MIKHAIL DADOV
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Mikhail Dadov

Customer Experience & CRM

Customer Experience & CRM: service journeys, loyalty touchpoints, customer feedback, and retention. Senior CRM strategy and leadership.

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When I am the best fit

I connect service journeys, loyalty touchpoints, customer feedback, and retention with customer economics, clear decision rights, and cross-functional leadership.

  • Teams that already have CRM activity but need clearer priorities around customer experience in CRM
  • Leaders who need senior outside help without waiting for a permanent hire
  • Companies that want measurable impact on retention, LTV, and repeat revenue
What clients get
  • A sharper diagnosis and roadmap around customer experience in CRM
  • Better execution across CRM, product, analytics, and vendors
  • Decisions tied to conversion, retention, LTV, and revenue quality
Typical scope
  • Review of current setup, journeys, data, and ownership
  • Prioritized interventions for the next 30, 60, and 90 days
  • Support for KPI logic, vendor work, and execution rhythm
Experience and results

Rosinter: loyalty app with 1.5M active users

I launched and scaled the Honored Guest app to 1.5M active users. Visit frequency increased by 22% and average check by 9%. The program connected guest services, customer feedback, personalization, and rewards, and was recognized at Loyalty Awards Russia 2018.

When to bring me in
  • The team is active around customer experience in CRM, but business impact still feels weak
  • Ownership is fragmented and priorities are blurry
  • You need senior judgment, not more generic channel activity
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Customer Experience & CRM: service journeys, loyalty touchpoints, customer feedback, and retention. Senior CRM strategy and leadership.

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Questions teams usually ask

I connect service journeys, loyalty touchpoints, customer feedback, and retention with customer economics, clear decision rights, and cross-functional leadership.

Questions teams usually ask

FAQ

Is this just advisory work?

The engagement can cover strategy, roadmap design, vendor coordination, and implementation leadership. We agree on scope and accountability before starting.

Can this work on top of the current team and stack?

Yes. Most mandates start on top of the current setup and focus on clearer priorities, better decisions, and stronger execution quality.

How do we start?

Start with a 1-hour consultation to review the goals, constraints, and data available. We then scope an audit, roadmap, or leadership engagement separately.