Under CRM system, there are many employees from lower hierarchical level to higher, and their duties are different just as their positions. So if we are speaking of it as a whole, that what duties it has for the business they belong to, then there are a few points we can talk on.
Starting with its duty to know customer satisfaction is basic and essential and then moving to not so basic duties then we have analysis of data to be done, to stay relevant.
They have the responsibility of building and maintaining profitable relationships with key customers and resolving customer complaints quickly and efficiently. They should also keep customers updated on the latest products in order to increase sales.