Customer Relationship Management (CRM) is essential for organizations to drive customer engagement efficiently in this competitive market. The global CRM market is expected to hit US$128.07 billion in 2028 at a CAGR of 12.1%. There are multiple key players and software in the global customer relationship management market by leveraging cutting-edge technologies such as artificial intelligence for automation. Here is an exclusive interview with Manan Sharma Vashisht, Founder and Director of ReBrand Gurus, who explained the importance of customer relationship management (CRM) for the company by leveraging artificial intelligence.  

1. With what mission and objective the company was set up, tell us about your journey since the inception of the company?

The first focus has always been on retaining clients. While obtaining new ones is always an incentive, priorities lean towards building good relationships with them. The aim is to train employees to go above and beyond their expected objectives. The company began right around when the pandemic broke, and the team realized how well the work from the home system has worked. Thus, it was definitely intended on giving the best from homes to reduce operation costs and optimize workflow. ReBrand Gurus is not just any marketing agency— it tries to work with the client’s vision rather than take traditional marketing steps. When the team understands the needs and requirements of clients, it can make a personalized plan to help them on their journey. It also wants to step away from the label of a marketing partner and create a niche as a service delivery partner that is with the client every step of the way. The management is excited to reveal what the next project is, but the team has been working hard towards building a new project.  

2. Brief us about the proactive founder and CEO of the company and his/ her contribution to the company and the industry. 

I’ve compiled around 20 years of experience in the industry now, and I’ve worked from the bottom to get to the top which gives me a unique perspective on all stages of the work. I started in a BPO where I dedicated 11 years of my life to that line of work. I realized that old-school and traditional marketing methods don’t work, and I’ve never been one to follow them. All the BPOs, SLAs, and KRAs that I’ve worked on have primed me for my current work. I now lead large teams in big corporations and all my time working for others has helped me understand how to work on every micro level. I also want to ensure that the company isn’t just that a company. It is because it is so much more— the brand is an environment and a culture. I know I have done something right when clients are beaming with joy from services, and employees return home after a long day of work with a smile on their faces.  

3. Can you mention some of the major challenges that the company has faced till now?

One of the challenges is to align the needs of the company and the vision of the company with the employees. And the other challenge is to make sure that the team understands the needs of customers and match them to a T. Sometimes, pricing the product right is a bit of a challenge as clients don’t understand that side of the industry. Of course, the industry is a competitive world. The team rises above the competition by providing quality work and through turnover time. It has never once failed on deliverables. That’s why there are client testimonials. The biggest and most visible indicator has been Google’s ranking and ratings that have been steadily growing. The team has not had any alteration in employees since the last eight to nine months and continues to hire more long-term employees successfully.  

4. What is your biggest USP that differentiates you from your competitors?

The biggest USP is that every client has one project manager. So, no project is without a project manager. The team does not claim to be the best at what they do but claims to make sure that we achieve what the client wants to achieve. So, it works with clients hand in hand. The second biggest USP is that the company does not hire fat-salary people from the industry. Instead, the management hires people from colleges, people with just experience of only one or two years, and then grooms train them to be the best, a trait rare in the industry.  

5. Brief us about the product, services, and solutions you provide to your customers and how they get value out of it?

The team does a lot of digital marketing and rebranding. There is digital branding along with a hefty amount of website development. The team is focused on a lot of ERP and CRM development, mobile applications, and so on. It does not give clients just a service or product, but also a solution-based product that is based on ROI. Clients from all walks of life sign up with us. It does not only deliver their product but make sure that they make money out of it. The team does not simply do the job but helps them generate business and leads. The use of AI is also strong in business and one can find it in every corner of the work profile. However, no one system is used fully for one project as there is an amalgamation of each project to yield the best results.  

6. What is your leadership mantra?

It’s very simple- to bring smiles to clients’ and employees’ faces. That’s it. I want my team to be smiling all the time and I want my clients smiling all the time. That’s what the team tries to do. Then the company creates values.  

7. What is the reason that organizations are using IoT, analytics, big data in AI and ML?

The reason is very simple. The team is also leveraging a lot of artificial intelligence and big data. It wants to automate the systems and to be fool-proof and robust. Of course, the team also wants systems to rely less on manual operations. This then gives the company more valuable to generate more value-added services rather than doing the ground manual work that takes up a lot of time, a lot of energy, and a lot of effort. The chances of making mistakes and errors increase significantly in a manual environment. All the things about creating an environment of more user-friendly, more robust, and in a long term, very economic.