Paul Writer launches SAP Think Tank ,
Video interview series with Head of Sales highlighting best practices
Marzin R. Shroff
CEO- Direct Sales & Sr. VP- Marketing
On your organization’s approach from ‘selling to customer’ to ‘helping customers buy’…
Our organization has always helped customers buy; we have never actually sold to customers from our inception. So for the last 31 years we have been helping our customers to a happier, better and healthier life. If you look at our organizations vision it’s about providing a healthier, happier home to our customers. The category of products we are in actually help our customers to become happier, healthier and safer, the entire family needs the products. We are not in the business of hawking or pushing products, we have always been in the business of helping customers buy. Having said that if you look at the approach that we have our service back up/infrastructure so today it is not about selling our product for e.g., a water purifier the relationship with the customer does not end with the sale, it begins with the sale. After that we go to their homes and we service their products twice a year to make sure that we continuously keep on having customer satisfaction along the lifetime of the customer. Eureka Forbes enters a kitchen every one second, so by the time I finish my sentence we may have entered ten kitchens. We have as many sales people as we have service people and we provide customized solutions, so what you might see as a typical Aquaguard will be very different in West Bengal, Tamil Nadu or the North. What goes inside the product is completely customized, so the back end fits into a lot of the processes so when a customer trusts a name like Aquagaurd- he/she expects to get the best product in the world. Now what it has inside is not their problem that’s our problem, for this we need a back end system and make sure that our SAP engine does this, we map water across 13000 pin codes across India and once mapped out, we know exactly what problem there is in which part of the country then we customize our products accrodingly and then ship them out.
“The category of products we are in actually help our customers to become happier, healthier and safer, the entire family needs the products. We are not in the business of hawking or pushing products, we have always been in the business of helping customers buy.”