Chetan Chaturvedi, the CIO, Head-Business Process Architecture and Technology, Reliance Digital Retail Ltd., enumerates his top four priorities in a business where customer retention is the key to success:
– Building a single customer experience across channels
– Building/enhancing mobile strategy
– Big data strategy – storage and analysis
– Data security and fraud protection
He says it is important to engage customers through all channels. “It’s imperative that we fulfill orders, deliver, install, provide after-sales services and retain the customer forever.”
He further adds, “It is also necessary to take customer feedback at every stage and then analyse that feedback and try to answer all their queries. This gives the retailer an idea what the customer is thinking about the brand. The main areas where the retailer should study the data are price, convenience, whether the consumer is coming back to us and the best service.”
With 20 of the 25 years of his professional life having been spent in USA, Chetan Chaturvedi has worked for global giants like Cisco Systems, Price Waterhouse Coopers (PWC) LLP, Quantum Corp, Digital Equipment Corporation and Unisys Corp. prior to joining Reliance.
He has successfully built enterprise architecture and cross-functional business solutions for a global roll-out, directed teams to deliver business intelligence systems leveraging enterprise data warehouse solutions and lead teams in the implementation of Oracle 11i TCA and custom solutions to support manufacturing, sales-finance.
