WHAT DOES A CUSTOMER RELATIONSHIP MANAGEMENT BUSINESS ANALYST DO?
Published: September 24, 2024 - The Customer Relationship Management Business Analyst collaborates with senior marketing, recruiting, and academic staff to integrate CRM technologies into college workflows. Develops and manages user permissions, events, and campaigns while supporting broader CRM functions to enhance operational efficiency. Designs reports and dashboards to visualize data for stakeholders, ensuring compliance with college policies and optimizing CRM and enterprise application usage.
A Review of Professional Skills and Functions for Customer Relationship Management Business Analyst
1. CRM Business Analyst Duties
- Problem Identification: Work with business areas to identify the root problems and prioritize the critical requirements for business improvement and change programmes.
- Process Analysis: Analysis of both the business processes and the customer journeys that are affected.
- Change Prioritization: Prioritize the activities that should be undertaken to ensure the proposed changes and improvements meet customer expectations and provide the greatest opportunities for improvement.
- Process Documentation: Document business processes to model the organization's current and future state in the area of the solution and identifying opportunities, risks, and impacts.
- Specification Translation: Ensure that relevant outputs of the projects and change programs are accurately translated into functional specifications to ensure the best possible design/use of Management Information Systems.
- Data Analysis: Utilize data analysis methods to gather and mine data from multiple sources to provide business areas with information and recommendations.
- Training Facilitation: Work with the Project Manager, supplier, and dedicated trainer in ensuring users are trained and able to take ownership of the new services and tools.
- Partnership Development: Develop strong partnerships with business departments, IT, and PMO based on trust and value.
2. CRM Business Analyst Details
- Data Analysis: Leverage data to understand products in depth, identify areas of opportunity, and support projects to drive growth and engagement.
- CRM Training: Train and introduce the business teams to the CRM and data perspectives.
- Technical Documentation: Create and maintain technical documentation, including business requirements, process flows, data maps, and training content for the end-users.
- End-User Support: Provide day-to-day end-user support and assist users with best practices to improve and increase knowledge of the systems.
- Business Transformation: Drives business transformation process for re-engineering efforts.
- Strategy Definition: Work closely with operations managers and executive management level to define business performance goals and strategies to achieve and measure success.
- Stakeholder Collaboration: Work in collaboration with cross-team business stakeholders, developers, vendors, and contractors.
- Process Mapping: Participate in projects to map existing processes, lead the definition/documentation of the to-be processes.
- Requirements Definition: Define requirements, data changes, business rules, metrics, and training to achieve the “to be” process.
- Process Design Workshops: Conduct business process design workshops.
3. CRM Business Analyst Responsibilities
- Product Knowledge Maintenance: Develop and maintain strong functional product knowledge, including application configuration and administration.
- Implementation Leadership: Lead and execute implementation activities for designated customers.
- Requirements Communication: Understand and communicate customer requirements to Product and Development teams.
- Post-Go Live Support: Support customers post-go live: answer questions, demo key new product functionality, address issues/bug fixes, and regularly engage customers for feedback and opportunities for expansion.
- Troubleshooting Ownership: Troubleshoot application and integration issues by taking ownership of questions, researching issues, providing appropriate solutions, or logging tickets to request a fix from Development.
- Development Collaboration: Partner with Development to identify and test the resolution of product defects, enhancement requests, and new functionality.
- Product Team Partnership: Partner with Product team to incorporate client feedback, use cases, and unique requirements into product roadmap.
- Project Management: Successfully manage multiple concurrent clients and implementation projects.
- Process Improvement: Assist with creating and updating implementation processes and best practices.
4. CRM Business Analyst Job Summary
- CRM Data Analysis: Analyzing and evaluating CRM data needs to support overall CRM strategies
- Data Quality Management: Defining the data cleansing and data quality scope and objectives
- Risk Identification: Analyzing system functionality to identify risks and gaps, providing alternative solutions and recommendations
- Technical Communication: Communicating CRM data requests to technical integration teams
- SQL Data Analysis: Analyzing system data inputs and outputs using Microsoft SQL to advise on system anomalies and assist with requirements definition
- Requirements Modeling: Converting requirements into various types of models or diagrams, such as process mapping, decision tables, value streams, and data flows
- Technical Translation: Translating business and functional requirements into technical data requirements
- User Group Facilitation: Facilitating business analytics user group meetings and translating business requests to data management
- Data Documentation: Meeting with subject-matter experts to identify and document data requirements
- Workflow Collaboration: Collaborating on root cause analysis, application of business rules, workflow issues, and internal/external interfaces for system and data impact analysis
- Solution Verification: Collaborating with data engineers, developers, and QA testers on solution functions, verifying and validating code updates and data fix changes
- Quality Assurance Review: Reviewing test results for quality assurance to confirm acceptance criteria are met for user acceptance testing
- Vendor Collaboration: Working with vendors to implement new systems and/or modify and maintain toolsets
5. CRM Business Analyst Accountabilities
- Workshop Leadership: Leading client workshops, defining process workflows, gathering information, and providing workaround solutions when software needs are not met.
- Customer Collaboration: Work closely with customers to understand goals, strategies, constraints and using this understanding to collaborate effectively with them.
- Relationship Building: Build and develop strong relationships with the client.
- Validation Management: Work on Validation deliverables, including the creation of test scripts, document reviews, configuration testing, and supporting user acceptance testing.
- Process Improvement: Support continuous improvement initiatives, always looking at how the organization can improve on the process, delivery, and service to customers.
- Customer Success Engagement: Working on the Customer Success team, passion for customers to implement and support application, manage customer relationships, and contribute to building an amazing product.
- ERP Implementation: Assist with the implementation and migration to the ERP platform (Oracle Cloud).
- Technical Support: Support the function and technical teams with configurations.
- Documentation Development: Assist with creating and updating end-user product documentation - user guides, release notes, etc.