Companies of all sizes are increasingly implementing customer relation management (CRM) software to improve aspects like customer service, sales, marketing, and overall business efficiency. As a result, there’s also a growing need for skilled CRM assistants to help these businesses get the most out of their CRM investments. But what is a CRM assistant? What are their main responsibilities, and which skills do they need to help your business grow? Read on as we shed light on the role of a CRM assistant and how they positively impact your business performance.
Just remember that hiring a dedicated CRM assistant should be based on a need within your business. You’ll get the best outcome if your company is growing and day-to-day management of your software and tasks is becoming challenging.
What Is A CRM Assistant?
A CRM assistant handles interactions with your customers and also manages the system that streamlines those interactions — your CRM software. If you’re planning on implementing a new CRM solution, you can benefit from involving a CRM assistant from the beginning to boost user adoption. Once it’s deployed, they can play an important role in maintaining the software and using it in line with your internal workflows and processes.
A CRM Assistant’s Main Responsibilities
A CRM assistant’s daily life can vary depending on the industry they operate in or the company they work for. That said, there are some general overlapping responsibilities that most assistants will take care of. These include:
- Creating and updating contacts and accounts in CRM.
- Periodically conducting data cleansing to ensure accuracy.
- Acting as the main point of contact for CRM queries and support.
- Assisting with email automation to ensure the right people receive the right communications at the right time — without redoing the work every time.
- Analysing system usage and producing reports for insights that facilitate strategic decision-making.
Essential CRM Assistant Skills
Now that you know what the role entails, it’s time to look at some of the essential skills that the best candidates for the job will possess.
Due to the nature of the role, CRM assistants with good customer service skills are better suited to excel in the role. Since the position revolves around customer interactions, good interpersonal skills, including active listening (covering both verbal and non-verbal communication), are key to developing, nurturing, and enhancing customer experiences.
In addition to great customer service, strong computing skills — especially around database management — and attention to detail are great assets for the role. This is because you’ll be creating, updating, and managing volumes of important data and communicating both internally within the business and externally with customers using various mediums. An assistant who can pick up on small elements that others might miss and offer practical suggestions on how to improve workflows continuously helps you maintain a clean database, which ultimately boosts productivity thanks to actionable information that leads to higher customer satisfaction.
Good analytical skills are also helpful when it comes to data analysis. CRM assistants can play a role in evaluating customer behaviour, forecasting trends, and incorporating various findings into your business strategy. Combined with a comprehensive understanding of your business’s products or services as well, an analytical assistant will also uncover opportunities to drive more sales through techniques like upselling and cross-selling.
Should I Hire A CRM Assistant?
The decision to hire a dedicated assistant should be based on your business’ current position. First, establish the types of challenges you’re facing or anticipate in the near future and how a new assistant will help you overcome them. For example, is your business growing, which is naturally making it harder to effectively manage customer relationships without the right CRM system and assistant in place? Have you already invested in a CRM solution that isn’t being used to its full potential? Are you wasting too much time on repetitive processes, which is diminishing productivity? Hire to fill a need rather than a position.
Thereafter, consider your budget and the feasibility of bringing a dedicated assistant on board. The right candidates are a worthwhile investment. They’ll help you convert more leads into customers, boost sales revenue, and multiply overall business ROI. As part of your consideration, look to determine what their role and responsibilities will encompass. If you’re a small business, you might need someone who can multitask and wear different hats — something that may not be as important in bigger companies with more resources.
Enhance Business Performance With A CRM Assistant
So there you have it. With better insight into a CRM assistant’s role, responsibilities, and essential skills, you’re in a better position to determine whether you need one and what to look out for to make the right hiring decision. Getting it right will set you up to enhance performance, which will be reflected in your bottom line.