#2 Elsa Dez | CRM Evolution | Cross-Functional Team Synergy | Customer-Centric Strategies
Episode description
INSIDE CRM with Elsa Dez
In this episode, Elsa shares her journey and extensive experience in Customer Relationship Management (CRM). She speaks about her role at Kleinanzeigen, a classifieds platform, where CRM is evolving from marketing to product. Elsa discusses how CRM supports various aspects of Kleinanzeigen's business, including B2C, C2C, and B2B sectors, and the importance of aligning CRM with other business functions for greater efficiency and impact. Key highlights include managing the transition of CRM from marketing to product, the importance of streamlined communication tools, and the approach to effective, non-intrusive customer engagement. Elsa also briefly touches on her personal inspirations, recommending 'Think Again' by Adam Grant for fostering a growth mindset.
00:00 Introduction and Background
01:21 Elsa's Journey in CRM
02:12 Kleinanzeigen's CRM Strategy
03:22 CRM's Role in the Organization
06:40 Streamlining Communication
09:45 Challenges and Solutions in CRM
13:42 Final Thoughts and Recommendations
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