CRM

Hello everyone welcome to yet another episode of EOD show today's topic is very close and very interesting to me because I've been I've been wanting to speak about this for some time I've been business owner for last 10 years and apart from the communication tool that we are building for businesses I really always saw CRM as such an interesting space CRM tools have been all around us for last many years and even us as a Business have been using crms for for a while it has an amazing impact in business especially building you know sales

and customer support Journeys but at the same time while we are working with thousands of businesses we saw implementation of CRM or pitfalls around CRM has been grave and we really saw this is such a love and hate relationship between business owners to implement a CRM I really wanted to have somebody on the show who can speak about CRM its implementation myths around it and more importantly why a business need a CRM in the first place this is such an important topic because you know we all have been struggling about it especially implementing a CRM

a good CRM in the sales place now the important question which we would be addressing in the show why is it important to implement a CRM why sales people should not hate it in the first place what should a business owner look forward to when they looking For a CRM they're implementing a CRM and they ensuring they get best out of it so today on the show we have a guest who is managing director bitrix24 India he's been leading a CRM company in India and probably have seen the whole CRM Journeys in two decades of

experience he's he understand why businesses need CRM probably more than me he has seen the journey implementing bu implementing a CRM for thousands of businesses and you know just in India I think the Number is much much bigger they have been they have been serving Indian businesses for last many years but then now are finally opening but they are finally opening uh India office as well to focus deeply into India market he was born and brought up in Jammu and Kashmir but has been on international business for last many years he has this birdy view

on the whole CRM industry because he has been working in multi geographies and I think His exposure his insights around the whole CRM space going to be a learning insight for a lot of us so if you really want to understand why to implement a CRM in your business if you really want to understand what is the importance and you should not miss out on today's time when we all are talking about AI CRM is going to the first tool that you need to implement you should watch this whole show till the end so let's

welcome RIS Swani hey R welcome on the show hi Thanks thank you for inviting me I think this is going to be an amazing show because I'm really listening from a host's mouth why CRM this has been question which I believe upon but I've been intrigued upon by a lot of businesses having this doubt should they Implement CRM or should not uh is there existing CRM good enough or should they change to another or are the way they using CRM is right or they should you know do something more but you know Probably picking up

your insights on it going to be lot more insightful for all the audiences today thank you for inviting me yeah we we're going to have it in English because most of our clientele is going to be uh in kind of uh they want to have this Nativity touch yep we want to make it more easier for smmes yeah down the line C to the vast geographical divisions in India we are going to mix with English as well thus we're going to call it English I would Love to B the myths I would love to um

talk everything possible that should make it clear by the end of the session that it was not CRM it's a business management platform what we have to call CRM since all of us know it by the word but due to the AI M due to the challenges uh compulsive or inducive or conducive needs of collaborations with different Tech SIDS of the product from different tech companies how they together form a 360 platform whereby the Data funneling channeling of data and decisions to be taken based on that data and revisioning the strategy and given and uh

Immaculate amazing customer support based on all these datadriven forms and decisions to be taken based on that I would love to talk about it I'll try my best how we should go with the CRM and business management Tools in India absolutely so let's begin raise my first question to you is what is Bitrix bitrix uh in conven terms oh this podcast by the way is going to be English we have a huge audience from India I love to gather to um customer relationship management too conventional a term nowadays but now the CRM I look at

it from my perspective it's the brain of a business Process Management for any and to understand it a lot I would love and try my best to go deep dive in next couple of minutes of Our podcast sure it it forms the brain for organizations but it's most tricky subject when people go for CRM s most of the companies have an understanding that okay a finalized platform to C to your leads you get from marketing or from your direct sales efforts how to work on those leads and to garge your so-called Roi it's most misinterpreted

term in my opinion out of my experience okay so berrick as other crms in the World we started more than a decade back we are in almost in 192 countries of the world with seven more than seven country offices we come from States we are in Eastern Europe as well we are in Middle East we are in Africa we are in Latin we are in India and last year we opened up in India that that's how we started the journey so it's not about CRM it's it's let's call it a business Process Management platform or

tool that's how We going to talk about it down the line in the podcast how we make it real 360 for an organization interesting but you know I'll still call it a CRM for for my audience for and uh you know India is already have been seeing lot of crms in past many years people are used to it why do you think there is a need of another CRM betrix uh I I would love to omit the word another MH because CRM nowadays is you have to have it on mobile app you have to have

it on inside Your office as well you have to have control on the data you have to have scalability you have to have customization available you have to have Integrations possible yet after all these things it has to be the super easy interface it has to be most friendly platform for your employees if you are buying it for your company for example having said all these things bitrix as one of the crms in the world we are in mobile app we are highly Customizable we are into industry domain we try to get all this through

when we harness the data we get a regular product feedback we get a regular wish list from clients we make our road map in alignment with that of course a product comes and it creates the need then the demand is there that's itself a full story but the other side of the coin is nowaday is the place and the time we are living in we have no Other choice but to collaborate and calibrate and that comes with different understanding of the products how about the Integrations how about a particular minor or major feature in a

platform so that makes betrix sets apart and uh we are connected with almost all other third party service providers let be tele Hy cpass accounting softwares and a lot of lot of plugins and connectors we have so you as a client should get 360 under the roof But India supplies the customer support to the world we are the BP yeah we BP people right it started all all the story started itself from there in the first decade of the century uh India now serves the World Tech wise strategy wise service wise so it's a huge

Market it was a huge market so it's not like we we have to make it huge we just have to give the right tools at the right time see for a lot of businesses now business owner feels CRM is just an Another the added cost and they might or might not see result or outcomes of it they might just have a hard time implementing this in uh their business what's your take on that it's a good question actually uh we ourselves make the first mistake when we go for just CRM and what about the real

leads quality of leads I think it's time to come out of that for a business person why it's a Good question because it really encompasses everything we talk about the word I used like like the brain I used in the beginning of the podcast 99% of companies always end up with conversion it's not like that it's a huge misunderstood concept about CRM Jo I'm lucky to get this uh platform with you I would try my best to clear it CRM why what's in it absolutely brain Bus survival sh how it's going to get survived given

the lot of abs and flaws that come as challenging things down the line day in and day out besides your business besides your commercial stuff that's that's the whole story right time to get out of it like it's it's the most common thing at the CX level a CEO from a startup or an established company they are a little Uh hesitant or stringent on that point okay why do I need CRM and they go with that particular one or two a couple of inputs they get from a marketing or a sales or any other department

nowadays from a jar as well because we have a jar tools right and they decide that's not bad but a a guy who is controlling the company he has to see he has to sit with the vendor directly or indirectly through his team and he has to understand Understand what's in it for me for the next 10 or 15 years that is going to be that's going to be if this CRM has the skillability Integrations customizations AI That's the most hard topic we have to be there that's going to cost you a lot of money

lot of Manpower lot of headache right number one number two for any of your reasons now having defined yeah what data you get how you Play with that data it's not about leads it's not about okay leads like healthcare say manufacturing say EC that is the one side of the coin actual story Starts Here For example 100 lead his client every client is different every client is special for his business and for your business as well he could be a $1 client but giving you a Romy of life lifetime let's say lifetime 5 years here

He could be $11,000 client giving you negative Revenue because he's going to get out after a couple of months y he could be $1 million client but you have no capacity to retain him down the line because you are not into his business you are not into his needs you sold it out so personalization with every client that is the second important thing interesting and then the last but not the least customer Support Industries pros and cons now you are trying to be a subject matter expert it's not important it has to be you as

the owner of the company it could be a marketing guy if he's not into that it's your job to make him s into that place it could be your business guy it's his job to get these kinds of insights day in and day out they have to be with the client somehow of course they can't pick the phones and make the calls or make a messaging every Day to the client but they have to be with the client somehow absolutely newsletters emails workshops webinars oneon-one with a big or small client and they have to understand

the clid and I believe the mid managers play an important role here very crucial role they are the spinal for any owner of an industry that's where you have to take a call I I'm not talking here about hidings and hings I'm talking about whom you're going to hire who you have in Your team do they have this Vision do they do they synchronize themselves with that Vision because actual feedback day in day out regular daily weekly quarterly feedb totally M of synon commun I mean support we say L1 L2 L3 I would not look

at it like that I would say what support you give to a particular client he falls In L1 L2 L3 I don't care interesting sometimes I take calls on WhatsApp sometimes I take messages on LinkedIn that could be for anything it's not about selling it's not about support it's about the brand you represent as a manager as the owner so CR basic question I'm sorry I made it long but the vision here has to be clear AB that's why I don't call it CRM I say it business management tool platform where You can really manage

your business as the owner y that's very important I believe see at the end and what you said is very interesting because at the end customers are the core of the business or customer relationship their engagement are the core of the business so if it's really the customer relationship it's actually the core of the business anyway if you see it by the sense because you know one of the thing that I've learned over many years that Whatever business we are in at the end it has to be centrally about or at the core it's about

customers they are the king they are at least you know the whole business maker in the first place and what you said is very interesting another aspect of it because most people actually misunderstand CRM is just a lead management tool that's a common misconception even We have dealt with we have tried clarifying to our customer that there's So much to it and you always have to think about the entire journey and not just probably lead management as a as the first place that's so so uh maybe small part of the whole CRM thing now but

even with that even you know because I've been uh leading business I've been talking to other business owner one of the thing that I have seen in implementation of such system is that the business owners or the leaders would want to implement CRM or you know the The system in the in the in the company in the business in the first place but at the same time it's Prim people who really have to use it the the sales people the customer service people they really hate it at lot of reasons and uh there where most

of business struggled to get it implemented I mean I as a business owner can be aligned about it would want you know my team to use a system to manage these data manage customer relation Etc but how do I Ensure that my team also is aligned to it what's in for them it's a good good stuff actually at the point here is your employee is the person who sits at the desk from morning till evening let's put it in the generic terms yeah uh if he is going to witness any kind of disruption or minor

change in the interface he is using every day that's definitely a matter of concern it's not like DIA to sales Directors I love the managers they are the spinal C again and again I say that as the owner as founder as the Director with our couple of set of board of directors we made a decision manager up mid manager set of your employees other than the CX level is platform Min major disruption accept point it makes a point here as team okay they are emphatically involved you have made that wonderful Synchronization through your great HR

people okay people love their job but s why because we are talking about platform here we are talking about some kind of disruption in the interphase not into the person's mind or brain right uh it should not look like disruption a plat down the line again we should not be there like that funneling in Roi guys I got yeah so that is very important Concept then comes the actual stuff that ISAT since we are sitting here for CRM so we are talking about about CRM so if it's about CRM that should be as Max as

possible customized if you are starting the CRM for one of your departments let's say your HR department the homepage itself okay should be focused with couple of features about CRM with relation to hrms let's say Payroll management attendance management kpi metrics okay uh session in and out for the employees those kind of notifications from the supervisor so they should look at it like that and they should see yeah that's that's how it's made it's made for us and S then even though the concept is clear from the day one still you do not have to

roll out 100% of the that platform you have to go with that Particular customization then couple of features out of that then down the line down the line keep on unrolling and there has to be persistent training program from the vend you give it in bitrix we have we do not sell directly so much we do not encourage that okay it it's a little uh you would say what the guy is talking about that that's the first thing that's coming to my mind uh and the point here is yeah that why we really want customers

to get 100% support and that's possible from a local partner interes even though we are here in India locally but we settle encourage through our prestigious existing and upcoming Partners in India interes we do not stress so much of who's going to take what I don't want to go into the competitive line but I think we are the only ones not only in India but maybe everywhere who are given more than half of our Revenue share to the cl to the partners interesting and the only Reason for that is you have you are supposed to

serve this client and uh the point here is I think you'll be double surprised now we give the clients to the partners when we make the part we're not assigning only the sales targets most of the time we give give the ready leads clients who have registered on bitrix and we say to the partner it's your food on your plate now given by us it's not a charity it's not a big favor we want you to be with this client for the whole Lifetime and bitrix is there to support 360 interesting and why are you

doing that uh yes why we do that because the whole stuff I was talking about for last 5 to 10 minutes customer support is customer retention we want the customer to be with bitrix down the line and that's possible only when we understand customer locally when we understand the needs when we give him a local support in terms of his Uh unrolling the product deployment wise uh customization wise integration wise uh like we collaborated with my operator.com yeah prestigious brand you the owner of thank you why we do that we have the plugins we have

the connectors we have a great Marketplace and we could say people okay we could tell you as well okay you see our Marketplace that's it but why are we talking about India pan India strategy together because telepon is important From 50 to 70 or 80% of clients who use CRM because we know how the CRM itself started and if they are into telepon they are into my operator they should have everything possibly under one group and here we come again to that question of user interface disruption minimized as minimized as possible connect call incoming outgoing

flows data sets value fields of the every call attributions edit to every Call and vice versa my operator.com CR through your partners through your newsletters guys I use crn XYZ why why betrix data security sharing of data migration of data number one number two support department for example almost one obviously so that's that's very important that's that that should answer your question that why for [Music] employees interface roll Department full Min disruption for something positive y yep but often do you get asked this question that what is the ROI of a CRM it's a good

thing what's the ROI of the CRM Roi has two sides of the coin in my opinion one is the money money of course how much we spend how much we get and of Course that comes with the leads when you when you work on the lead Leeds you try to convert them and you get an Roi that's the one side of the story for me Roi is not how much money I made this month for me the ROI is how many people I reached okay they are not my clients they don't bother to take my

calls if my team is calling them but they somehow interacted with my brand on Google YouTube ad campaign Whatsoever yeah sales one way other way integrate 10,000 percent emailing WhatsApp yeah yeah that's why in the of the our talk I I did talk about what kind of CRM you should bring that should have that Integrations availability now or later and that should have that 360 Vision yeah 90% or whatsoever is the percentage Let's talk about India how many crms have the mobile app and if they what the number I'm not sure into the number but

is it high is it low a low low and the mobile app settled then you have it now is it really workable employes notification if they are outside working from home or in travel or on they are in the street and uh you are sending them a notification about calendar about meetings about notification of a task That's going on that should not have that glitch in the mobile app right 10,000 example leads percent email percentage Tel teleph calls P percentage on your LinkedIn page on your newsletters or your your events what you did you went

to certain event what you talk about passive communication example 10,000 [Music] Subscribers yeah AB word brain CRM is the brain y now you have everything about marketing Absolut leads data and results you're going to get out or you wish to have from this kind of platform y totally you know one of the book which I uh cherish for lot of time uh when I learned about sales was predictable Revenue I was so fond of this idea of building a system which can predict my revenue or you know we are able to build a uh system

where we know Where we heading you know Etc and uh one of the key element of this predictable revenue for us you know last many years we have a sales process customer service process became a CRM so what really happened with use of CRM now eventually we start learning the the nuances or signals of the game of the business even lead management even customer service management Etc and I can in any month by 15th Max tell you what is the revenue going to be this Month even before the month ended now this acted like a

super tool for us because and then you are always able to tell your team to act accordingly so for example some month we are going on a South we'll immediately ask marketing team to push a bit we'll immediately ask the sales team to get more cognizant about it because we know where we heading this helps us in correcting the measures or correcting the course much before it actually Happens and with that now if you see our typical month-on-month growth or typical you know month-on-month prediction it probably would be the production would be plusus 10% not

more than that we exactly know where we heading and it's very consistent year now CRM became one of the very key tool I do not know what people are you know you you spoke about various good processes you know uh customer engagement Etc but as a business owner myself I can tell you This predictability is way more powerful that we can imagine the another side of it which I see with my team is their own prediction analysis you know a lot of time as a salesperson people think that yeah I know how to convert and

I'll close this thing but eventually when you start reading your own patterns on the data that you entered into the CRM 2 months 3 months trust me you'll be much better sales person because you have your own Trend analysis going on you Know what kind of lead converts what kind of lead do not convert what kind of lead or eventually how much I'm able to generate when I'm engaging them time to time now something that we saw with our customer base there's always a smaller percentage which converts right there but then there is a big

percentage which will convert probably a year two year three year down the line and when we started really using the CRM as a brain as you're saying that you know let's Keep it as a engagement to keep building on it keep engaging customer he came today he asked for something he did not buy it he came again probably because we engaging after a year he asked some more question did not buy it but he'll convert in three year but at least right now when we look at our 40% sales convert on people who did not

inquire for the first time today who inquired sometime in past and because we were engaging them they're coming back these Are the couple of reasons why I think you know why sales people are happy why we are happy why managers are happy all about the CRM process now a question further to you is how do you think AI is changing this game amazingly and it's mesmerizing concept here uh of course we need a lot to do with AI it's too early uh we have a co-pilot for example the feature we call in bitrix interesting so

co-pilot it it really uh makes your life easy it gives you a set of checklist Itself as soon as you start typing it makes your task as a supervisor you put a task on the bitrix and uh it gives you the selfmade template or suggestive template and uh it saves minimum of your 20 minutes because that you're going to do in Max one and a half minute oh interesting yeah so number one number two you were talking about the data 10% I'm not an evangelist here to support anyone but I want the best use of

my Experience what I have gained for last more than two decades at the end of the day we are humans yeah we carry emotions we carry work on our shoulders big rift organizations budgets strategy hirings of hirings Clash of expectation absolutely again I give an example we have powerbi by Microsoft we have we have our own bi in a betrix interesting so an amazing tool of excel sheets and all that documentation you get Calculated now itself possibili data set unconverted non-converted of expect employee car let's look at let's sit ourself let's sit together and place

our sales in the shoe of that particular employee experience yeah come Vision yeah lack of strategy One year fire sorrys that's because lot of sales people get afraid about AI you know a lot of Ms has been circula Market you know around major job K and you know uh sales people might lose job customer service people lose job but this is what you saying now is like is making them actually super sales person or making them super support person it's exactly going in a Different direction civilization history of civilization Cultural Revolution start we were Hunters

right yep sophisticated way of life up down the line paper pen then your press then the tyer and computer and computer sorry same is with AI for last more than a decade for the bus you are like Risk prone and you know How to get out of that you uh you shed off that fair that makes you the human same is with the tools the more you make them work the more you make them work they are going to help you there is no question of hidings and hirings we all of us we are managers

directors Founders we should always sit down and see at our personal and professional level besides what we see in the media everywhere what this particular tool has for me this technology has for me since We are talking about AI I gave you an example y that is the positive and beautiful side of the story absolutely and by the way when you go to bitrix please check that co-pilot absolutely I think it really saves I was once in a demo MH uh I don't go to demos because we don't sell direct as I said but sometimes

our partners they request for any of the good reasons that okay why not if you are going with uh if you are you going To have a talk with the founder of a company or anyone from a big company they want to have someone from betrix and uh that's how it happens so once I was with the demo it was I think the company was from Maharashtra by okay and uh my partner was amazing at the demo because he works since decades with bitrix by the way we are in India before our office opening interesting

so our partners are working for more than a decade so you have been present anyway For a decade now of course and now you're officially launching your officeally we launched last year it's now literally uh calendar wise you could say now we are going to approach the second year very soon but our partners have been there for more than decade so this partner was there and he gave a good demo nice but suddenly it came to my mind that we should share short video of uh that was exactly about 72 or 75 seconds okay so

the whole talk the guys Were talking for last one hour or maybe 50 minutes mhm the Potter tried his best to give it to the client and he did so but still before wrapping of that meeting we gave that video we passed that online and believe me anit it was amazing why the client got the graphical representation right how co-pilot is going to save your life up up exactly 50 to 150 seconds 50 to 150 seconds I think it's more than that Because you know one of the biggest challenge in implementing those aspect is to

think and plan about it it takes so much time for somebody who's doing for the first time it takes so much time and effort to plan and structure that if you're able to do this in like minutes probably that's more than I think it's it's saving for that's the positive side of AI right so it's not about hirings and firings it's about really making your life amazing me okay I am the Supervisor of a department for instance I have to create a task I don't have time I in travel I'm in meetings I cannot afford

to sit and write lines checklist then correct the grammar then everything about that line what content has to go I have to take use of this tool right see this is so important from Indian perspective now because as an Indian we the English is not the first language that we learn and often are not the best In it often are just because we not best in it often are you know probably looked upon looked down upon because we have grammatical errors we have you know uh different choice of words Etc and when there's a tool

which is actually doing that on our part this is going to put us in so much different space altogether we'll have to not really worry about worried about our grammar but practically focusing on the sales skills actually which ideally is sales person Should do conversational use of language oh yeah absolutely so it's like conversational and Commercial side because language is a trade you talk to me I talk to you by the way we touched a very good topic about India about English there's a huge phobia you have to be good in English why it's a

language yeah it's a language man it's not your it's not going to decide your cognitive or intellectual level yeah that doesn't come from the language yeah Sorry the tools like AI as you said you are getting your whole paragraph of 200 words done in 5 seconds that's it that use of language is getting mitigated by the tool absolutely so yeah that's very important and you know one aspect I would like to cover um you know for for most of the businesses you know I I have been coming across and people think business owners think that

crms are a tool for bigger businesses larger businesses we are a small business why Do we need a CRM is a question which I probably come across more often than you can imagine what is the stage at which a business should Implement a CRM in the first place according to you CRM is for one person and I I mean it for the start urgent need it I won't say get this company or that company we are not here for that despite of the reason we are ambassadors of Our Brands proudly CRM Excel sheets Microsoft Words

emails mes [Music] man number one number two interesting it's also create discipline in the very start I think which is very important it has given a real discipline to people as we touch that human resource part of managers yeah and we touch the data part in our conversation M obviously we are talking about a Product and platform so we are obviously indirectly touching the tech part yeah CRM is the brain that what what do what did I mean by that so the brain that gives you the logical uh logical signals right rational signals that you

have to be in this direction so CRM has to be used that way I'll give you one example uh we have a task management tool and it's a data D fact what I'm saying now okay that in India we have a good response from people who are from Smaller companies and they need it for task management just the task management interesting and another big thing which is going to help me a lot by the way today sales wise bitrix has free trial okay it's with no catch and how long is this trial for Lifetime oh

that's amazing that's amazing for besides selling my bitrix here what I want to say a good percentage of our clients are on free plan so let's not call it free Trial let's call it a free plan they are on free plan since months interesting and they don't bother to upgrade because we are not limiting their restrictions and why they are on free plan that's the question we have the task management you can write to your employees on the corporate portal and that's how their needs get met because they have smaller companies so we are serving

that smaller part of Strat of society of the companies and uh they don't need really They don't need to upgrade but yeah if any of them is listening to me either using my bitrix or any other CRM they have to know the whole product even they though they don't need it they have to see the Integrations so as the owners or responsible ambassadors of their company if they are the directors they should set a vision kind of homework for next three years or five years what we are going to do as a company obviously they

could be from any Industry and given that industry the challenges in that industry how they going to manage it interesting and what out of that is going to come from CR I could give you an example here because it's a coincidental side talk uh in Dubai for example okay every third real estate company uses betrix interesting it's a data driven fact once again number two so okay coming back to the point here developer Brokers m Use cases YouTube and maybe we can share to the audience later with the form of links nice use cases how

it was solved for them Brokers got into something where they could communicate because their data is super private super sensitive how to keep that very private not on the WhatsApp and other messenger channels yeah and if that's on the WhatsApp that has to be the business WhatsApp connected with that CRM so if the guy is Getting out or getting out of the work that data has to be there so these kind of things and in that kind of uh domain industry domain you could have any any number of employees from 1 to 10 or one

to one one one to 10,000 absolutely and Manufacturing um since we're talking here why don't we talk about government as well okay bitrix has government good number of governmental clients in India and El love to know about that aspect as well And governmental so here we are not talking about the head counts in the government we are talking about uh Implement implications of the data implications of any deployment and uh that's where bitrix has an amazing thing that we have very good partners who have all the services and who give uh good kind of Integrations

possible interesting one of our partners In South India uh has given a solution to the government woman help Lin sell okay so in that state of particular state of India that comes in the South M uh emergency calling for women when they are not in a good situation due to any of the reasons on streets or elsewhere they could call a certain number yeah and uh they get the help and at the back end we have bitrix also there as the part of the solution interesting telepon Is also there as the part of the solution

interesting so what I mean to say here I don't mean to score here using the governmental use cases I mean to say technology is of course it defines the Manpower it defines the sensitivity of the business use case and it also defines uh its uh efficacy as well how good it has to be so if one man company or two men company started a company they have the CRM they Have to have the vision for next five years what use I am going to get fulfilled using this particular CRM any company is dependent on outbound

calls inbound calls so telepone again they my operator.com any company nowadays is dependent on messenger Cass like you guys have from WhatsApp yeah you are like Tech partners of WhatsApp as well right for meta and um CRM task management project management HR tools okay your company is Two man three men four men but you know it's going to grow right yeah it's going to grow it's not going to be this so you have to have that that Vision that this CRM does it have the mobile app is that mobile app working well because you're one

person cannot be with you all the time you are a startup you're going out you have to have that calendar access you have to have the task management access you have to have the first of first of all your your mobile app has to Work outside so that is why getting a good CRM is very important and if that CRM comes for free again I'm making the selling scores here m m not with the uh like hidden charges or hidden tags or limitations or restrictions surprises if that's like bitrix why not wow that's interesting go

and use it for Lifetime yep yep you know one of the thing that happened to us when we started using uh CRM very early on and probably we started using the moment we had first Salesperson and uh uh it it paid in a very good sense because you were able to create a culture right on the day one often you know we as a business owners talk about cultures and you know change management Etc the later do you do it the more the change management that you'll have to drive through the more you know shift

you will have to drive through if you start from one even though you might feel like it's unnecessary which is not but you are Able to set the culture or you able to take the right foot right there you're able to define the steps right there and as as you scale it naturally become part of the culture because the next sales person joining in or the next another person joining it will always see oh there's a system getting used also will have to follow but if you someday say for example you become like 10 people

company and then you realize oh I need a CRM now oh everybody going to hate it And hence it's become more and more important for businesses to start using it in the day one it it's create a sense of discipline you'll feel very good about it implementing a CRM because when you see data across you see numbers even whatever small or big it is you get a sense of discipline in the day one you have all the records of customer the very first customer even that's create a very you know beautiful culture and a base

for company to grow and hence I Often advise you know people to actually adopt CRM in first place and in a lot of my earlier podcast when know people have asked me what kind of Technology every business should use it and you know you you see it it's available publicly I've always said CRM howsoever people are already using it I see it's still the software which businesses really really need to implement thoroughly in the business because the outcome of a CRM is much wider than any other thing that we See across perfectly said it's fully

you like you are so suin on it I I have two interesting stories to share please allow me because it's a good platform by the way one from Kashmir when I was in Kashmir having having not the CRM having not the data driven decisions having not the data driven supervision M I used to work in one Telecom company and the I got a big rift with my Supervisor and the main reason for that was the communication interesting and the guy told me on the phone and in friend of HR at one point of time that

you were offline mhm you were not taking my calls mhm but I was in in an idea where there was no network work okay so he made a decision mhm okay whatever was the back end of that but here the data spoke right now take the example of CRM nowadays now we we are talking here After two decades from that incident you can't say that as the supervisor right whatever is your motive you may be a good supervisor you really are talking about the data but maybe you are avenging something what most of the managers

do and maybe sorry to say but in Asia because we have that hierarchal going decoring that archetypal myth which has to get mitigated by the way and technology and tools help help a lot So if it was there two decades back when I was in Kashmir and that particular guy I hope he's listening to me sometime in like through this podcast that man okay you had to avenge something but if we had a CRM that time time you would have seen right you made calls it was not connected there was no recording going on because

bitrix or any other CRM if you have the telephony connected you get the calls incoming outgoing value fields are set recordings Are set so everything is there you can't lie to a platform and number two uh it also develops an emotive connection that's very important very very important a tool after all has to be your arms m and legs it it's not just a tool that's very important to understand uh in one of my companies in Moscow by the way we used to work and I was heading the department of managers account managers I had

more than maybe 13 to 17 managers okay and they were Taken care of more than 50 countries and uh different nationalities different cultures different mindset and some of them were working from distance from their countries and uh coincident my director gave me bitrix it's an interesting talk I never live that time I'm going to be the ambassador of bitrix in so intrigued to hear that tell me about it yeah definitely by the way um our owner his name is Sergey uh when I met him for the first time we had a kind of interview and

I told him this point that I love the product that's why I'm going to come in emotional appeal has to be there in life in relationship or in the work whatever you do it has to appeal you so bitri that time helped me a lot I used to track the people their attendance their logins and logouts and breaks during the day and most importantly the metrics kpi metrics the Funneling supervision of funneling what they were doing with the leads or with the clients the whole clientele was getting address to that is very important so this

touched the cord that's why I gave you an example so obviously there are hundreds and thousands and millions of managers like me as I was that time and they are going to use this platform their Executives who are repering to them they are going to use the platform whatever platform You use of course I would love if you use bitrix that too for free but whatever platform you use it has has that emotional appeal and bitrix by the way has a very good interface that makes the first cord of that emotional strucking and you definitely

going to love it I have personally used couple of CRM when I was working as the manager or senior manager or mid manager I have used a couple of crms honestly speaking by all my faith I love bitrix and I I Gave you a real example interesting so that is very important important so your your one of your first questions in this podcast was about the interface why should an employee go for that so having that rich interface or friendly interface that should help you yeah totally because at then we have to make life easier

for them and notating some our team is everything for us our team is everything for us whosoever we are whatever industry we I'm sitting with you here in the capital of India my team is somewhere else right I trust them fully yeah yeah and the tool is there and the tool is there see for a lot of business owners the data out of CRM is the ultimate truth you know at the end we might later on check with financials how much how much money hit into the bank or you know how much is there how

many conversion but the first thing that even I do on a probably daily basis is we check our crms what is Happening you know uh how is it moving what is the speed velocity and you know lead flow all of things probably that's like the first source of Truth for a lot of us and one of the point that you have mentioned uh throughout though I agree to it the managers are the backbone of it but I would still want your thought on it why have you been seeing this and what is what is your

perspective behind this statement that managers are the backbone of It because uh you you entrust them with the tool you are going to see the homepage with all the graphics m M your sales is going like this your marketing is going like this but who are the people who are making it that's very important we have that in in the trading the daily trading we have that pip kind of term we use right every ab and flow of that trading daily trading in the stock market that we call PIP if I'm using the correct Term

so they are the people who create that pip they make you show and see that they dat M and uh it's very important a manager has to be in synchronization with the supervisor emotionally and professionally as well interesting because he is your ambassador of your vision your strategy down the line and he has to decide your fate if he's going to the market emphatically or non- Emphatically that's going to diso the fate of your company that's very important and using the tools like CRM you have everything now in front of your eyes so you could

see who is there who is not there I always I think we have Mr Nar morti from India yeah I if I'm gotting correct I heard him one saying data is the blood of a company yeah and I truly believe in this data is the blood of company and that data means what the data means data Does not mean what you get by itself data means what data you get how you work on it how you utilize it how you harness it to your vision and 80% of that is in the hands of managers and

they have to be in the synchronization sure and by the way since we're talking about employees here hrms tools are now becoming part of the crms in the market and we recently have collaborated with great HR in India oh interesting I believe they Are I think most probably they are number one in hrms Solutions okay they were the ones who were giving it to Zoho before Zoho got its own Zoho people I think yeah yeah and we have collaborated with them we have HR tools we have like task management metrics as I was given an

example when I was using betrix myself uh one decade back but they have the payroll management kind of the features what we don't have and besides the product fit we believe In collaborations and business comes from collaboration it may touch our point we are not Indian fully we are here just in the second or first year and any non-indian company becom an Indian come into Indian market they should think about collaborations as well besides throwing money everywhere they have good investors yeah I believe in collaborations that that fits completes Your product and that gives you

an amazing exposure to the market what otherwise would take you months maybe years and uh by the way since we're talking about this we should talk about sometimes it's good to deviate from the topic yeah you see most of the companies going in the foreign markets most of them fail why they have good Investments they have good money I have a lot of stories I have a lot of use cases examples where People had like very good professionals uh very famous in the local market they failed they failed miserably in the foreign because they could

not get that Lo what we call in the English Lo l a l got it that they they do not get that loc Paradigm they do not adjust themselves with that they think money marketing and sales is everything but they do not understand the niche underlying current of that particular market and they end up burning cash a Lot they fail miserably so that's why if we are like let's talk about India since we are in India collaborations understanding your product understanding your collaborator like greatr my operator.com in our case we have collaborated it matters a

lot it gives you an exposure it gives you exposure to the partners partners it gives you exposure to the partners clients and vice versa and you guys always sit down Synchronize synergize and you know where you are heading to so two visions are at place two visions are at work here that is collaboration is one of the healthiest things one could have absolutely and at the end because you know we both are focused towards helping you know businesses that's what the ultimate objective is it's you know why to fight you know why not join hands

and do it together because at then we probably are solving uh similar but Different perspective about a business you know at the end it's the end objective is same you know and uh that's where I think collaboration become more important and I think it become even more important for business owners because now they are able to get one place everything they're able to manage and you said you know having Integrations you know you have all the call Recs on the same page you have all customer engagement on the same page That become much much powerful

for the business something you know which I've always felt uh about businesses especially implementing tools that the moment you have a uh not just a tool but a ecosystem of it which means you know couple of Integrations and uh you know couple of functions that is getting solved deeper it get into the business and deeper it's to avoid it than further which I mean is what I mean is uh you know once you have a say CTI and you Know CRM integration the business will find it super smooth journey and eventually it'll be less effort

getting it implemented it'll be much easier business to see everything at one place in the in the in the go but let me pick your brain on something that you said you know you talked about so you have a vast years of experience outside India you have looked the India as a as a global leader and now you're coming back to India with bitrix how do India as a Market look for somebody who's leading a CRM who is a leading CRM who's leading a CR I mean you are leading bitrix so how do you look

at India market though apart from you being an Indian you know how do you how do you really see this India market it's a challenging Market but beautifully challenging a person learns a lot here okay it's not a surprise for me because I come from India in actual for anyone who's coming to India for the first time and is leaving here for last Couple of month months or years and is not an Indian as well some good takeaways from our beautiful podcast I hope it's going to be beautiful by the way India is diverse all

of us know that Multicultural colorful so obviously there are going to be pros and cons uh we should never sit down and do the calculations how many pros and how many cons number one number two uh we have to have a local support but very sensitive and precautious ious ly taken because That's very important as well when you enter into the market and do you see anyone is going to help you if you're coming with the dollars right and uh there you have to take a very cautious call that person has to have good use

cases besides the beautiful talk has to have good undertaking of projects or any kind of good use case in his uh portfolio as the company or as the person and India is challenging but uh if you once adopt Yourself in India the good side of India is that it really makes you a real Indian in that sense you feel at home I'm not saying this for myself because I have come from India originally I know a lot of people and I know the country itself uh okay we may have our pros and cons we may

be like most of the time is we we we may be talking beautiful but doing in the real sense uh interesting at the end of the Dayes in soft sense greed yeah okay we are not here for politics obviously but absolutely exposure or a lot of things are happening yeah a lot of things are happening which are good for non- Indians M and Indian market is so so amazingly open for that and you see different RDS deals happening for tangible products different Tech wise cor corporations are happening Corporations are there in place and big Tech

corporations are coming into the place yeah and uh it's a huge game so I think I would honestly call it from my little experience it's golden age in that sense absolutely we feel same any one doing business in India and I am proud to say it uh coming from the place it really uh gives a lot of things and I sometimes I have I could peep in into the policies directly or indirectly government sets As well and uh how they also try to make it happen yeah and companies are getting a lot of privileges nowadays

and okay let's talk about politics politically we are much more mature now in terms of opening the doors letting people come and and most importantly sending out the message clear and that's good and alignments are there yeah if there are battles going on Skirmish of battles of Wars are there at place in different parts of the world but when You come to India it looks like India is set with everybody yeah that's the good part of the story so we have to take use of it as the owners investors Founders or entrepreneurs with a vision

that's very important interesting that's a very interesting perspective now ra you know let's start with a rapid fire round I'll be asking questions and you know short answers fasters and then you know we'll be moving to next question I C for that okay so re my first question What are the top three mistakes people or business owners make while implementing a CRM I think skillability Integrations and customizations have to be in mind if you don't need now you need it later you have to think about that these are the three important things of CRM what

they should think product wise interesting yes what should business owner have in mind when they're looking for a CRM they should have in mind nowadays as we talk about it 360 Not just CRM customer relationship management and all that they have to have the data productivity out of that data decisions B based on that data and the customer support given that is the actual purpose of CRM later they have to have this Vision be owner CRM lat let's call it CRM though I don't price versus value what should one prioritize when they are choosing for

a CRM for India both to be honest because Most of our guys are they are the founders but they are the startups and uh India is sensitive pricewise why you should not when you have all the options available at your desk why not fall for the discounting of negotiations of course you have you will and that's in our culture by the way to area so a product has to be price sensitive as well but 99% Unfortunately totally comparative analysis m as we can't stop that that's there for centuries a comparative analysis please please do that

important rapid fire I'm sorry I'm taking much time I think the main message has to go out yeah comp otherwise you're going to lose everything so uh Tagline h y y compability integration customizations h comparative analysis feature wise pricewise what is the top reason businesses fail to implement CRM correctly inside most of M we not here just for sales Clear 10 seconds absolutely that's the point is CRM an assistant for salese or is it a monitoring tool for salese it's both mhm it's guide It's friend we give an example of AI it helps you a

lot we gave the forecasting example it's a guide so it's friend as well as guide we have to take use what's the biggest mistake salese make in understanding the CRM they take it as the conventional Excel sheet kind of stuff we have been given a Databased dog where we have to fill the fields rows and columns and see the total of that M it's not that it's your friend it's your assistant it's your forecasting mentor and guide because there is AI there are other tools uh okay since you're talking about the sales let's say you

have a daily sales team they are using your Solution by the way my operator.com they making the random calls they making non-random calls as well they know they Are talking to anit or R for example but they know anit and r only as the buyer of a particular product with particular ticket SI they do not know why anit is using it what appeals to anit how long he's using it they know it but how long he's going to use it they have no idea why because they are not having that personalized touch interesting and they

want it they don't want it that's not the question if CRM Buy choice or by force they get the data of anit now and they see your behavior as well customer Behavior if they have the aid of AI even though that's in the early stage they know anit as the buyer as well as the human as well as the consumer so they know you through and through so next time they going to make you a call that has to be a personalized call M and this thin line of differentiation Has to be there and I

don't think they're not going to love it if they look at that with that perspective interesting any insight on how fast India's CRM Market is growing I can't give you a ratio or percentile of growth obviously the first of all the people who are the customer Centric uh customer support like telephony customer support customer care uh they have the crms they have been using it and they need it now you see it's Everywhere you are any company you don't need it just for calls or just for funneling you need it for task management you are

put in a task and your team has to work there whatever industry you are so India is growing rapidly and uh I think it's the best time yeah for any CRM again I don't want to go into those names business management tool like company yeah to be in the market sure I'll give you a number the whole Business management space is growing by 18% uh and continue to grow for next 5 years that's a uh very amazing number Cons considering how large already the market is and uh I think this is with this rate we

probably will be doubling up very soon I would uh as I said I don't I can't I don't like to give the numbers on predictive analysis basis but I would definitely say it's more than 18 because maybe you have taken the figure when we talk about CRM but for me it's a business management tool every company needs it there is task management hrms accounting CRM so every sort of company needs this kind of platform and this 18% is minimum friendly term yeah I would definitely say that it's going more than that interesting and you know

under utilizing such tools often a bigger problem with businesses what is the main reason you think businesses are not able To adequately utilize systems uh rather than talking for long since it's a rapid fire I would definitely request the business owners to force or motivate their people using the CRM to have monthly meeting at the least with the vendor because there are new releases there are new features and there are features what you are not using but they are there and a webinar if not offline is always a Possibility please go for that because 90%

is what you don't know whatever service you take whosoever is your vendor for any of the solutions since we are talking about CRM I perfectly believe more than 60% is always behind the curtains what reports do see on a day-to-day basis on his own CRM or business tool I see both sides of the coin as I said the real data what gives you the money and that data when I gave an example of 10,000 because that's super important for me as the owner or driver of the entity that's very important we have to take care

of both sides how many businesses are using bitrix in India and globally oh it's a good question in India we have more than uh 10,000 businesses oh 10,000 and most of them are using Us free oh interesting we not blocking them mhm we are not stopping them you see we are very philanthropic here so it's a fact by the way and uh we As I said we are in more than one2 countries we are into every domain and uh we have more than 17 million users around the globe and I believe that's a good number

what is one use case of or kind of use case which really make Ray happy about owning this space it's a broader term would you like to customize this term what do you exactly want me to talk about so you know some some usage that you see with customers and you really get happy about or people Are using CRM this way or people are implementing CRM in this industry or this part of it what really makes you happy seeing CRM getting used as a b there are a lot of features and again it depends on

the customer on that industry but I get really happy when I get a random call or email or message on LinkedIn or elsewhere that we have been using this feature and we like it or we want to upgrade or downgrade because of our Employee size are we going to retain this feature or not and it's maybe time tracking task management any kind of feature there are a lot but when a certain feature is used by a company for C future they are with us it makes me real happy that our product is cattering to this

particular need for a certain future I think I gave you an example before this podcast as well let Let It Go on air I recently last week I upgraded a client though we are not into Direct sales but since I was approached I got him upgraded for free for a certain feature M which he had lost in our L upgrade policy due to his uh maybe uh they could not they were not alert that time they had an chance to free upgrade but they missed that so now it was not possible as per the policies

because we had given 60 days to go for free upgrade they lost they missed that somehow but what makes me happy that they came to me for that Certain feature they want to be with us and of course they would go to anyone else if they if they don't get it but they want to connect with us they want to listen and they want to make us here as well that they are with us for a certain feature and they want it and we happily gave away that that upgrade that that makes me real happy

now for the next question you'll probably have to disclose some business secret okay but this is you said you already have 10,000 Customers in India what's the goal for next one year I would say we have more than 10,000 but I'm trying to be more specific the who are using the portal and most of them are free if I go the real data it's definitely going to be more than 10,000 our mission is obviously to manifold it as many times as possible but uh it's my personal Vision that obviously correlates with my company Vision as

well well with my Owners Founders Vision as well at the global level with my management as well but it touchs my heart if I want in my my real life as well if I am selling someone anything he should really use it and it should help him and there has to be an emotive connection so I would prefer the customer support besides talking about 2x 3x 4X 5x that has to be there all of us work for money we have to get that but I would love if I have a certain set of clients they

should know Me fully as bitrix they should know why we they are using it they should be always op to give their feedback and besides fighting for the prices in India which we have slashed by the way anit I forgot maybe I'm stupid enough today in India we have the prices that are less than half than other countries oh why we haven't talked about this earlier yeah sometimes we this right tell me about it it was a decision based on maybe a cultural Geographical and of course user based experience from India price sensitive market yet

you have lot of millions of users possible here so it was a decision based on that and uh we also wanted to try it's not a freebie we slash the prices that's it and uh if anyone goes and Compares with features not without features because you would get a lot of CRM companies in the market who are nothing but just a web script or Plugin actually so a real CRM with mobile app with all the Integrations customizations uh with use account by the way we have plans by users interesting you see most of the crms

are not giving you that they they make you pay user wise y we make you pay planwise so if you take my first plan you're going to have 50 users then 100 then 150 like that interesting so that means you are paying for a plan not for user and that to no hidden charges when you go to Any other competitor you would see per user and when you build that amount your build monthly amount is so high and I would comfortably say VR 3x cheaper than anyone else in India oh wow wow and I think

you know the price localization is really good idea apart from what you said you know not putting price per per user I think that also makes sense you know even our own learning working with Indian s and we have both you know interestingly for uh contact center we Have per user because that's where we see the value of per user but for small businesses or you know business are not using as a contact center we have what we say bundled pricing you know so every package has bundled number of users Etc and we realize when

you charge per user it become lot difficult for businesses to really understand and adopt it that way and lot expensive as well uh but if you're able to price it right I think you know you are able to crack most of The India and localization is another part of it you know just talking in that perspective as well I probably talk to every software company that I probably want to get implemented in my company and ask about a price localization for sure even if they are selling directly in India or not I'll always make sure

I'll talk to them and say what is the localized price in India you know often I say this in another way that more than sensitivity it's about you know the Parity the price parity that we have in India and because you know uh if we compare from the you know maybe you know different there different metrics for Price parity and we often sees it's like 3x typically from the US counterpart you know uh so my always ask is say you know anything in us going to be 3x expensive so why why we not get software

which is 3x cheaper it's not bad to do that in India because you know you have to price something as per your customer and when Customers are probably asking for a price which is relevant for India it's always a good idea to crack the market with having a localized price for India that way at least you will be able to build in India and as India is growing you know you eventually would be able to build a base and then grow it in you know with time but if you think you know uh you want

to have a a US kind of price in India day one it become a lot tougher for even the businesses or the business Owners on the other side you know because they want something which is Affordable for them which I think you're doing a very right job there yeah since you you gave um glams into this so we are not in the rapid fire here let me let me get back to this again very important Point here very very important uh we are cheaper that's good for smaller companies yet we are the best product and

that's true go for the comparative analysis please please it's My request anyone who is listening to us or watching our video go for the comparative analysis we are the best one but I have a very good message here I think uh it's very important to say we have a great set of Partners in India and who are selling to bigger companies and uh since we are cheaper deliberately for India but they are giving them the whole solution telepon Cass accounting CRM hrms Integrations then it's inhouse not Cloud we are Inhouse as well we are not

just Cloud interesting yeah very important point so the licenses part becomes not more than 50% sure and uh at times I hear this from my partners that client is getting now kind of alert or apprehensive that how could you charge me 50% license and 50% service it's too high uh I want to say it and make it clear and help my partners through this video and for those companies uh please understand you Are getting it on a slashed price so we are doing you a favor now if you're saying that license fee is 50% please

understand we have slashed prices if you want us to increase the prices that's not good for smaller companies that's that's what we should think about because we have to touch CSR at the some point of time and uh please understand when your partner is giving you a full quation That is integration deployment customization and bitrix license and please try and understand you are not going to get that cheaper from anywhere so don't go into that comparative analysis of license and service because license itself has been slashed more than half that's very important point I wanted

to make through this video sure no absolutely uh that's interesting to hear uh what else uh anything you you think we missed and we should touch upon Now I think we missed one point we are all humans uh we are here for business but at the end of the day we have to think about CSR if you say commercially CSR we have the free lifetime license if you say without business I think we as the owners or Founders or even the directors of a company M should always think about giving back to society in one

form or the other like you told me you made a Wonderful app yeah that is going to create uh I was a little surprised when I when I posed you the questions about PBX how you guys manage it call flows and all that you said no it's all in an app everything is cloud yeah besides getting the good money there or expanding in the market you are consciously or unconsciously touching the CSR so we are I want to make it clear when we hear the videos or interviews of people from Tech we always Think it's

tech tech it's too manual too mechanical but I want to make it loud and clear that we the people from Tech whatsoever solution we are given to people whatever our industry is but we are in Tech we are really helping the humanity yeah absolutely that's what I want to make it clear absolutely I hope lot of people will watch it and they will understand that we are the real uh saviors of society at this 2024 Absolutely absolutely and one feature of a product or one Tech feature in any product or application nowadays change the lives

one important example I was in Bangladesh okay I forgot my phone in the car I was coming back from airport I simply forgot and I was in a hurry I had to get back to apartment with my lot of my luggage and all that and the driver driver was too kind he simply switched off my phone so I had no chance to get it right interesting yeah so that's it So what I did uh uh I went to the police station just to Lodge in a complaint and so that they could track my phone okay

being a foreigner they maybe treated me well it wasn't darker the name of place is Gan okay Gan 2 mhm so uh they were kind in enough they took my report and request and they made a long report out of that they said okay within two or 3 days we should hope to get it not guaranteed M okay and uh now after coming out from Police station there was almost almost 2 kilm difference to the customer care center of this Telecom company okay whose same card I was using because I the local SIM card M

and I went there uh I gave them the card my identity card they gave me the duplicate SIM card I get it into my phone M somehow I got someone's phone and um I could download the app okay which I had on the number and in the app I could see the last call because they were given Call history in the app so look at the feature what I was talking about how we save the society we help a small feature of making available the call history in your mobile app of your telephone operator I

could see the last call was to the driver because I had called him at airport when he was making the circles to find me to pick me up so due to that call that had got captured and the telephone company had that feature in the mobile app of having the call Record I called him M and he didn't know it's me right so I simply told him man it's me I know you have searched off I have lodged a complaint or maybe I I made the police officer to call him directly and the police officer

was really surprised you are the Foreigner man you just left my station and you are coming back and you coming with the solution I told him sir we are from Tech we sometimes brainstorm he is the phone number of the driver he said okay tell Me how you got it I told this feature this app this and he called and I got my mobile back oh that's that's one feat one feure look at whatsapp AB look at random messag yeah look at the e-commerce look at the groceries uh I don't know about Delhi but I

was in Bangalore I'm in Bangalore I see the groceries app they have this 8 minutes guaranteed delivery how is it possible interesting you and me know how is it possible Tech Wise people maybe say magic but that's what I want to say it's a very good message it's a very clear message we have to make it we always talk about money or features absolutely if you see you know today's I think time uh technology is one biggest enabler and uh you know uh we definitely people look at uh you know technology leaders as somebody making

you know tons of money just by writing codes but at the end it's about really innovating there Building new pieces of tool that is helping Society deep down there you know every set of apps communication layers or you know whatever we built it's like helping the society in LGE so much you know every spare of it the reason also businesses are getting changed is because technology is making everything change it's making everything simpler you spoke about 8 Minute delivery and there there are hundreds of things that's happening in India right now with Respect to technology

and uh I think it's you know as I see the market it's like a hbit for entrepreneurship you know people are you know I don't know you know about this there's a show called Shak Tang India which has actually created entrepreneurship as a household thing now uh when I became an entrepreneur the word entrepreneur wasn't that common now I think it's every every household talk about it in the I'm so glad that during The prime time when people were watching news or big boss or Etc now they watching Shark Tank this is like so much

you know change that is happening and technology is actually leading to one big part of it definitely I'll just add one thing more here it's not Ana to injury but I think it's very important whatever experience we have as humans you have your set of experience I have my that's good but very uh one has to be very careful here not to follow the Crowd of course entrepreneurship this this storm of startups it's absolutely fine it's great I am no way against it but uh one has to be very careful as well absolutely you have

to have a good product you have to have real solution not just follow the crowd and that's why we see most of the startups I only request one thing that whosoever is uh like going to start a startup have the startup Vision his big Focus has to be on the solution what his Product is going to give not the product itself the solution is very important if there is the solution he is going to survive with without Investments I think it's wonderful to have you here you know talking about all the all your you know

insights around crm's businesses how should business you know adopt these tools what is the importance of it and I think lot of myth that you have busted in the show about uh implementing such business process tools you know uh People definitely have been seeing CRM as just lead management tool but what you spoke about is amazing because you gave the whole perspective about how much bigger it is than just being a lead management system and just being a CRM as you said you know it's like the business brain and I I totally kind of you

know resonate to this because being a business owner myself I've been implementing this I've been seeing the impact of CRM in my own business and I Think it's so relevant for other business owners to see this entire talk you know coming right from the A's mouth because uh here's here's a person with us who's actually implementing this with thousands of businesses you understand how businesses are really getting impacted of how how business are really able to get juice out of it you know a important subject te efficiency and with this all let me Conclude this

show today thanks re thanks and you know thanks for having this time with us thanks for all the time that you given and all the Insight that you given to the audience today I appreciate your time I appreciate your anticipation and calling me invited me for this just couple of seconds if you allow me please we tried to be in English H because we C to the different needs different stars of society by Society I mean users and companies and We try our best to be here and bit's vision is in India to be uh

seen as the brand with respect uh we have one of the great brands in India Tau us oh I'm sorry if I'm naming it I should not when people talk about the guy or the people from that they look at them with respect because they have a legacy I want to build that I want to create that for India elsewhere as well since I I am in charge of India I believe that one has To be very clear honest supportive and give a wonderful product to the society and uh I would definitely uh want you

to before concluding this give us one single line or couple of words how my operator collaboration is going to really help our existing clients from your side our side and new clients because telepon is something not just telephony you guys have Cass as well if I'm right yeah small companies use are dependent on Cass yeah small Companies do need the communication that is their survival and big companies need Solutions all at one place yeah that's why we have collab at I would definitely like you to tell a couple of words about our collaboration how that's

going to help the people across the Spectrum absolutely see you know I've been building this business or helping business other businesses business owners for last many years what I realize uh is everybody want to have a Integrated View and experience into their system CRM at the end it's a as I said it's a oil Machinery probably but then there's a magnet attached to it which is communication uh I think both Falls so much complimentary in a sense and we have observed this with our businesses we are working that probably 70 to 80% businesses who are

using either CRM or a communication tool are having the other side of it as well and having an Integrated journey is so important for businesses is because you are able to see the entire picture at one place you are able to let your sales team uh uh you know enter a lot of data or probably have a much better or deeper picture about every client in communication happening you gave some of the example how you know a call or connected call or Miss call you know probably would have presented the data in a better sense

that we see every day Now with with our side of the story what we believe we are able to engage or let businesses use our platform to engage their customers further but where do we record at the end all of these has to be a CRM there has to be a place where where we are able to put our data and then there are lot of other data coming from the systems other systems where businesses are able to have one bigger view of the whole you know lead or maybe the whole contact in the first

place That's where I think our partnership going to be very important uh in Indian perspective because we together going to help businesses have this entire picture at one place have their entire integrated Journey from customer you know starting from inquiry to contact management to engagement Etc that's what we are trying to build at the end at the end you know we both are collaborating to serve the customers in a much better way it's a technology it's a two Different technology but trying to join hand to become one powerful of it that's what the intent is

perfect perfect coupling here I hope thank you once again for this wonderful time and thanks you Raj for making this me today I should really thank you as well