Tag: CRM

Singapore – Salesforce, a customer relationship management company, has pledged a five-year US$1b investment in Singapore, solidifying its commitment to the innovation of a significant growth market for the company. It is investing in the digital labour platform Agentforce for workforce development and customer success.

As Salesforce boosts Agentforce’s adoption, the company has collaborated with Singapore Airlines (SIA) to incorporate the platform into its customer case management system. The partnership allows the airline to deliver personalised services to its customers.

Additionally, SIA and Salesforce are planning to develop AI-powered solutions for airlines to benefit the entire industry. 

Supporting Singapore’s ‘National AI Strategy 2.0,’ the investment aims to address the challenges to Singapore’s labour force stemming from an ageing population and declining birth rates. Through the investment, Singapore enterprises can leverage Agentforce to build digital workforces and increase productivity.

Jermaine Loy, managing director of the Singapore Economic Development Board, said, “Singapore welcomes Salesforce’s investment, which will boost our ongoing efforts to build a vibrant hub for AI innovation and adoption across our economy. Salesforce’s initiatives in AI research and workforce development will strengthen our ecosystem by catalysing innovation for key industries and corporates based in Singapore.”

“We are in an incredible new era of digital labour where every business will be transformed by autonomous agents that augment the work of humans, revolutionizing productivity and enabling every company to scale without limits,” Marc Benioff, chair and CEO of Salesforce, said.

“Singapore is at the forefront of this shift, and as the world’s largest provider of digital labour through our Agentforce platform, Salesforce is thrilled to expand our work with the business community and our longtime partners in the region to drive innovation, productivity and growth,” Benioff added.

Agentforce, a Salesforce platform released in 2024, is designed to create autonomous artificial intelligence agents to boost companies’ efficiency.

Using Agentforce, SIA will streamline customer service operations, leveraging Salesforce’s ‘Data Cloud’ and generative AI within ‘Einstein’ for personalised interactions and faster response times.

Goh Choon Phong, CEO of Singapore Airlines, said, “As the world’s leading digital airline, Singapore Airlines is committed to investing in and leveraging the relevant technologies to enhance customer experiences, improve operational efficiencies, drive revenue generation, and boost employee productivity. The SIA Group has been an early adopter of Generative AI solutions, developing over 250 use cases over the last 18 months and implementing around 50 initiatives across our end-to-end operations.”

“Salesforce is a pioneer in agentic AI. Integrating Agentforce, Einstein in Service Cloud, and Data Cloud into SIA’s customer case management system enhances our ability to efficiently assist our customers, and marks the first step in our collaboration. Together, we will co-create AI solutions that drive meaningful and impactful change and set new standards for service excellence in the airline industry,” Phong added.

“The rise of digital labour, powered by autonomous AI agents, is not just reimagining the customer experience ‌ — ‌ it’s transforming business. We’re thrilled to partner with Singapore Airlines, a trailblazer in this AI revolution, to elevate their already outstanding customer service to unprecedented heights, augment their employees and collaborate on groundbreaking AI solutions for the airline industry. With our deeply unified digital labour platform, we’re bringing humans together with trusted, autonomous AI agents, unlocking new levels of productivity, innovation and growth,” Benioff commented.

At the heart of loyalty strategies are genuine connections with customers, formed by memorable experiences. These experiences are always behind an enhanced customer lifetime value. The focus is not merely on attracting new customers, but on nurturing existing relationships to bring sustainable growth.

Recognising this, Henry Christian, in his new role as head of loyalty & customer digital transformation at Metro Singapore, is prioritising customers and their experiences to foster loyalty.

In an exclusive interview with MARKETECH APAC, Henry shares his strategies to make Metro Singapore’s customers feel valued, building lasting and meaningful relationships. To meet their expectations, his goal is to nurture true loyalty built on trust and value, enhancing customer journey.

Prioritising customer experience

As a leader in loyalty and customer relationship management, Henry’s primary focus is on caring for customers and making them feel these efforts. Recognising the importance of each customer, Henry prioritises creating remarkable experiences for them.

“It’s not just about transactions—it’s about making every touchpoint special and meaningful,” he said.

As Metro Singapore aims to attract new customers, Henry says it is also focusing on its current loyal customers, who are “at the heart” of their business. To him, caring for customers to make them feel valued is the company’s utmost priority.

“While we embrace innovation and nurture future customers, we must also recognise and reward our existing customers’ loyalty,” he said.

Building the ‘The Loyalty Program’

Prior to his appointment at Metro Singapore, Henry has held leadership roles in various companies, including GoTo Group and NTUC Link. Having a rich experience in ensuring customer loyalty, he shares his key strategy: enabling teamwork.

“It’s never about me—or any single individual in the company. Customer loyalty is never won by one person alone. It’s the collective effort of every team member working together. The entire company must think of itself as The Loyalty Program,” Henry said.

As he steps into his new position at Metro Singapore, he plans to bring a culture of collaboration with him.

“What’s more powerful than any single strategy is a culture—a culture where everyone collaborates to delight our customers through outstanding service and exceptional products. That’s the environment I aim to cultivate at Metro,” he shared.

However, fostering loyalty is not always a smooth sailing journey, especially as ever-changing customer expectations necessitate more complex strategies.

Henry also sees challenges in budget and how the strong Singaporean dollar draws customers away from local retailers and into overseas shopping. Nonetheless, he also sees opportunities to act upon.

“While ‘Design, Quality, and Value are table stakes in our business, the way we engage customers must evolve. There’s a huge opportunity to collaborate with our brand partners and external stakeholders to co-create a sustainable ecosystem—one that benefits Metro, our partners, and most importantly, our customers,” he said.

Innovating approach to brand loyalty

At Metro Singapore, Henry’s approach to innovation in brand loyalty is simple: a return to basics. To strengthen Metro’s loyalty strategies, he explains the essence of first understanding what makes the brand attractive to customers. Knowing its strengths, these characteristics can be amplified.

“At the same time, we can’t wait for future customers to walk through our doors—we need to meet them where they are. It’s about engaging them in their spaces and bringing Metro to them, rather than waiting for them to find us,” he said.

When asked about his vision for the future of marketing in Singapore’s retail landscape, he said, “I don’t have a crystal ball. But one thing is clear—every marketing leader is talking about the same thing: the disruption and amplification of marketing through AI.”

“If harnessed correctly, technology will help us do what we’ve been saying is important for years—personalisation, data-driven marketing, timely engagement, and experiential marketing,” he added.

However, Henry highlights the importance of strategy, citing how a bad one cannot be salvaged by even the best of technologies. To him, mastery of the basics should always be at the foundation of a business.

“Metro is celebrating its 68th anniversary this year—and I want us to celebrate our 100th and beyond. Staying relevant for the next decades means building the right foundation today, one that will carry us into the future,” he concluded.

As his vision for Metro Singapore transcends mere transactional relationships, Henry champions an approach where technology and the fundamentals of service are balanced. Through his efforts with his team, the company is paving a future where brand loyalty becomes the foundation on which Metro Singapore can build and maintain its legacy.

Kuala Lumpur, Malaysia – Fariz Yusof, most recently the head of customer marketing at Lotus’s Stores Malaysia, has joined L’Oréal as its head of CRM for Malaysia and Singapore at L’Oréal Luxe MYSG. In an interview with MARKETECH APAC, Fariz stated that he is responsible for shaping and executing the brand’s data-driven digital marketing strategy for the two aforementioned markets.

“My role is at the intersection of data, technology, and customer experience, ensuring that we are connecting with consumers in the most relevant and impactful way possible across all digital touchpoints,” he said.

Understanding consumer behaviour through data and personalisation

Fariz also highlighted that in his role, they work closely with the brand teams to ensure that their digital strategies are fully integrated with L’Oréal’s overall marketing objectives, ensuring that their efforts align with business goals.

“Essentially, we aim to deeply understand our consumers – their needs, preferences, and behaviours – through data. This understanding informs everything we do, from personalized content creation and targeted advertising to optimised e-commerce experiences and engaging social media strategies,” he explained.

He spent over six years at Lotus’s Malaysia, where he led customer marketing efforts, focusing on loyalty, engagement, and personalisation. Prior to Lotus’s, Fariz held key roles at Lazada Group, including head of strategic brands (FMCG) and head of commercial Planning & PMO, where he leveraged business insights and analytical skills to drive growth.

For Fariz, his experiences at Lotus’s Stores and Lazada have provided him with a valuable perspective on the evolving retail landscape and the power of data-driven decision-making.

“My experiences at Lotus’s Stores and Lazada have provided me with a valuable perspective on the evolving retail landscape and the power of data-driven decision-making,” he explained.

Given this expertise, Fariz stated that he applies this past expertise at L’Oréal by prioritising customer-centricity, data-driven decision-making, and innovation. In his role, he ensures digital strategies provide value and foster consumer relationships while leveraging data to optimise marketing impact. 

Moreover, He promotes agility by encouraging experimentation with new technologies and emphasises collaboration across teams to align digital strategies with business goals. Additionally, he focuses on performance marketing, tracking, and optimising campaigns across multiple platforms.

“Ultimately, my goal is to leverage my past experiences to help L’Oréal MYSG build a strong digital presence, drive sales growth, and enhance customer loyalty,” he said.

What CRM trends lie ahead for 2025

Fariz highlighted several CRM trends for brands in Singapore and Malaysia in 2025, including data-powered strategies and personalised ones, which ultimately build up to personalised experiences for customers.

In terms of hyper-personalisation, he highlighted that consumers will expect even more personalised experiences, with brands using data to tailor every interaction to their individual needs and preferences.

Moreover, AI-powered CRM strategies are still very much needed, with him stating, “Artificial intelligence (AI) will play an increasingly important role in CRM, enabling brands to automate tasks, personalise interactions, and gain deeper insights into customer behaviour.”

Another point to consider is privacy-centric CRM, with Fariz stating that with growing concerns about data privacy, brands will need to adopt privacy-centric CRM strategies that prioritise transparency and respect for consumer data.

There is also a rising trend for personalised CRM trends, including experiential and omnichannel CRM, as well as launching loyalty programs.

“Brands will focus on creating memorable and engaging experiences that build emotional connections with customers and drive loyalty. [Moreover], consumers will expect a seamless experience across all channels, with brands providing consistent and personalised interactions regardless of how they choose to engage,” he said.

Fariz added, “Consumers will want to be rewarded for their patronage of brands and products they use, as well as for referrals.”

Lastly, he also mentioned that brands will enhance their CRM strategies by integrating social media for real-time engagement and community building while optimising mobile CRM to ensure seamless customer experiences on the go.

In response to these trends, Fariz stated that the brand is investing in data analytics and AI to enhance customer insights and personalisation while prioritising a privacy-first CRM strategy to build trust. Additionally, they are also focusing on creating engaging experiences and strengthening omnichannel capabilities for seamless customer interactions across all touchpoints.

Blending online and offline channels to elevate CX

When asked about how to successfully blend online and offline channels for enhanced customer experiences, Fariz stated that successfully blending offline and online experiences requires a strategic and, most importantly, a customer-centric approach.

“Brands must understand that customers don’t think in channels. They simply experience a brand, regardless of whether it’s online, in-store, or through a mobile app. This means removing siloed thinking is crucial,” he stated.

As part of his advice, Fariz says that brands should start by mapping the entire customer journey, ensuring a seamless transition between online and offline touchpoints. For him, a unified brand message and consistent service across all platforms help build trust and engagement. Moreover, leveraging data for personalisation allows brands to tailor experiences, using insights from digital interactions to enhance in-store visits and vice versa.

“Map out the holistic customer journey, from initial awareness to purchase and beyond, identifying all touchpoints and opportunities to create a unified experience. Think beyond just online or offline; consider how the customer moves between these worlds,” he said.

There is also an importance on investment, with Fariz highlighting that staff training and technology investment is crucial to support this blended approach, enabling employees to assist customers at any stage of their journey. In addition, continuous measurement and optimisation help identify friction points and improve the overall experience.

“[Always] ensure that the blended experience provides value to customers, whether it’s through personalised recommendations, exclusive offers, convenient services, or simply a more enjoyable and efficient shopping experience,” he said.

He added, “Ultimately, the goal is to create a holistic and engaging customer experience that builds brand loyalty and drives sales growth. It’s not just about being present on multiple channels, but about creating a connected and meaningful experience for the consumer, wherever they are and however they choose to interact with your brand. The key is to think like a customer, not like a marketer operating within a specific channel.”

Building strong, lasting relationships with customers is at the heart of every successful brand. Think about it: people are more likely to stick with and recommend a brand that feels like a trusted friend rather than just another company. 

These connections go beyond transactions—they’re about creating experiences, showing genuine care, and adding value to their lives. When brands invest in fostering these bonds, customers don’t just buy once; they come back, they advocate, and they build a sense of loyalty that’s hard to break.

When it comes to building brand loyalty, Sentosa Development Corporation (SDC) strives to deliver exceptional customer experiences while fostering meaningful, lasting connections with its island guests to meet their ever-evolving needs.

To bring this vision to life, SDC launched a robust suite of CRM capabilities powered by Salesforce’s Sales, Service, and Marketing Cloud platforms. Leveraging the solution’s ability to provide a comprehensive 360-degree view of customers and enable personalized interactions at scale, SDC’s CRM implementation was recognized as the Country Winner at IDC’s Enterprise Intelligence Awards. Additionally, it earned a Silver Award at the recently concluded Marketing Technology Awards 2024.

We recently spoke with Ivan Teo, director, digital marketing, Sentosa Development Corporation (SDC), to gain insights into the execution of SDC’s CRM project. He shared details about SDC’s plans to enhance customer relationships and gain a deeper understanding of guest behaviour, which will play a pivotal role in shaping the organization’s future strategies.

Revolutionising data for enhanced guest experiences

SDC’s launch of its CRM program aims to transform the way SDC delivers exceptional guest experiences and foster deeper relationships with its visitors, through the enhancement of backend platforms, operation processes and guest engagement.

“These insights underscored the need for an integrated system to unify data and drive strategic, data-driven decisions. The CRM initiative was designed to align with the ‘One Sentosa Service Experience’ by enhancing data analytics, streamlining operations, and personalising interactions, ensuring SDC meets the evolving needs of its guests,” he stated.

Ivan highlighted that the CRM project presents a valuable opportunity for SDC to future-proof its operations through digital transformation. This initiative is particularly significant as it allows Sentosa to address evolving needs and expectations of its guests. By implementing this solution, SDC is positioning itself to better understand and respond to changing visitor preferences, ensuring that it remains relevant and competitive in the years ahead.

“With the tourism landscape constantly evolving, the initiative was positioned as a vital investment to ensure Sentosa remained a leader in guest satisfaction and loyalty. The project’s focus on scalability, such as extensible APIs and integration capabilities, enables SDC to adapt quickly to new opportunities and maintain its competitive edge,” he added.

Consolidating guest profiles in a unified platform

SDC’s 360-Degree Customer View unites guest data from diverse sources like loyalty programs and admission systems, which transforms scattered insights into a clear, actionable plan. 

“By integrating disparate data sources, such as admission systems and loyalty programs, the CRM provides a holistic understanding of each guest. This enables SDC to deliver tailored experiences, such as personalised offers, relevant content, and timely service responses,” Ivan said.

In their real-life application of the solution, SDC’s loyalty marketing team leveraged this comprehensive view of their guest data to increase member activity rates through targeted engagement strategies, while its digital marketing team used it to enhance website journey personalisation, resulting in better click-through rates and engagement.

This deeper understanding of guest behaviours also helps SDC anticipate future needs, ensuring it stays proactive rather than reactive.

“For example, by analysing engagement patterns, SDC can better design promotions and services to delight guests and improve guest satisfaction. This data-driven approach aims to foster meaningful relationships with visitors, making their experience on Sentosa memorable and distinctive,” he said.

Automation is key to independently-designed customer journeys

Another significant reason why SDC’s 360-Degree Customer View is integral to its operations is how its marketing automation feature allowed its teams to independently design customer journeys and campaigns, reducing costs and reliance on external vendors. 

Moreover, automation features also helped streamline case management, where guest inquiries via web forms are now converted directly into cases, saving valuable staff time.

“This allowed teams to focus on enhancing guest interactions rather than administrative tasks. Additionally, automated insights into customer segments and campaign performance helped optimise engagement strategies, ensuring timely, relevant, and impactful communication,” Ivan noted.

As a result, various teams had experience significant efficiency gains. For instance, its guest insights and experience (GIE) Team saved significant hours annually through automated workflows and case resolutions.

“This operational improvement allows staff to concentrate on higher-value activities, such as refining customer journeys and creating innovative engagement strategies, further enhancing the overall guest experience,” he added. 

What makes SDC’s customer journey, omnichannel tools effective?

In terms of improving SDC’s customer journey, Ivan highlighted that its CRM tool is able to aid in the planning of guest interactions across their journey, from planning a visit to post-visit follow-ups. 

For example, integrating with real-time data, like island visit data and purchase patterns, Sentosa was able to design targeted campaigns to increase loyalty and drive purchases. 

“Being able to identify potential pain points and engagement metrics in the guest journey will allow Sentosa to continuously shape experiences that will be meaningful for visitors,” he said.

“By addressing these proactively, SDC hopes to create a more seamless and enjoyable experience for all visitors. This capability not only boosts immediate satisfaction but also strengthens long-term loyalty,” he added.

While the omnichannel experience is a work in progress, Ivan is looking forward to leveraging the CRM solution to unlock consistency in guest experiences across multiple touchpoints, be it web, mobile apps, or in-person interactions. His team is now looking at how to scale up personalised notifications as well as geolocation interactions to further enhance relevance and engagement.

“These initiatives not only improve the overall guest experience but also strengthen brand loyalty by ensuring the interaction with the brand is intentional and meaningful,” he said.

“We hope that by continuously improving our guest experiences, SDC can strengthen its reputation and position as the world’s best-loved leisure and lifestyle resort destination,” he adds.

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The 360-Degree Customer View from SDC is more than just a tool—it’s a game-changing strategy for creating deeply personalised and impactful guest experiences. By turning data into actionable insights, marketers can engage audiences with precision, anticipate their needs, and build lasting connections that drive loyalty and satisfaction. It’s the key to staying ahead in a competitive landscape like tourism while delivering customer experiences that truly stand out in the longer run.

The travel and tourism industry is changing fast, and it’s not just about offering stunning destinations or top-notch service anymore. Today’s travellers expect a seamless experience at every step—whether they’re booking online, scrolling through recommendations, or checking in at a hotel. If brands want to stay competitive, they need to deliver more than just great physical experiences; they also need to wow their guests digitally.

In this latest case study, we take a look at how Sentosa Development Corporation (SDC) embarked on its CRM journey with Salesforce in order to improve its guest experiences through a unified platform for data-driven decision-making.

The Challenge

SDC is dedicated to the development, management and promotion of Sentosa island, and one of its goals is to provide exceptional customer experience and create meaningful, lasting relationships with its island guests to meet their evolving needs. Continual efforts are also undertaken by SDC in providing world class experiences, and engaging effectively with guests, island partners, and broader ecosystem partners.

The Objective

The strategic imperative was to implement an enterprise CRM solution aimed at advancing data analytics and digitalisation to deliver a personalised and seamless guest experience, fully aligned with the One Sentosa Service Experience initiative. The key business objectives included achieving a comprehensive Customer 360° view, consolidating data for more informed decision-making, and enabling personalised customer interactions at scale. 

On the technology front, the goals focused on integrating disparate data sources into a unified platform, utilising a common data model, and deploying extensible APIs to enhance speed-to-market while ensuring scalability for marketing automation.

Moreover, the overarching goal was to elevate guest service standards and unlock deeper insights across various business units, including guest insights and experience, brand experience & marketing, loyalty marketing, and digital marketing teams.

The project also aimed to transform SDC’s interactions with guests and streamline operations by focusing on key goals:

  • 360-Degree Guest View: Consolidate guest profiles, including visit frequency, spending habits, and preferences, for personalised engagement and better service.
  • Marketing Automation: Bring marketing automation in-house, enabling teams to design campaigns independently and reduce costs while automating case management for guest inquiries.
  • Analytics and Insights: Centralize data from various systems to generate actionable insights, improve customer segmentation, track marketing performance, and monitor membership trends.

The Solution

SDC took a major step in its transformation journey by rolling out an advanced set of CRM capabilities built on Salesforce’s Sales, Service, and Marketing Cloud platforms. This initiative was designed to redefine how SDC harnesses data insights to deliver more personalised and efficient guest experiences. 

By integrating Salesforce with core systems—encompassing B2C profiles, guest transactions, and service histories—SDC established a unified platform that empowers data-driven decision-making across the organisation.

The project was executed through a structured process, ensuring seamless integration across departments:

  • Implementation Process:
    • Conducted discovery workshops to identify business and technical needs.
    • Ran user-driven sprints dedicated to each module as well as planning a detailed mapping of existing data fields for both migrated and streaming data made for a smooth transition.
    • Performed robust data validation through system integration and user acceptance testing (UAT).
    • Deployed the CRM system with a well-coordinated Go-Live plan, followed by ongoing maintenance and enhancements.
  • Cross-Department Collaboration:
    • Strong alignment among department heads, coupled with a consistent messaging of the project’s strategic importance to working teams, ensured effective change management.
    • Teams actively participated in reviews, testing, and data validation, even during weekends, with notable contributions from the Loyalty, Digital Marketing, Brand Marketing and Guest Insights & Experience teams.
    • Integrated multiple data sources, such as ticketing, product information, and admission systems, into a unified platform for a comprehensive guest view.
  • Overcoming Challenges:
    • Addressed data fragmentation and operational silos by creating a centralised system with unified data fields.
    • Improved data accuracy and monitoring through automated alerts for sync failures and weekly vendor support reviews.
    • Integrated diverse admission systems (e.g., Gantry IU, Sentosa Express QR code) to capture guest behaviour comprehensively.

The Result

The CRM project brought tangible benefits across various teams, driving greater efficiency, accuracy, and personalised engagement. The Guest Insights & Experience team saved over 1,000 hours annually through streamlined processes, while the Loyalty team leveraged integrated data to gain richer insights into guest behaviour. The Digital Marketing team also saw improved click-through rates by delivering personalised content. These improvements not only enhanced operations and customer engagement but also supported SDC’s overall business growth.

Singapore – Omnichannel communications platform MessageBird has announced its rebranding to Bird, as well as announcing a drop in its prices for the platform to become more accessible in terms of cost, yet still retain the same quality and even offers more services. 

In a blog post by Bird CEO Robert Vis, he announced the rebrand with more details on the platform’s change in pricing, citing that they will be staying away from offering high markups like their competitors, promising to deliver services to clients at the lowest possible cost.

To make this possible, Bird will be employing new messaging APIs that will allow it to charge SMS at a 90% discount with no markups and no hidden fees.

Additionally, Vis also introduced Bird CRM, Bird’s new customer relationship management platform that will mark a next chapter for Bird in marketing, sales, and payments. They will also be dropping costs for this service, stating that users will also be saving 40% on Email and 90% on SMS for Bird CRM as well. 

Talking about the rebrand and Bird CRM, Vis said, “All communications between businesses happens over channels – whether it be calling, texting, WhatsApp or iMessage – and all these interactions create a customer contact. From there, every business uses endless tooling to manage the customer relationship, whether it be to encourage them to buy more or simply to support them.”

“What if this could be all done from one tool? What if the channel didn’t matter when it came to selling or servicing your customers? What if payment data was fully integrated with your other customer data? And what if you could just log into one tool and it just works? Today marks Day 1, our first iteration of BirdCRM and while we still have lots to do – we hope you will enjoy some of the magic and help us realise our dream of making talking to a business as easy as talking to your friends,” he concluded.

Austin, Texas – Global technology company Zoho has announced the launch of ‘Zoho Marketing Plus’, a unified platform that brings together marketing activities across campaign ideation, creation, execution, management, and measurement, providing stakeholders across the entire marketing organisation with a single, shared view of critical information for improved collaboration and results.

The new marketing platform increases the effectiveness of digital marketing strategies by giving marketing leaders a deeper understanding of customer preferences and behaviours so they can deliver dynamic, high-value customer experiences that drive brand affinity and customer happiness.

According to Zoho, CMOs require their teams to leverage technology solutions that capture customer insights in ways that add value both to the business and customers. Through automation and business intelligence, the platform synchronises engagement data to help marketing teams better understand customers, make more informed decisions, and ultimately drive better results, growth, and revenue.

Mani Vembu, chief operating officer at Zoho, said, “Consumers and digital marketing continue to evolve at warp-speed, and marketers are struggling to keep up. It’s becoming increasingly difficult to properly manage multiple campaigns, channels, customer profiles, data, and ROI.”

He added, “The complexity of data and personalization at-scale only raises pressure on marketers and CMOs to deliver effective campaigns and revenue. By eliminating redundancies and confusion arising from multiple siloed solutions, Zoho Marketing Plus maximises productivity and teamwork, allowing marketers to stay nimble and collaborative amid evolving customer needs. When marketers aren’t bogged down by operations, they can deliver creative campaigns that promote meaningful relationships between the brand and customers.”

The unified platform includes a vast array of integrated capabilities aimed at helping digital marketers achieve greater results through simplified processes, tighter collaboration, shared assets, and consistent data.

Sydney, Australia – Global customer relationship management (CRM) platform HubSpot has announced joining forces with ticketing platform Humanitix to reimagine how marketers and event organisers manage their customers’ ticketing journeys. 

HubSpot users can synchronise their contacts and ticketing information via the new Humanitix integration with HubSpot. The new feature leverages HubSpot’s custom objects to enable event organisers to collect leads and track existing registrations throughout the customer journey, all within the HubSpot CRM platform.

“The partnership will significantly streamline the ticketing process by providing a single source of truth across the attendee and guest experience. Not only will this save event organisers and marketers valuable time, but it will also provide them with access to key customer data to help inform future customer communications and marketing efforts,” HubSpot said in a press statement.

Kat Warboys, APAC marketing director at HubSpot said that with the events industry emerging from the pandemic as one of the hardest hit, streamlined processes are no longer just a ‘nice-to-have’ but critical for the revival of the events sector.

“Just as the pandemic changed the face of the events circuit in Australia, it also altered customer expectations. As a customer relationship management platform, HubSpot is committed to providing event organisers and marketers with the tools they need to surpass these expectations at every stage of the customer journey through thoughtful communications, value alignment and human touch,” Warboys said.

Meanwhile, Adam McCurdie, CEO and co-founder of Humanitix, commented, “Selling tickets to help support disadvantaged children around the world is what gets us out of bed in the morning. Empowering our event partners to maximise that social impact at scale comes part and parcel.”

He added, “The integration with HubSpot is game changing for us. Not only will it allow our partners to seamlessly synchronise customer data across both platforms, but it will also free them up to provide a level of customer service unmatched in the event ticketing industry – not just in Australia, but globally.”

Sydney, Australia – Customer relationship management (CRM) platform HubSpot has relaunched its software service ‘Service Hub’, a customer service software enabling companies to prioritise their customer experience. Through the revamped software, it allows companies to deepen customer relationships while driving team efficiency and connecting to the front office.

First introduced in 2018, Service Hub allows teams to transform feedback insights into actionable customer journey improvements, while customisable tools and views help drive team efficiency.

Sabina Sobinina, director of success for JAPAC at HubSpot, said, “Consumers tolerate poor customer experiences and end up feeling overlooked and disappointed far too frequently. Combatting this is why we originally launched Service Hub, which has since evolved to include all new features that strengthen the customer experience and provide authentic interactions that not just satisfy the customers’ needs, but delight them too.”

Some of the features of Service Hub include customer portals for ticket conversations going between customers and reps, service level agreement (SLA) management tools that help companies prioritise incoming requests, mobile inboxes to keep teams productive on the go, and beta offering of inbound calling.

Sobinina added, “We know almost every customer is more likely to make repeat purchases with companies who offer excellent customer service, which is why it’s so important that teams have a unified understanding of customers. We’re genuinely delighted to further empower businesses to deliver genuine, connected, customer-centric experience.”

Bangkok, Thailand – Software company AquaOrange has announced their successful rollout of Zoho CRM across 600 businesses in Thailand. The company is one of Bangkok’s authorized Zoho CRM service providers specializing in rolling out CRM applications.

AquaOrange has mainly catered to small and medium-sized B2B customers, while also providing consultancy, training, and an onboarding service in addition to implementation. The Zoho CRM is a customer relationship management software that helps businesses manage customer interactions. It is a cloud-based CRM solution that can be accessed anywhere and on any device.

According to AquaOrange, the popularity of the Zoho CRM platform has grown tremendously and has become the go-to CRM solution for many businesses in Thailand.

Shahan Farid, CEO of AquaOrange, said that the Zoho CRM interface is easy to use and intuitive, so even if customers are new to this type of software, it should not take long before you get used to it. Farid added that in most instances, it only takes a few hours before you become comfortable with the interface.

“Zoho CRM application completes Sales cycle ensuring no Leads and potentials are lost by efficient workflow follow up with easy to view dashboard reporting,” Farid said.

The Zoho CRM works in helping clients in the sales process, salesforce, marketing automation, quotation management, opportunity management, forecast, and deal management.