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Career Definition of a CRM Consultant
A customer relationship management (CRM) consultant provides support for businesses to improve their customer service practices. CRM consultants work with businesses to identify areas where customer service could be improved, which might mean introducing new customer relation management software or training employees on customer support best practices.
The length and complexity of projects for a CRM consultant depends on their clients' needs. In order to meet those needs, however, a CRM consultant must gather relevant data and assess that information to establish a solution. After collecting relevant data, a CRM consultant will make recommendations and provide training to meet business goals. Recommendations might include new software, marketing strategies, or other initiatives which serve the goal of improving responsiveness to customer needs.
|Educational Requirements||bachelor's degree|
|Job Skills||organize and manage complex projects, strong interpersonal skills, critical thinking, advanced knowledge of a variety of customer relation management software|
|Median Salary (2017)*||$82,540 (all management analysts)|
|Job Outlook (2016-2026)*||14% (all management analysts)|
Source: *U.S. Bureau of Labor Statistics
A customer relationship management consultant must have a minimum of a bachelor's degree in a related field such as business administration. Prior management experience or a master's degree will likely improve job prospects. There are also certification programs available, according to the US Bureau of Labor Statistics. The Institute of Management Consultants USA offers a certification program for management consultants.
CRM consultants handle a variety of complex projects on a daily basis. Because of this, CRM consultants must be excellent critical thinkers who are highly organized and able to communicate their ideas effectively to other management and employees. Additionally, CRM consultants gather data and provide software recommendations, which means they must be highly proficient with technology. Most importantly, CRM consultants must be highly responsive to consumer needs, as all of the recommendations they make to a business have the end goal of improving the customer experience.
Career Outlook & Salary
According to the US Bureau of Labor Statistics, which considers CRM consultants to be part of the management analyst or management consultant occupation, these professionals had a median annual salary of $82,450 in 2017. Payscale.com cites the median annual salary for a customer relationship management consultant at $68,128 in 2019.
Management analysts/consultants are expected to experience above average growth - 14% - between 2016 and 2026, according to the Bureau of Labor Statistics.