Customer Service Strategy

• A CRM routinely reviews the policies and procedures of the customer service department in an effort to devise methods of improvement.
  
  

Department Manager

• As head of the customer relations department, a CRM is required to hire, train and offer performance management to members of the team.
  
  

Customer Interaction

• Working directly with customers, CRMs resolve customer complaints and answer questions surrounding the company and its products or services. Additionally, the manager escalates serious issues to management.
  
  

Education and Experience

• CRMs are often required to possess a four-year degree. Additionally, prior experience within the customer service field is also a must.
  
  

Salary

• Simply Hired reported in 2010 that the average yearly salary paid to CRM in the U.S. is $71,000.