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What Do Customer Relationship Management (CRM) Business Analysts Do?

A customer relationship management (CRM) business analyst is a position found within many organizations and consultant firms, which is responsible for managing and building customer relationships. This position will typically work within an office type of environment and keep weekday, daytime shifts. This position will work within a team of other personnel specializing in customer relationship management. While most organizations require their CRM business analyst to attain a bachelor’s degree in a field such as business administration, customer service, marketing, or management, more organizations are requiring a master’s degree in one of these fields. They are also requiring extensive experience within customer service and/or market research. A CRM business analyst will have a variety of responsibilities associated with data collected about their customers. Some general responsibilities and duties include researching the customer base, management of data regarding customers, analyzing data regarding customers, monitoring responses to various marketing campaigns, analyzing behavior on the company website, examining customer purchase history, creating reports for sales and marketing teams, creating reports for customer service teams, making recommendations regarding relationship strategies, recommending various marketing campaigns, looking for trends among customers and customer data, and analyzing sales and pricing data. A person in this position should be highly analytical in nature, as well as able to think outside of the box on a number of occasions. A CRM business analyst should possess expert interpersonal relationship skills and organizational skills. This person should be able to work under little direction and have superb decision-making skills.

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Customer Relationship Management (CRM) Business Analyst Tasks:

  • Identify user needs from user requests and develop strategies by which to meet those needs.
  • Critically evaluate information from multiple sources and clearly indicate quality of final analysis.
  • Communicate complex data in comprehensible ways.
  • Determine, implement, and evaluate business metrics to meet ongoing organizational or customer information needs.
  • Analyze and report on complex data to meet customer needs.

What is Covered in CRM Business / Data Analysts Course:

  • Introduction to CRM
  • Introduction to CRM Processes, Lead To Order ; Order To Cash ; Ticket To Remedy.
  • Introduction to ZOHO CRM.
  • SalesForce Automation Through Zoho CRM.
  • Creating a small CRM using SQL using MariaDB (Creating DB, Creating Table, Update Tables, Insert/Update/Delete Records)
  • Introduction to Salesforce dot comm CRM


This course is 3 weeks long, Saturday 9:30AM to 12PM
Next Class begins: Soon.


$300 CAD for 2021 BA Class