What is a CRM analyst?

A customer relationship management solution, or CRM, is an important investment for many businesses. Because CRMs compile so much data over time, keeping track of customers at every point in a life cycle becomes an important part of both the sales and servicing aspect of customer relations; and, this is why so many companies look to hire a CRM analyst.

Job Duties

The job duties of a CRM analyst will vary from company to company, but all will revolve around managing, researching and analysing data in the CRM. A CRM analyst will often mine data to spot trends and find correlations among different data points. This data can be used to create targeted sales and marketing campaigns. Also, looking at statistical data can forecast budgets and help management make key business decisions. CRMs are powerful tools and a data analyst helps manage and maximise the benefits.

Education and Skills of a CRM Analyst

CRM analysts usually have a four-year degree. A marketing degree with a concentration in statistics is a great foundation for this type of career, as it combines training in marketing strategy with analytical skills. An economics or statistical background is also fitting. An understanding of Microsoft Excel and Microsoft Access, or similar spreadsheet and database software, is most often a requirement.

Top CRM Systems

To further understand what a CRM analyst is, it is a good idea to familiarise yourself with the features and benefits of the top names in the CRM industry. Learning more about the capabilities of these systems, especially the reporting tools, can give you an idea a CRM analyst's role. Some names to research are Siebel, Salesforce and Act!

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About the Author

Since 2000 Donna T. Beerman has contributed to newspapers and magazines. Her expertise includes higher education, marketing and social media, and her presentations and writing have won industry awards. She has an MFA in creative writing, is the integrated marketing manager at a Pennsylvania college and founded "Hippocampus Magazine."