Imagine you are in a salon, getting a haircut and the phone at the salon’s reception keeps ringing continuously. After some time, your hairdresser leaves your haircut midway and attends the call, answers the caller’s queries regarding haircuts and pricing, checks the calendar, negotiates dates and timings, books an appointment for the caller and then finally comes back to finish your haircut. This is a bad experience and a waste of time for everyone – you as the customer getting the haircut, the hairdresser and the prospective customer on the phone. What if these reservations and the allied activities could be digitalised? Natalie Seatter, Chief Product Officer at OAG, has years of experience in the tech industry and shared the valuable lessons she has learned in driving digital, data and broader business transformation, through developing highly effective and resilient teams.
Retail & eCommerce
An unending curiosity, a deep sense of responsibility, and the desire to support people relentlessly – these personality traits briefly describe the drivers behind Giovanni Luca Randisi’s (Giovanni) illustrious career. Giovanni, Vice President – Product, home24 SE, has held diverse roles across industries, giving him a rich experience in Marketing and Customer Relationship Management (CRM).
In this article, he talks about the trends in CRM, customer centricity, and the need for Data, Product, and Marketing to work synchronously to achieve business goals.
Today, Customer Relationship Management (CRM) plays a significant role in all businesses, irrespective of the industry they operate in. While CRM is well understood in the context of industries such as FMGC, Telecom, Automobiles, etc., understanding and managing CRM in a marketplace for renewed devices to fight e-waste requires a different mindset and approach.