CHANGING THE RULES OF THE GAME

HARSHA NAIK, Head – Customer Relationship Management (CRM), Raymond Realty. Harsha Naik brings 25 years of hands-on experience in the service industry, and 15 years in real estate, to her role, blending operational expertise with a strong customer-first mindset. She’s built the CRM function from the ground up automating the entire customer journey, integrating SAP and SFDC, real-time CSAT tracking, auto-dial responses, milestone-based communication, and a dedicated in house contact center resulting in 90%+ revenue assurance. Her “Red Carpet” training program instills a customer first culture across teams and as a senior member of the Apex POSH Committee, she drives workplace gender sensitivity initiatives.