Customer relationships, retention, satisfaction
The CRM team manages customer relationships across IGO's businesses, focused on retention, satisfaction, and making sure every client interaction reflects the institutional standard the group is known for. Client feedback gathered here feeds back into Marketing and Business Development to sharpen future engagement.
Client Relationship Management
Manages ongoing relationships with IGO's institutional and individual clients across all business lines — ensuring regular touchpoints, timely updates and a consistent, professional experience.
Retention & Satisfaction Tracking
Monitors client satisfaction through structured feedback calls, surveys and CRM platform data — tracking retention rates and flagging at-risk accounts before issues escalate.
Issue Resolution & Escalation
Acts as the first point of escalation for client complaints and service issues, coordinating with the relevant department to resolve problems quickly and professionally.
CRM Platform Management
Maintains and updates the group's CRM database with accurate client information, interaction history and deal status — ensuring all teams have access to current, reliable account data.
Client Communication Campaigns
Runs periodic email, WhatsApp and call campaigns to keep clients engaged — sharing updates on new products, seasonal offerings and group milestones in a structured, brand-consistent way.
Feedback Loop to BD & Marketing
Channels structured client feedback back to Business Development and Marketing teams, enabling them to sharpen messaging, improve offerings and strengthen the group's value proposition.
IGO CRM Team
IGO CRM Team
95%+ Customer Satisfaction
CRM team maintained a 95%+ satisfaction score across farmer clients, investors and B2B partners in FY 2024–25.
Zero Escalation Record
Achieved zero unresolved escalations for two consecutive quarters — a first in IGO Group's history.
Most Trusted Agribusiness 2026
IGO's Most Trusted Agribusiness recognition was built on the CRM team's consistent client retention and relationship management.
CRM System Rollout
Successfully deployed a custom CRM workflow across all 18 departments in 2025, improving lead tracking by 60%.
Tools & Systems Used
Cross-Department Collaboration
Works with Business Development on lead handoff and follow-up, Marketing on customer communication campaigns, and Agri Operations on service-related customer queries.
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