This Week in Startups How to manage customer relationships | Customer Basics with Salesforce’s Tiffani Bova | E1306
Oct 18, 2021
Tiffani Bova, a Global Growth and Innovation Evangelist at Salesforce and author of Growth IQ, shares invaluable insights on customer relationship management. She highlights the importance of evolving customer interactions, especially in the restaurant sector post-pandemic. The conversation dives into lessons from Starbucks and successful marketing strategies from top companies. Tiffani also emphasizes the need for personalization in customer experiences, demonstrating how to transform one-time transactions into lasting relationships.
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Early CRM Investment
- Manage customer relationships from the start, even if it seems complex.
- Early CRM investments enable scaling and consistent customer interaction.
Restaurant Pandemic Example
- Tiffani Bova shares an example of restaurants failing during the pandemic.
- They lacked online menus and customer data, hindering their ability to adapt to delivery services.
Utilize Customer Data
- Restaurants should leverage collected customer data (e.g., phone numbers, emails).
- Send targeted offers and promotions to incentivize return visits and build loyalty.
