Steven Angkasaputera — RevoU Instructor | CRM Manager at an OTT Streaming Platform

Steven's Profile

Steven is currently a CRM Manager in one of fast-growing OTT streaming platforms in Indonesia. His remits include an end-to-end customer’s lifecycle journey, engagement, and retention strategy.

What this means in practice is if you are one of the users, from the moment you sign up, interact with the platform and eventually stay there --because you enjoy the various content the platform has to offer-- it’s partly thanks to Steven’s work and strategy.

Prior to that, Steven worked at JD.ID for almost 2 years. As the Head of CRM & Loyalty, he managed a team of 6 who’s responsible for user activation, retention, winback strategies, and also loyalty partnerships with external parties.

Experienced in working for a number of big brands, we believe Steven has great knowledge you’ll be looking forward to know. He will be one of the instructors of RevoU Digital Marketing Program, specializing in Customer Relationship Management (CRM).

Student Testimonials on Steven

• "Thank you banget kak Steven buat lecturenya! Penjelasannya mudah buat dipahami kayak biasanya dan banyak banget interaksi sama student pake annotate"
• "Kak Steven baik banget, seru juga ngajarnya. I wish I can always learn from him, not only for a week."
• "Kak Steven asik banget sih jelas materinya, plus sangaaat detail. Thank you soo much kak! Sabi sihh kalau jadi instructor lagi buat batch selanjutnya hehe"

Question & Answers

#1 Can you explain to us what your typical day looks like at your current company?

Data - Strategy - Implementation - Data - Strategy - Implementation. That will be my typical work cycle!

But work aside, I also get to learn about the company culture, the brand, work with various divisions across LOBs, which has helped me understand why our company continues to be among the top “World’s Most Admired Companies. Simply said, the magic is real!

#2 Biggest myths and misconceptions about CRM?

CRM is email marketing ONLY
(we deal with more than just email and more than just what channel to use. CRM could utilize any channel to target different groups of users)

CRM only deals with current customers.
(any user, from potential to acquired, current to past user, we will be able to target them using CRM strategies)

CRM needs to be implemented after we are done with the growth phase
(the earlier we form a solid CRM, the better and healthier the growth is. CRM should go hand in hand with growth)

CRM is boring
(if CRM is boring, you might be dealing with the wrong CRM. CRM allows you to never stop learning about your customer and to continuously find better ways to communicate to your users)

CRM is boring.
(if CRM is boring, you might be dealing with the wrong CRM. CRM allows you to never stop learning about your customer and to continuously find better ways to communicate to your users)

#3 Your proudest professional achievement at your current company?

One of the things that give me sense of achievement is when I was able to champion new strategies and approach to drive our business in Indonesia.

CRM has played a very pivotal role in making sure our business grows sustainably and is able to provide the best and excellent service to our subscribers.

#4 What drives you to work in your current industry?

This industry (OTT streaming) is really new, up and coming in Indonesia. I’m happy to be part of an industry that will only ever grow for the near decade.

#5 Things you wish you could have learned earlier in your career?

Brush up your presentation skills (especially important when you are trying to explain a digital concept to Gen Y and boomer leads).

#6 Books / Online resources you follow to remain on top of the most important industry trends and keep improving in your field (blogs, podcasts, newsletters)?

I do read journals and studies from various research companies.

Books will be “the Art of Thinking Clearly”, “the Tipping Point”, and anything that pertains to consumer behaviour is top of my list.

Listen to Gary Vee on Spotify, HBR podcasts, and Rapot (they do give me great insights on how people in Indonesia think).

#7 Your tips for someone who is interested in starting his career in CRM (aside from applying to RevoU :)?

Understand that any kind of business, any kind of industry would need some kind of CRM.

So, make sure to understand the fundamental CRM concept, while the kind of strategies needed will depend on the business itself.

#8 The fundamental skills an CRM professional is expected to have?

Able to view things from the customer's POV. A good balance between creative and data skills.

#9 What distinguishes a good CRM person from a great one?

Curiosity.

A curious CRM person would drive the conversation going, continue to test and learn, and finding different ways to tackle the same problem.

#10 Best examples of CRM brand activities (outside your current company) in Indonesia?

Spotify — their freemium concept & love their personalized annual recap

Sephora — omni-channel CRM approach from offline to online

Starbucks — from a transactional to a lifestyle business (their retention approach is real good)

Learn from Steven and other great instructors by applying to RevoU Digital Marketing program

Looking to kickstart your career in Digital Marketing but don’t know where to start? Apply to RevoU 15-weeks Digital Marketing Program

How RevoU works:

✓ Live daily interactive online classes for 15 weeks (7–9pm WIB)

✓ Learn from the best instructors in the industry (such as Steven)

✓ Personalised career coaching with 1:1 mentorship sessions

✓ If you are looking for a job and don’t get one at the end of the Program, the entire course is FREE