FAQs
What is the primary responsibility of the RCSM?
The primary responsibility of the RCSM is to drive growth and expansion of the business by creating customer value during the lifetime of existing customers, understanding their overall needs, and matching those needs to the products and services offered.
What are the main challenges faced by the RCSM?
The main challenges include ensuring speedy delivery of communication and assistance to customers, adding value to conversations rapidly, obtaining support from stakeholders across the business, and improving the quality of solutions through effective development processes.
What are the key result areas (KRAs) for the RCSM role?
The key result areas for the RCSM role include opportunity identification, cross-Lob communication, team training, managing lead generation and closure, query redressal, and achieving new client acquisition and cross-sell targets.
How does the RCSM identify cross-sell opportunities?
The RCSM identifies cross-sell opportunities by mining centrally shared customer data, understanding user insights, identifying opportunities based on customer needs, and working with product managers to build product-wise cross-sell propositions.
What is expected in terms of team training for the RCSM?
The RCSM is expected to train and upskill the team on all relevant products and their features to ensure they are well-equipped to identify and capitalize on cross-sell opportunities.
How does the RCSM handle lead generation and closure?
The RCSM ensures robust lead generation by networking across various units and actively follows up to close the leads generated.
What is involved in managing query redressal for the RCSM?
The RCSM is responsible for de-bottlenecking any issues, working closely with technology and other teams to drive implementation and ensure resolution of customer queries.
What are the targets the RCSM is expected to achieve?
The RCSM is expected to achieve new client acquisition targets, deliver on the cross-sell strategy and plan for their zone, and consistently drive innovation in product/service offerings based on customer needs.