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Video interview series of CXO’s highlighting best practices
Girish Shah
Executive Vice President – Sales and Marketing
Godrej Properties
On tracking customer sentiments.
In terms of understanding our customer- firstly, our listening tool which is the Radian 6 understands and gets into conversation and apprehends what the customers are saying about us. The other area is all our touch-points as we get in a lot of information related to people who are interested in buying real estate, people who are interested in buying Godrej Properties real estate and eventually people who have become customers after having purchased one of our apartments. Collaboratively all of this information is available on our CRM systems which includes tools such as salesforce.com which helps us keep record and understand who are customers are and what they do, this helps us gage sentiment. Another area where we could gage sentiment is with the crowd-sourcing ‘Spark of Imagination’ Facebook page engagement of ours where again there are blogs and other information being posted and we can view their perspectives. We listen and assess and come up with ideas on how we should define/design new products on the basis of what customers or consumers are saying.
“Collaboratively all of this information is available on our CRM systems which includes tools such as salesforce.com which helps us keep record and understand who are customers are and what they do, this helps us gage sentiment.”
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