Career Development

What Does a CRM Analyst Do?

Find out what a CRM analyst does, how to get this job, and what it takes to succeed as a CRM analyst.

Customer relationship management (CRM) analysts are responsible for analyzing data and creating reports that help companies better understand their customers. They commonly work with a variety of different types of data, including customer demographics, purchasing history, product preferences, etc.

As CRM analysts build relationships with their clients, they also build relationships with other departments within the company. This allows them to act as liaisons between marketing teams, sales teams, customer service teams, etc.

CRM Analyst Job Duties

CRM analysts typically have a wide range of responsibilities, which can include:

  • Communicating with clients to update them on the status of projects
  • Analyzing data to determine areas of improvement for current processes
  • Reviewing client requests for proposals and proposals created by other firms to establish best practices
  • Reporting on campaign performance over time to measure the effectiveness of marketing efforts
  • Developing and maintaining client relationships through regular communication and providing customer service
  • Conducting research to identify potential clients that fit the client’s target market
  • Creating proposals for new business opportunities based on identified needs of clients
  • Helping clients develop strategies to improve their use of technology to increase efficiency or reach more customers
  • Working with CRM software to create targeted lists of prospective clients based on their demographic information and interests

CRM Analyst Salary & Outlook

The salary of a CRM analyst can vary depending on their level of education, years of experience, and the size and industry of the company. They may also earn additional compensation in the form of bonuses.

  • Median Annual Salary: $70,500 ($33.89/hour)
  • Top 10% Annual Salary: $122,000 ($58.65/hour)

The employment of CRM analysts is expected to grow much faster than average over the next decade.

Demand for CRM systems is expected to increase as organizations seek to improve customer service and efficiency. Organizations also will need to hire CRM analysts to maintain their current systems as these systems continue to age.

CRM Analyst Job Requirements

CRM analysts typically need to have the following background:

Education: A minimum of a bachelor’s degree is often a requirement to become a CRM analyst. Some companies may prefer candidates who have a master’s degree in business administration (MBA). An MBA degree can provide a foundation in business and industry knowledge that can assist you in your role as a CRM analyst.

Training & Experience: Most companies will provide on-the-job training for newly hired CRM analysts. This training will typically last for a few weeks and will teach you the basics of the job, including how to use the company’s software and computer systems.

Certifications & Licenses: While certifications are not required for a CRM analyst role, they can help you impress potential employers and increase your earning potential.

CRM Analyst Skills

CRM analysts need the following skills in order to be successful:

Communication: Communication is another skill that can help a CRM analyst succeed in their job. They often need to communicate with other team members, clients and other stakeholders. They also need to be able to clearly explain complex processes and ideas.

Technology: As a CRM analyst, you should have a basic understanding of the technology used in the software you support. This can help you troubleshoot issues and identify opportunities to improve the software. You should also be familiar with the software development life cycle, which is a series of steps software developers follow to create and improve software.

Customer service: Customer service skills can help you understand the needs of customers and develop strategies to meet those needs. As a CRM analyst, you may work with customers to identify their needs and develop solutions to meet those needs. Your customer service skills can help you communicate with customers effectively and understand their perspectives.

Problem-solving: Problem-solving skills allow you to identify issues, develop solutions and evaluate the success of your solutions. As a CRM analyst, you may be responsible for identifying and resolving customer issues. Your ability to identify the issue, develop a solution and evaluate the success of your solution can help you provide better customer service and improve your company’s customer satisfaction.

Organization: Organization is another skill that can help a CRM analyst succeed in their job. As a CRM analyst, you may be responsible for managing a variety of data, including customer information, sales data and more. Organization skills can help you keep track of all of this information and find the information you need when you need it.

CRM Analyst Work Environment

CRM analysts work in a variety of settings, including corporate offices, government agencies, and consulting firms. They typically work full time during regular business hours, although they may occasionally need to work evenings and weekends to meet deadlines or attend meetings. Some travel may be required, particularly for those who work in consulting. CRM analysts typically work in teams and often interact with other departments within their organization, such as marketing, sales, and customer service. Therefore, good communication and interpersonal skills are essential.

CRM Analyst Trends

Here are three trends influencing how CRM analysts work. CRM analysts will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Need for Data-Driven Decision Making

The need for data-driven decision making is becoming increasingly important in business. This is because data can help businesses make more informed decisions, which can lead to a better bottom line.

As data becomes more important, CRM analysts will need to be able to gather and analyze it in order to provide valuable insights to their company’s leadership team. This requires a deep understanding of how to use CRM software and other tools that are used to collect and organize data.

More Focus on the Customer Experience

The customer experience is becoming more and more important as businesses strive to create a positive impression with their customers. This means that CRM analysts will need to focus on collecting and analyzing data about customer interactions.

By understanding what customers want and how they feel about the products and services that they receive, CRM analysts can help businesses create a better experience for their customers. In turn, this can lead to increased sales and customer loyalty.

Data Security Becomes More Important

As data security becomes more important, CRM analysts will need to become experts in protecting sensitive information.

This includes developing and implementing security measures to protect customer data from being stolen or leaked. CRM analysts will also need to be able to identify potential threats and come up with solutions to mitigate them.

How to Become a CRM Analyst

A career as a CRM analyst can be both rewarding and lucrative. It’s important to start off on the right foot by choosing the right company for you. Consider factors such as culture, size, location, and industry when making your decision.

Once you’ve landed your dream job, it’s important to stay up-to-date on the latest trends in CRM technology. Read industry blogs, attend conferences, and participate in online forums to learn about new products and services that can help your company grow.

You should also build relationships with key stakeholders within your organization. This will give you an opportunity to collaborate on projects and share ideas that can improve customer experiences.

Related: How to Write a CRM Analyst Resume

Advancement Prospects

CRM analysts typically start out in entry-level positions and advance to senior-level positions as they gain experience and knowledge. With experience, CRM analysts may move into management positions, such as CRM manager or director of customer relations. Some CRM analysts may also move into other related fields, such as marketing, sales, or information technology.

CRM Analyst Job Description Example

At [CompanyX], we’re looking for a CRM Analyst to join our team and help us better understand our customers. The ideal candidate will have experience with data analysis, customer segmentation, and campaign management. He or she will be responsible for developing and implementing strategies to improve customer retention and loyalty. The CRM Analyst will also be responsible for analyzing customer data to identify trends and insights, and making recommendations to the marketing and sales teams.

Duties & Responsibilities

  • Serve as the primary point of contact for all CRM-related questions and issues
  • Work with internal teams to gather requirements and build out customizations, integrations, and reports
  • Manage data quality within the CRM system, developing processes and training users on best practices
  • Serve as administrator for the CRM system, including user provisioning, security, and permissions
  • Configure the CRM system to support business processes and meet user needs
  • Build custom reports and dashboards to track key performance indicators and report on progress
  • Train new users on the CRM system and provide ongoing support to existing users
  • Develop and maintain documentation for the CRM system
  • Stay up-to-date on CRM industry trends and best practices
  • Identify opportunities for process improvement and make recommendations to management
  • Assist with the development and implementation of marketing campaigns
  • Generate leads through market research and data analysis

Required Skills and Qualifications

  • Bachelor’s degree in business, marketing, computer science, or related field
  • 2-4 years professional experience in data analysis, customer relationship management (CRM), or similar role
  • Experience with Salesforce CRM or other major CRM software platforms
  • Advanced Excel skills for analyzing large data sets
  • Excellent communication and presentation skills
  • Proven ability to work independently and meet deadlines

Preferred Skills and Qualifications

  • Master’s degree in business administration (MBA) or related field
  • 4+ years professional experience in data analysis, customer relationship management (CRM), or similar role
  • Experience with multiple CRM software platforms
  • SQL skills for querying databases
  • Project management experience

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