What Does a CRM Consultant Do?

CRM software is now standard in almost every company. Different departments and areas work with the system, are busy with data maintenance, or can access the stored information and work with it. This goes hand in hand with the CRM Consultant, but what exactly does a CRM Consultant do? What skills do you need and what can you earn?
 

What is CRM Consulting?

CRM software can be used to record all relevant customer information, for example, master data such as address or bank details. More importantly, however, the system is the ideal tool for preparing and planning customer visits. If the software is used correctly, helpful information can be found, such as which devices the customer uses, when the last customer visit took place or whether service ticks are open, and if so, which ones.

There are many CRM systems available on the market, but they often have to be adapted for the company. One of the most common adaptations is the integration into the existing IT infrastructure with ERP system, PIM, or other software that is used in the company. In addition, there are also company-specific adjustments that are necessary due to the sales and service processes in the company.

CRM Consulting deals with the selection of the CRM system used, the realization and implementation of the software, optimization, and customization, up to the monitoring of the processes.
 

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Tasks of a CRM Consultant

The attraction in the job of a CRM consultant is certainly in the diversity of the task. If you enjoy dealing with people, want to drive projects forward, and are interested in digital trends, a career as a CRM consultant is exactly the right thing for you. CRM consulting can be carried out by internal employees of a company as well as by external consultants. CRM consultants employed in the company deal with the conception, selection, implementation, and optimization of the software. You are involved in the decision-making process as to which CRM software should be used. In addition, they know the internal sales and service processes, clarify the requirements, and act as an interface to software consultants or manufacturers. User training is also part of the task. Implementation is by no means the end of the task, as constant adaptations and adjustments are usually required. Internal CRM consultants are also used to support and help users with their smaller or larger problems or questions.

External CRM consultants work for large software houses or for consulting firms that specialize in the sale of software. They are sales professionals for software products, acquire new customers, maintain customer relationships, and support companies in the conception and implementation of CRM software. As a consultant, you know the trends in the industry and what technological developments are pending. They know the CRM software in detail and can therefore clarify with the customer which options the CRM software offers and whether the customer’s requirements can be met. However, you have not charged with programming the software. Here they draw on the expertise and skills of a developer.
 

 

What skills does a CRM consultant need?

CRM consultants are sales professionals who are very familiar with IT and software. External consultants are in constant contact with customers, acquire new customers, or develop existing customer relationships. Internal CRM consultants look after the users. Programming knowledge is not absolutely necessary, but it makes the work a lot easier. Knowledge of the customer’s sales and service processes is helpful in order to be able to advise them in the best possible way. Specialization can be useful here. In addition to technical qualifications, a CRM consultant scores above all with his appearance. With his winning manner, he convinces customers of the CRM software and can clearly communicate which advantages a solution offers or where there may be traps. The introduction of a CRM system is not a sprint, but a marathon, since it has to be optimized and updated again and again. Therefore, a CRM consultant often has to play the suggestion box when there are delays in the CRM project or unforeseen problems arise.
External consultants are often on the road, so a willingness to travel is a basic requirement.
 

Skills as a CRM consultant:

• Sales talent
• IT background
• Software skills
• Willingness to travel with “external” consultants

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How do you become a CRM consultant?

Anyone considering becoming a CRM consultant should have a business qualification and be familiar with the sales, marketing, and service processes of a company. A degree in business IT is also an ideal preparation for a career as a CRM consultant. Basic concepts of business are taught here as well as initial knowledge of programming languages. Nevertheless, an IT background is not absolutely necessary. However, you should be interested in familiarizing yourself with CRM software.
 

Where can I work as a CRM Consultant? What salary can I expect?

CRM consultants work for the large software houses that offer their own CRM systems. There are also numerous smaller consulting firms that offer CRM software; CRM consultants can also work here. Many CRM consultants also work directly in a company that uses CRM software. CRM software is used in industry, in a trade, or by public utilities.
In the US, the starting salary of a CRM consultant is an average of $84,497. Depending on the federal state and industry, the income varies enormously.
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