The CRM Executive is responsible for maintaining customer relationships, managing the customer database, improving customer retention, generating referrals and cross-selling opportunities, ensuring timely follow-ups, and supporting payment collections to enhance customer satisfaction and maximize customer lifetime value.
- Maintain and update customer records accurately in the CRM system.
- Ensure all customer details, service history, and communication records are complete.
- Remove duplicate or incorrect entries.
- Generate periodic CRM reports for management.
2. Customer Relationship Management
- Conduct regular follow-up calls with existing customers.
- Resolve customer queries and coordinate with concerned departments.
- Maintain a high level of customer satisfaction.
- Record customer feedback and ensure timely resolution.
3. Referral Generation
- Contact satisfied customers to request referrals.
- Maintain a referral tracking system.
- Coordinate with the sales team on referral leads.
- Achieve monthly referral generation targets.
4.
Cross-Selling & Up-Selling
- Identify opportunities to offer additional company services.
- Coordinate with the sales team for lead conversion.
- Track the status of cross-selling opportunities.
5. Payment Collection Support
- Follow up with customers regarding outstanding payments.
- Send payment reminders via call, email, and WhatsApp.
- Coordinate with the accounts department to reduce overdue receivables.
- Maintain payment follow-up records.
6. Customer Retention
- Contact inactive or old customers to reactivate business.
- Conduct customer satisfaction surveys.
- Maintain long-term relationships with key customers.
- Reduce customer churn through regular engagement.
7. Reporting & Documentation
- Prepare daily, weekly, and monthly CRM reports.
- Submit reports on customer calls, referrals, cross-sales, collections, and customer feedback.
- Ensure complete documentation of all customer interactions.