feedback on products, quality, and services analyzed and incorporated in future
projects wherever possible are some of
our best practices.
What role does technology play in
making CRM process/programs
effective?
Timely response and disseminating correct information is the key and technology can assist in delivering these performance parameters.
SOBHA enjoys a strong brand recall
in the market. What role CRM plays
towards maintaining such a strong
brand?
Our continuous support and personal touch with customers towards the
purchase of his / her Dream Home and
follow up thereafter, helps us tremendously to maintain our strong brand.
What are the various trends that
you have observed in the real estate
industry that has been adopted by
SOBHA?
Lt. Gen. Mathew Mammen, PVSM, AVSM, VSM (BAR), Executive Director, Sobha Ltd.
WE ARE THE PIONEERS
IN CRM INTERFACE
WITH CUSTOMERS
How different it is to maintain a good
customer relationship in real estate
industry as compared to others?
A customer invests his / her life time sav-
ings in buying a home. He / she is emotionally attached to it and very sensitive in
relationship with the company.
What are the best practices that
CRM follows to achieve higher level
of customer satisfaction?
A single point of contact for all issues,
on-line queries and Complaint Module, transparent and timely response in
servicing customers. A toll free customer
service help line with timely response and
escalation to appropriate level, customer
We are the pioneers in the CRM interface
with customers. I believe others have
copied from us.
What kind of training is imparted to
the CRM workforce?
Besides conducting behavioural and
leadership training at Sobha Academy,
training is provided on the process, communication skills, technical knowledge
pertaining to the project and reverse
training.
How do you spend your leisure time?
In my leisure time I like listening to music
and love to travel.
INNERVE / OCTOBER 2016 / 31