Customer centric growth: Tony Blamey

Growth Tails

Summary

This conversation explores the journey of Domain, the leading online property platform in Australia, and the sales growth from becoming a customer-centric organization. The discussion covers topics such as the importance of understanding customer needs, the implementation of Salesforce CRM, and the challenges faced in sales transformation. The conversation highlights the significance of data and analytics, the role of Salesforce as an enabler for customer-centricity, and the importance of building advocacy and partnerships. It also discusses the hurdles in achieving listings parity and shares a mistake made in implementing price estimates on listings. The conversation explores the importance of customer centricity and transaction speed in the real estate industry. It highlights the need for agents to have as much information as possible to manage the expectations of buyers and sellers and bring them together for faster transactions. Tony Blamey emphasizes the importance of executive level support and cross-functional collaboration in implementing customer management strategies. Additionally, he discusses the significance of capturing customer feedback through various channels and investing in data capabilities to add value for clients.

Takeaways

Understanding customer needs and being customer-centric are essential for sales success.

Data and analytics play a crucial role in providing insights and adding value to customers.

Salesforce CRM can enable customer-centricity and provide a single view of the customer.

Building advocacy and partnerships with customers are key to growth and success.