process Archives - Massive Rocket

15 Aug: Adding a Human Touch to CRM for Increasing Client Engagement and Retention – Madalina Resteman Azzam, CRM Manager (Europe), Top Doctors

There cannot be anything more challenging than taking up a new role in a healthcare business during the peak of the COVID-19 pandemic. It was challenging but not daunting for someone like Madalina Resteman Azzam (Madalina) who loves taking up challenges. She started working with Top Doctors, a globally recognised market leader in private healthcare, during the pandemic, in a client relations role.

Top Doctors, a company with a team of 415 people, is a leader in the digital transformation of the healthcare sector and provides easy access to the best medical specialists in the world. Over 250 million patients have trusted Top Doctors to find the right doctor for them, and in 2022 alone, 3 million patients requested consultations or medical appointments through the platform.

In this article, Madalina, CRM Manager – Europe, at Top Doctors, explains the importance of client relations and CRM for digital healthcare businesses and how CRM professionals need to find ways to use technology while not forgetting the human touch in client relations.

By Filip Nedelkovski Finance, FinTech & Insurance

18 Jul: Growing Customer Lifetime Value with Personalisation – Taylor Hoffmann-Subjack, Head of Global CRM Activations, Klarna

CRM is important for every industry today and its importance has been increasing over the years. With less emphasis on paid media acquisition, it’s crucial for businesses to retain existing customers and optimise their experiences through own-channel marketing and personalisation.
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.

By Vandana Jayakumar Travel & Hospitality

13 Jun: EXKi’s Brand Repositioning Journey through CRM and Digitalisation: Alessandra Montrasio, CMO, EXKi

In the dynamic landscape of modern business, companies must remain agile and responsive to succeed. A crucial aspect of this resilience is the ability to reposition their brand, when necessary, whether to reach a new target market, respond to changing technologies or competitors, or appeal to emerging generations of consumers.
In this article, Madalina, CRM Manager – Europe, at Top Doctors, explains the importance of client relations and CRM for digital healthcare businesses and how CRM professionals need to find ways to use technology while not forgetting the human touch in client relations.
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.

By Alina Timchenko Retail & eCommerce

06 Jun: How Cutters is Digitalising Europe’s Hairdressing Industry – Ørjan Johnsen, CMO at Cutters

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.

By Tsvetelina Rancheva Braze Media, Gaming & Entertainment

23 May: Scaling a Subscription Business through CRM — Wendy Czayka, Head of CRM at Blinkist

Lourdes Fuster, CRM Manager, works within a unique structure at coaches & moto.net that emphasises sharing resources and a clear vision to achieve their goals. In this article Lourdes outlines how other companies can emulate this setup to work towards a common organisational purpose.

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