I started my journey as a customer relationship manager by deciding to join the cohort 7.0 internship at NgSidehustle in March 2023. I had signed up with the previous cohort but never had time to continue the training, so I tried my possible best to create space against all odds for the four weeks of training which was a success. To be able to gain more knowledge I signed up for the boot camp which started weeks ago.

Some of the things I learned in the course of the training are principles of customer service, qualities of customer service, customer service strategy, issue tracking, CRM tools, customer management, relationship management

I had some challenges joining in the first week which got me worried but the admin made it easier by resolving the issue I had. We were given some tasks to work on and to be submitted on a stated deadline which at first looked impossible for me as a starter. In the process of finding a solution to the task, I lost my phone which caused a delay for me in meeting up with the deadline. The only means I can finish up my task is using my personal computer which I have access to when I am home.

The task was for us to choose any company and carry out a situation analysis for the company and develop a CRM strategy for the company. I chose flutterwave for carrying out the task given.

Flutterwave is a financial technology company based in Lagos, Nigeria that provides payment infrastructure and technology solutions for businesses and individuals in Africa and around the world. Here's a brief situation analysis of Flutterwave:

Strengths:

Flutterwave has a strong presence in the African market, with its payment platform being used by thousands of businesses across the continent.

The company offers a wide range of payment solutions, including card payments, bank transfers, and mobile money payments, which makes it a convenient option for customers and businesses alike.

Flutterwave has partnerships with major international payment platforms such as PayPal, making it easy for businesses to accept payments from customers worldwide.

The company has received significant investment funding from reputable sources, including Mastercard, Visa, and Facebook.

Weaknesses:

Flutterwave faces stiff competition from other fintech companies in Africa, such as Paystack and Interswitch.

Some customers have reported technical difficulties with the platform, including delayed transactions and failed payments.

Flutterwave's fees are higher than some of its competitors, which could deter price-sensitive customers.

Opportunities:

The demand for digital payment solutions is increasing rapidly in Africa, creating a large and growing market for Flutterwave to tap into.

The company could expand its services beyond payments, such as offering financial services like loans and insurance, to create additional revenue streams.

Flutterwave could leverage its partnerships with international payment platforms to expand its reach into other markets outside Africa.

Threats:

Regulatory challenges could pose a threat to Flutterwave's operations, as some African countries have strict regulations governing digital payments.

Security breaches and fraud could undermine trust in the platform, leading to a loss of customers.

The emergence of new fintech startups with innovative solutions could disrupt Flutterwave's market share.

Flutterwave serve the following customer segment:

Small and medium-sized businesses: Flutterwave offers payment solutions that enable small and medium-sized businesses to accept payments from their customers in multiple currencies and payment methods.

E-commerce companies: Flutterwave provides payment solutions that help e-commerce companies to accept payments from their customers in various currencies and payment methods.

Financial institutions: Flutterwave partners with banks and other financial institutions to provide payment solutions to their customers.

Government organizations: Flutterwave provides payment solutions to government organizations to enable them to collect taxes, fees, and other payments from citizens.

Non-profit organizations: Flutterwave offers payment solutions to non-profit organizations to enable them to accept donations and payments from supporters.

Overall, Flutterwave serves a diverse range of customer segments that require reliable, secure, and efficient payment solutions to facilitate their business operations.

Anyway, it has been an amazing and necessary experience I must say. One thing I learned is that sometimes, we can idolize a particular thing/career from the outside until we get in there and fully understand how it works. At that point, it might be too late to get out considering how much time and resources we have spent getting there
I shall keep you up to date as I make progress on this journey.