A typical CRM consulting job posting reads like the requirements below from an actual listing - technical experience required but not one mention of being able to develop and maintain relationships. I thought that was the point.
If I were hiring someone to make sure my business and my customers were on good terms, had a relationship and continued to have a relationship, I’d hire someone who is still friends with the first person they met in kindergarten.
I’d ask about their personal relationships. Still on good terms with everyone you’ve met so far in life? Can I call anyone of them and ask about you? Will I receive a favorable response?
What do you know about how customers think? Behave? Prefer to interact? How they differ? How to identify how they differ?
If a consultant can’t answer those questions, then your CRM system, while a marvelous database and repository, with mobile access and cross-functional collaboration, will continue to demand technical resources but will not be helping you maintain relationships. While your team is optimizing the CRM database and processes, customers may be quietly slipping away because you are not communicating with them in the way that is optimal for each of them: a lack of basic customer insight.
For more on customer insight and why you are not alone, read about the 140+ companies that don’t do it well either.
By the way, I’m still in touch with my best friend from kindergarten, Ron. Call him anytime.
CRM Consulting Job Requirements (example):
Must minimally have:
• 5 or more years of CRM (sales, call center, field service, helpdesk or marketing) implementation and/or integration experience.
• Experience with SAP CRM, Siebel, Oracle CRM, E.piphany, Microsoft CRM, PeopleSoft CRM, Salesforce.com or Oracle CRM On Demand.
• Strong written and oral communication skills at all client levels, including CxO.
• The ability to work effectively with team members and clients.
• Excellent presentation and facilitation skills.
Additional Requirements:
• Understanding of technical architectures; including RDBMS, client-server, package systems implementation, mobile computing, thin client architecture, internet technologies, sales, service and marketing business processes and call centers. Prior CRM, ERP, Consulting experience a MUST!
