Job Description

Here's a Sample SOP (Standard Operating Procedure) for a Customer Relationship Manager (CRM) in English.

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# Standard Operating Procedure (SOP) for Customer Relationship Manager (CRM)

1. Objective

To define the roles, responsibilities, and processes for the Customer Relationship Manager in order to maintain strong relationships with customers, enhance customer satisfaction, and support business growth.

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2. Scope

This SOP applies to the Customer Relationship Manager and the customer service/relationship management team. It covers all customer interaction activities, relationship building, complaint handling, and follow-ups.

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3. Responsibilities

Develop and maintain strong, long-term relationships with customers.
Act as the primary point of contact for assigned clients.
Understand customer needs and provide suitable solutions.
Address and resolve customer complaints in a timely manner.
Work closely with the sales, support, and operations teams to ensure customer satisfaction.
Maintain accurate records of interactions and feedback.
Regularly update management on customer concerns, feedback, and opportunities.
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4. Procedure

# Step 1: Onboarding Customers

Welcome new customers and introduce them to services/products.
Provide all necessary information (user guides, policies, support channels).
Collect customer details for record-keeping.
# Step 2: Regular Communication

Schedule regular check-ins via calls, emails, or meetings.
Share updates on new products, services, or offers.
Collect feedback to understand customer expectations.
# Step 3: Handling Customer Queries & Complaints

Acknowledge the query/complaint within 24 hours.
Investigate the issue and coordinate with relevant departments.
Provide resolution within the agreed timeline.
Follow up to confirm customer satisfaction.
# Step 4: Customer Retention & Engagement

Identify at-risk customers and address concerns proactively.
Offer loyalty programs, discounts, or personalized services.
Conduct surveys to measure satisfaction and improvement areas.
# Step 5: Reporting & Documentation

Maintain a database of customer interactions.
Prepare weekly/monthly reports on customer satisfaction, complaints, and retention.
Highlight opportunities for upselling and cross-selling.
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5. Key Performance Indicators (KPIs)

Customer satisfaction score (CSAT).
Response and resolution time.
Customer retention rate.
Growth in client accounts (upselling/cross-selling).
Number of resolved complaints.
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Job Type: Full-time

Pay: ₹12,500.00 - ₹22,500.00 per month

Language:

English (Preferred)
Work Location: In person

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