19 CRM Manager Interview Questions and Answers

Updated on: July 14, 2020
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A CRM manager needs to prepare for the interview process in order to ace it. The best way to do this is to look through possible questions that you may be asked. This way, you will be able to foresee what you may be asked, and how you may be judged.

Working as a CRM manager means that you have a lot of responsibility on your shoulders. Specifically, your knowledge of strategizing CRM processes should be highlighted when you provide answers to interview questions.

Some questions that you may be asked at an interview for a CRM manager position are provided here for reference purposes:

Interview Questions and Answers for CRM Manager

1. Tell me a little bit about yourself.

About 10 years ago, I began working in customer services. I have worked as a CRM for 4 years now. My passion for providing excellent customer services, and ensuring repeat business opportunities is what led me to work in this arena. I am highly ambitious when it comes to my work, and leave no stone unturned to ensure consistently high quality of customer services.

2. Tell us something about the duties that you have performed in this role.

Planning and delivering CRM strategies across the company has been my prime work as a CRM manager. Deciding which CRM structure and architecture to use is all in a day’s work for me. Typically, my work duties include journey mapping and analysis, and overseeing direct communications. In addition, my work includes overseeing the migration of direct communications to lower cost mediums.

3. What do you like most about this work?

There were two reasons that I wanted to work as a CRM manager. I love the fact that every day is a new one with plenty of opportunities and challenges. Also, the work teaches me much about handling issues and working in a solution-oriented manner.

4. And what do you dislike about this work?

To be honest, I am in love with my work completely and do not dislike anything in it.

5. How do you handle adversity at the workplace?

Adversity is part of the game when you are working at such a post. The good thing about my leadership is that I do not let adversity interrupt work processes, and keep it at the back-burner so that it dries out quickly.

6. How do you handle the pressure of working at this position?

I think that one feels pressure only when one isn’t organized. Since I am a highly organized individual, I do not feel pressure about most things. When I see that there is some stress in working at a certain module, I sit back and reflect. And then move on.

7. What is your main concern when hiring individuals to work for you?

My main concern is an individual’s ability to handle work in high-pressure environments. I see how well they can manage when working under stress, and then decide if they will fit in or not.

8. What do you do when you lose your temper?

I don’t remember the last time that I lost my temper at the workplace. Over the years, I have effectively trained myself not to lose my temper, as I feel that it can take professional several notches behind. So, one has to remain calm even in the face of adversity and carry on relentlessly.

9. What is your greatest strength?

I am sure that my greatest strength is my ability to effectively coach people to work towards a common goal.

10. And what is your greatest weakness?

My greatest weakness is probably the fact that I spend too much time training people. Even when I know that sufficient training has been provided, I tend to keep at it. But I am trying hard to let things be, and quit while I’m ahead.

11. What would you do if a customer was rude to you?

I would politely inquire into the reason that they are agitated, and ensure that their problem is resolved. I would not respond in the same manner as the customer.

12. How do you handle employees who disagree with you?

Disagreements are not something that I take seriously. If an employee disagrees with me, I inquire into what made them feel that way. I keep myself open for discussion, and if the employee has a valid point, I do take it into consideration.

13. What is the main reason for wanting to work with us?

I am particularly interested in working for your organization as I feel that I can effectively overhaul your CRM systems. The fact that I am well-versed in determining departmental needs and providing effective services accordingly, I will go a long way in contributing to your organization. I also feel that business retention and customer satisfaction are areas that your company needs to work on, and I can help.

14. What is your biggest accomplishment?

My biggest accomplishment was when I successfully retained 45 corporate accounts, increasing the company’s business by 35%.

15. What popular CRM software are you comfortable using?

I am well-versed in using SAP CRM, Salesforce, OnContact, Sage Act, and Relenta.

16. What is the main obstacle for CRM success in your opinion?

I feel that the main obstacle for CRM success is the absence of a clear transitional process. But that is not all. Weak functional organization of a company and lack of response to customer feedback and recommendations are also areas that hinder CRM success.

17. Tell me about a time when you dealt with a sticky situation in a proactive manner?

I was once in a situation where I had to handle an altercation between 2 senior managers. I managed to resolve the issue with mutual dialogue. It was tough as both were right in their own way, and it was tough to get them to agree to each other.

18. Where do you see yourself in 5 years?

I see myself as a CRM director, overseeing a team of CRM managers and representatives.

19. Do you have any questions for me?

I am intrigued by the way that you have strategized your customer service policy and would love to know more about it.





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