PERSPECTIVE
CUSTOMER IS OUR BRAND AMBASSADOR
Lt. Gen. Mathew Mammen,(Retd), Executive Director,
talks about his experience working with SOBHA and
the key role CRM has played in making SOBHA as
the most trusted Brand in Indian Real Estate market.
How has been your journey at SOBHA so far?
Having an Army background and then entering
into corporate world, how has been the transition?
A soldier is a very adaptable individual due to his
army training. Like in the Army, SOBHA follows a
process for all activities so adjusting was no problem.
The journey so far has been excellent, we have a
wonderful team at SOBHA.
TIMELY RESPONSE
AND DISSEMINATING
CORRECT
INFORMATION IS THE
KEY
What is the most challenging aspect of heading
and mentoring teams?
The art of convincing people, to do a task in a
specified time and then monitor the activity till its
successful completion is very challenging. A mentor
should back his team and take responsibility in case
of a failure.
taken possession of Sobha Home. We consider all the customers
as our Brand Ambassadors.
What does it take to be a successful functional
leader at SOBHA?
It is very important to understand customers to make CRM a
success. What efforts have been taken by you in this regard?
A leader works with passion and leads by example to
become successful.
We try to understand customers through their feedback after sales,
on handover and after completion of warranty period.
What has been CRM’s strategy to make SOBHA
a customer centric organization?
What are the metrics that are being used to know if our CRM
program has been a success?
It is important to respond to a customer’s need
whenever he / she calls, even after 10 years of having
Customer feedback and referrals are two key metrics that we follow
to gauge the success of our CRM program.
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/ INNERVE / OCTOBER 2016