What are the career & job prospects in India for CRM?

Customer Relationship Management is a business strategy or concept designed to attract and win customers, as well as reduce costs and increase profitability by solidifying customer loyalty. There are multiple definitions of CRM and the actual definition may vary according to the particular department or industry defining the concept. Generally, Customer Relationship Management can be defined as a management policy that enables an organisation to become customer focused and develop stronger relationships with its clients. CRM will help to build a team relationship among sales, marketing and customer support activities within an organization. Many organizations now turn to CRM software's, a technology that makes the customer - company interaction quick and effortless. Customer relationship management software's helps the company to keep track of contacts and conversations with customers through telephone calls, e-mail, fax, instant messaging, video conferencing or any other interaction through the web. CRM software's are designed to follow the Customer Relationship Management (CRM) strategies such as Customer Service, Sales Management, Marketing, Document Management etc. Microsoft Dynamics CRM is one of the most powerful enterprise platforms I've ever seen (and I'm one of the first critics of Microsoft). It’s #2 in the industry behind Salesforce (which has never been profitable), and it's half the price of Salesforce. There are a lot of other pros over Salesforce it has. Not the least of which is the ease of use to administrate and configure, as well as extend beyond its capabilities via the CRM's SDK. It's a platform that is not only in high demand, but has very little in the way of expertise on its use in the development community. Which means it's still a niche. You may or may not want to add it to your repertoire by itself. But it's definitely something to get to know as another tool in your bag of expertise.

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Client relationship and customer experience are integral to any business and therefore have a high priority on the charter of any organisation. CRM or Customer Relationship Management is an enterprise level role or a team level function. There are various platforms like SAP, Salesforce which helps one to effectively perform CRM ops. Hence, certifications on this software will help to get good job prospects. Also, with growing emphasis on competition and customer delight, CRM is going to attract huge investments in top MNCs. Hence, there won't be any dearth of career prospects going forward. Another important point to add is the advanced qualification. Management graduates are generally sought after in CRM roles as they have a fundamental knowledge of problem resolution with profitability and know the higher objective of CRM.

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The job prospects of CRM professionals may vary according to the nature of work in an organisation. They are involved in all aspects of interaction that a company has with its customer, whether it is related to sales or services. Usually, the major functions of Customer Relationship Managers include managing their customer service operations, enable its marketing departments, identify the most profitable customers and to improve telesales, account and sales management. CRM Project Engineer/ consultants/ technical consultant/ functional consultant/ architects/ manager/ Project leaders/ sales professional/ solutions developers, etc. are some of the designations in the field of customer relationship management. Candidates with MBA graduation are most in demand for the position of CR Manager in reputed firms. But opportunities are also available for graduates who have successfully completed a CRM course with excellent interpersonal skills and work experience.

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CRM Project Engineer/ Manager/ Leader: For the posts of CRM engineer, CRM project manager and CRM project leader, one should possess a Post Graduate Diploma or Degree. Their responsibility is to determine requirements for software and deliver projects in a highly interactive and flexible manner. CRM project engineer should promote a project management process that encourages objective metrics, stakeholder involvement, feedback and effective controls. CRM consultants: This includes CRM functional consultant and Technical consultant. A CRM consultant supports a company's CRM processes, including full life cycle implementations, business functionalities and CRM service modules. They should possess Bachelor's degree in computer science or a related field and have good leadership and consulting skills. A CRM consultant must have good interpersonal skills and the ability to solve teamwork problems and resolve technical issues in assigned modules and/or functionalities. CRM consultants have to design the implementation plan for the CRM suites. Consultants also need to have experience as a project manager or team leader. CRM Technical consultant: Technical consultants are experts who interface with the clients on the applicability of the CRM solution. They require good leadership abilities, consulting skills, good written and communication skills, qualification and 1-3 years experience in CRM implementation. In addition to all the technical skills, knowledge of e-business applications and architecture is necessary. CRM Architects: CRM architects work is to meet the client's technical and business requirements in architecture. They are designers who help in designing integration approaches, resolving configuration, design and development issues. Those with B.Sc/ BE/ B.Tech (Computer science)/ MCA degree and a good knowledge of e-commerce and technical skills and with a minimum 3-year experience in CRM project implementation may be appointed as CRM Architects. In addition to all the technical skills, CRM architects need to have experience in the telecommunication industry and a good knowledge of e-commerce. CRM Sales Professional: Sales professionals need to address the customers or leads with prompt attention. They must have the ability to identify customer needs and effectively move on to the sales process over the phone or in person. They should possess excellent verbal and written communication skills.

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