- Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
- Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
- Customer Journey Mapping analyzing touch points with the organisation and maximizing
commercial opportunities.
- Working closely with all departments to ensure the CRM works effectively for all aspects of the company
- Overseeing direct communications with customers through the CRM.
- Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
- Ensuring the database is segmented effectively for targeted marketing activities.
- Overseeing the migration of all direct communications to lower cost mediums such as SMS and E-mail.
- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and IT products.