MAM
Fiat signs on NIS Sparta to spearhead service initiative
MUMBAI: Fiat India has recently tied up with NIS Sparta, to give an impetus to the company’s efforts in enhancing customer service levels.
NIS Sparta, a consulting and training organizations in the arena of customer relationship management (CRM) will be working closely with Fiat over the next six months (ending March 2004) to identify and implement measures that will improve Fiat’s service delivery processes. This move is in keeping with Fiat’s new service drive that was kicked off at the beginning of the year, during the launch of the Palio diesel.
Fiat has launched four major service initiatives this year. The first was the introduction of Free Service Camps for Fiat customers across India. The second was the installation of eSIRA, and online dealer communication system to improve availability of spare parts. The third was the reduction in prices of fast moving spare parts and the fourth was the introduction of a new service policy to coincide with the launch of the Palio NV. In this context, the tie-up with NIS Sparta is the fifth step forward for Fiat in its ongoing efforts to improve customer service.
The “L2P” (learning to practice) program will be rolled out in a phased manner starting with a validation study and profiling exercise to identify the need-gaps in the competency levels of various personnel. This will be followed by the development of a series of customized training and development modules that specifically fulfil the requirements of Fiat India vis-?-vis behavioral and process standards of all service personnel.
MAM
Shoppers Stop elevates Biju Kassim as GSS Beauty CEO
Move comes as GSS Beauty scales global brand partnerships in India.
MUMBAI: From store shelves to global shelves, the beauty game is getting a sharper makeover. Shoppers Stop has elevated Biju Kassim as managing director and chief executive officer of Global SS Beauty Brands Limited (GSSBB), signalling a stronger push into the premium beauty segment. The move builds on Kassim’s role in setting up GSSBB, a wholly owned subsidiary that has quickly positioned itself as a fast-growing distribution platform for global beauty brands in India. The unit has been central to Shoppers Stop’s ambition of expanding its footprint in the high-margin beauty and luxury categories.
Chairman Nirvik Singh noted that Kassim’s experience across the beauty ecosystem and his understanding of premium and luxury consumers would help steer the next phase of growth. The focus, he indicated, will be on sharpening the company’s beauty portfolio and scaling partnerships with international brands.
Kassim, for his part, steps into the role at a time when India’s premium beauty market is undergoing rapid evolution, driven by rising consumer aspirations and increased access to global labels. He highlighted that GSSBB will remain a key strategic pillar, with an emphasis on expanding brand partnerships, enhancing consumer experiences and driving growth across markets.
As global beauty brands continue to eye India as a high-growth destination, Shoppers Stop’s bet is clear: owning not just the shelf, but the entire beauty ecosystem behind it.
