Parul Saxena

Key Responsibilities:

• CRM Optimization and Data Integrity:Administered the Salesforce CRM for enterprise-scale customer data management across the Americas, EMEA, and APAC, ensuring that all customer records were comprehensive, accurate, and up-to-date.
  Spearheaded process improvements by automating data entry and data validation tasks within Salesforce, reducing manual data entry time by 30% and increasing data accuracy.
  
• Customer Health Scoring & Retention:Developed and implemented a customer health scoring model utilizing Salesforce and Gainsight analytics, enabling proactive engagement with at-risk customers.
  Collaborated closely with account managers on intervention strategies, resulting in a 15% increase in customer retention over an 18-month period through targeted engagement and proactive outreach.
  
• Customer Journey Mapping & Engagement:Led the development and continuous improvement of customer journey maps to enhance engagement at each stage, identifying critical touchpoints and personalizing customer experiences.
  Created engagement strategies based on customer behavior insights and feedback, leading to a 20% improvement in customer satisfaction scores through data-backed, personalized interactions.
  
• Advanced Reporting & Analytics:
• Designed and maintained detailed dashboards and ad-hoc reports in Power BI and Salesforce, tracking KPIs such as Net Promoter Score (NPS), engagement levels, and satisfaction metrics.
  Utilized CRM data to provide actionable insights that informed customer success strategies, enabling leadership to make data-driven decisions that supported customer retention goals.
  

Key Achievements:

• Achieved a 15% reduction in customer churn and a 20% increase in customer satisfaction through the strategic implementation of customer health tracking and tailored engagement.
• Implemented CRM process automation within Salesforce, enhancing team productivity by reducing repetitive tasks and improving data reliability.

Key Responsibilities:

• CRM Management & Client Data Maintenance:
• Maintained the LexisNexis InterAction CRM, ensuring that client profiles and engagement histories were comprehensive and current to support global client relations.
  Streamlined CRM processes to improve client segmentation, enabling targeted engagement strategies and more personalized interactions.
  
• Client Communication & Customer Experience Optimization:
• Conducted extensive research utilizing Orbis, Capital IQ, and Bloomberg to support client relationship management with insights into market positioning and customer needs.
• Managed client communication, handling ad-hoc requests and delivering timely responses to enhance customer satisfaction and drive client loyalty.
  
• Reporting for Strategic Decision-Making:
• Created weekly, monthly, and quarterly reports for leadership, highlighting customer satisfaction, engagement metrics, and CRM utilization rates to support strategic decision-making.
• Leveraged Excel and Salesforce to produce visual reports and presentations that illustrated customer satisfaction and engagement trends, guiding business development and customer relationship initiatives.
  

Key Achievements:

• Elevated customer satisfaction by optimizing CRM processes, enabling precise client segmentation and targeted engagement.
• Supported the global business development strategy by maintaining high-quality client data, leading to more informed decision-making for client relations.