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How can you use your current role to prepare for a promotion in Customer Relationship Management?

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Customer relationship management (CRM) is a skill that can help you advance your career in any industry. CRM involves building and maintaining strong relationships with your customers, prospects, and partners, as well as using data and technology to optimize your interactions and outcomes. Whether you are in sales, marketing, service, or support, you can use your current role to prepare for a promotion in CRM by following these tips.

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Julie Fox

CS Leader | Top 25 CS Creative Leader x2 + Top 100 CS Strategist x3! | CS Speaker, Podcast guest, and Blogger
Jacqueline Isangi

Experienced Customer Service Operations Supervisor | Leading High-Performance Teams in UK Phone Support | Driving…
Lucas Pimenta

Founder | Advisor & Board Member | Global Director of Customer Success | AI Enthusiast | EU Citizen

1 Develop your communication skills

One of the most important aspects of CRM is effective communication. You need to be able to listen to your customers, understand their needs and expectations, and respond with empathy and clarity. You also need to be able to communicate with your colleagues, managers, and stakeholders, and share relevant information and feedback. To improve your communication skills, you can practice active listening, ask open-ended questions, use positive language, and tailor your message to your audience. You can also seek feedback from others and learn from your mistakes.

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Jacqueline Isangi

Experienced Customer Service Operations Supervisor | Leading High-Performance Teams in UK Phone Support | Driving Operational Efficiency & Customer Satisfaction
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Leveraging your current role as a to prepare for a promotion in Customer Relationship Management (CRM) involves demonstrating a strong alignment of your skills and experiences with the requirements of an advanced CRM position. Here are strategic steps to consider: Mastering Team Leadership: Customer-Centric Approach: Data-Driven Decision-Making: Process Improvement: Cross-Functional Collaboration: Problem Resolution Skills: Continuous Learning: Effective Communication: Results-Oriented Approach: Networking: Express Interest and Seek Feedback: You can position yourself as a strong candidate for a promotion. Regularly assess and update your skills and experiences to reflect the evolving requirements of CRM roles within your organization.

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Lucas Pimenta

Founder | Advisor & Board Member | Global Director of Customer Success | AI Enthusiast | EU Citizen
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Engage with diverse teams to understand their perspectives and contribute to strategic initiatives. Demonstrate a proactive approach in identifying and solving customer pain points, showcasing your ability to drive positive customer experiences. Additionally, take the initiative to expand your knowledge through relevant courses or certifications, emphasizing your commitment to professional growth within the customer-centric landscape.

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Sammy Wordehoff

Personal Stylist + Digital Marketer @ Stanley Studios Co | Fashion Communications
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The most underrated skillset is great communication. If you can effectively deescalate an irritated stakeholder, you will be highly successful within CRM. At the end of the day, the majority of people can make a good conversation great, but what sets apart effective communication from basic conversation is knowing how to give and handle bad news. Often times our knee jerk reaction is to meet people where they are. However, it is imperative that people working in CRM are always putting the client's needs first. Being solution driven and proactive are key skills to obtain before entering into CRM.

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Roland Omongbale MSc, MBA, ACIB, FMVA?

Relationship Manager @ Globus Bank | Chartered Banker | Certified Digital Marketer | FinTech & Innovation Advocate | Customer Experience Strategist | Financial Advisory & Digital Transformation Specialist
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Prepare for a CRM promotion by excelling in current duties, seeking extra responsibilities, showcasing leadership, continuous learning, and actively communicating career aspirations and achievements

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2 Learn how to use CRM software

CRM software is a tool that can help you manage and automate your customer interactions, as well as collect and analyze data. CRM software can help you track leads, opportunities, accounts, contacts, activities, campaigns, and more. It can also help you generate reports, dashboards, and insights that can inform your decisions and strategies. To learn how to use CRM software, you can enroll in online courses, watch tutorials, read manuals, or ask for guidance from your peers or mentors. You can also explore the features and functions of the software and experiment with different scenarios.

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3 Understand your customer journey

Another key aspect of CRM is understanding your customer journey, which is the path that your customers take from awareness to loyalty. You need to know how your customers find you, what motivates them, what challenges they face, what actions they take, and what outcomes they achieve. You also need to know how you can influence and improve their journey, and create value for them at every stage. To understand your customer journey, you can map it out, identify the touchpoints, measure the satisfaction, and look for gaps and opportunities.

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Julie Fox

CS Leader | Top 25 CS Creative Leader x2 + Top 100 CS Strategist x3! | CS Speaker, Podcast guest, and Blogger
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By understanding your customer’s journey, you can become their guide in helping take them through each of the phases. It will be important to understand how different segments and verticals use your product and what their journey looks like. Ultimately understanding how they achieve value will be important to helping them get there!

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4 Build your network and reputation

A promotion in CRM requires not only skills and knowledge, but also connections and credibility. You need to build your network and reputation within and outside your organization, and demonstrate your value and expertise. You can build your network and reputation by attending events, joining groups, participating in discussions, sharing content, making referrals, and giving testimonials. You can also seek endorsements, recommendations, and reviews from your customers, peers, and managers, and showcase your achievements and results.

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5 Seek feedback and improvement

Finally, to prepare for a promotion in CRM, you need to seek feedback and improvement constantly. You need to be open to learning new things, adapting to changes, and overcoming challenges. You need to be proactive in asking for feedback from your customers, colleagues, and managers, and use it to improve your performance and skills. You also need to set goals, track your progress, and celebrate your successes. You can also look for mentors, coaches, or role models who can inspire and support you in your career development.

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Julie Fox

CS Leader | Top 25 CS Creative Leader x2 + Top 100 CS Strategist x3! | CS Speaker, Podcast guest, and Blogger
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One of the qualities I look for when hiring a CSM is growth mindset and coachability. If you are looking to grow, seek out mentorship internally and externally and ask peers and cross functional peers for feedback often.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use your current role to prepare for a promotion in Customer Relationship Management?

1

2

3

4

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6

1 Develop your communication skills

2 Learn how to use CRM software

3 Understand your customer journey

4 Build your network and reputation

5 Seek feedback and improvement

6 Here’s what else to consider

Customer Relationship Management (CRM)

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How can you use your current role to prepare for a promotion in Customer Relationship Management?

1

2

3

4

5

6

1 Develop your communication skills

2 Learn how to use CRM software

3 Understand your customer journey

4 Build your network and reputation

5 Seek feedback and improvement

6 Here’s what else to consider

Customer Relationship Management (CRM)

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