inventory controls, customer support escalation process etc).

But in addition to all the tactical job requirements, never forget, that this is a true "people-to-people" role. Though sometimes we get too caught up in managing every tactical facet of a job, we forget the most basic premise of doing business: people do business with people they like. Relationship Manager has to have a PHd from the school of life, understanding that earning "trusted advisor" status comes after he/she demonstrates real transparency, decency, humanity and compassion when they deal with the person on the other side of that relationship. At the end of the day, the true fundamentals of human relationships are what separates good Relationship Managers from great ones.

• Meeting new and existing Customers every day
• Maintains HNI Customers
• Cross selling of Products such as Life Insurance
• Handling Team size of 8 Relationship Officers
• Giving feed back to Management by preparing Sales report
• Everyday sales calls to new as well as existing customers
• Follow-up to Customers for Quires and References
• Increasing Brand value and visibility
• Improving sales by achieving targets
• Maintain long term relationship with customers
• Explaining and Demonstration of our different products according to Customers needs