A world-class cloud-focused, Enterprise and SMB Product leader, Deepak Deolalikar is focused on enabling organizations to realize new and recurring revenues through the delivery of strategically critical products in B2B SaaS, Cloud, Customer Experience (CX) and Mobile applications, driving customer value and sustainable revenue growth.

◈ How CRM is the heart of Customer Experience.

◈ CRM is not just a pipeline management system.

◈ Why you need data for CRM.

[00:02:00]- CRM playing such an important role in Customer Experience.

[00:05:40]- The four P’s of marketing.

[00:09:00]- B2B companies vs B2C companies.

[00:10:21]- CRM in the new normal.

[00:13:20]- CRM vs CDP and MDM.

[00:16:16]- Where to start in delivering the best Customer Experience.

[00:19:50]- Steps to take to reimagine the CRM of a company.

[00:22:20]- Ordering through an app.

[00:26:00]- Going back to the company’s journey to better implement a CRM.

[00:27:35]- Data and CRM.

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Liliana Petrova, Founder & CEO of The Petrova Experience.

Liliana’s career tenure includes transforming Jet Blue's Customer Experience at airports. Liliana founded The Petrova Experience couple of years ago and leads a talented group of professionals who really CARE about people and constantly ask, "How can things be better?"

◈ Getting customer service technology.

◈ Setting up the customer experience program.

◈ What are the challenges of bringing in new CRM technology to a company.

[00:00:59]- Founding the Petrova Experience.

[00:06:00]- Choosing the right technology.

[00:08:50]- Current vs new technology.

[00:12:21]- The challenges of setting up CRM.

[00:15:00]- Planning customer service experience.

[00:16:45]- Employee experience and customer experience.

[00:17:45]- Customer experience program structure.

[00:22:00]- Redesigning a company’s customer experience.

[00:24:44]- Recommending a CRM investment.

[00:27:00]- The challenges of bringing in new CRM technology to a company.

[00:28:30]- Having the vision leads to successful implementation of a new CRM technology.

[00:30:00]- How technologies’ are being used in the organization.

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Preeti Kotamarthi is the Behavioural Science Lead at Grab, the leading ride-hailing and mobile payments app in South East Asia.

Preeti has set up the behavioral practice at the company, helping product and design teams understand customer behavior and build better products. She completed her Masters in Behavioral Science from the London School of Economics and her MBA in Marketing from FMS Delhi. With more than 6 years of experience in the consumer products space, she has worked in a range of functions, from strategy and marketing to consulting for startups, including co-founding a startup in the rural space in India. Her main interest lies in popularizing behavioral design and making it a part of the product conceptualization process.

◈ Discovering the why of CXM implementation.

◈ The tools and techniques of behavioral science.

◈ Implementing Behavioral Science on your business.

[00:00:59]- Behavioral Science.

[00:05:00]- Integrating Behavioral Science in every field.

[00:07:50]- Applying Behavioral Science on CXM.

[00:12:00]- CXM vs B2B and B2C.

[00:14:30]- Starting customer service implementation.

[00:16:45]- What you can do to bring in tools and techniques to your company.

[00:18:00]- Behavioral Science complicating the process.

[00:20:00]- Great example of Behavioral Science in a company.

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