Technology-enabled | Customer-focused

A Digital Retail Organisation With A Grand Vision

Clicktech Retail Pvt Ltd (CRPL) is one of the largest sellers on Amazon India and among India’s largest digital retail organisations, with a team of 400+ employees. Our portfolio spans 7 categories: Consumer Electronics, Personal Computers & Wearables, Wireless Devices & Accessories, Home Improvement, and Business & Industrial Supplies. Together, these cover 50+ sub-categories, 2,500+ brands, and a buyable selection of more than 1 million products delivered to 18,000+ pin codes across India (~98% coverage).
Our purpose is simple:

Enable brands to sell better.
Help customers buy better.

We continually enhance our product selection, ensure high availability, and deliver at competitive prices so that customers get what they need – faster.

Our Culture

Our culture is shaped by Day 1 thinking and 16 Leadership Principles, which guide us to stay agile, make bold bets, and obsess over customer delight. Backed by strong processes and a talented team, we are building a digital retail organization that sets new benchmarks in scale and service.

“We empower teams with autonomy and bold thinking, so they can invent, simplify, and serve our customers better everyday.”

Leadership Principles

True Customer Obsession

While there are many ways to center a business, such as being competitor-focused, or being product-focused, or technology-focused, or even business model- focused, and more; we believe that the most effective way to stay relevant is to be customer-focused. At Clicktech, leaders obsess over customers even while they pay attention to competitors. There are many advantages to a customer-centric approach, but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and our desire to delight customers will drives us to invent on their behalf. Staying in Day 1 requires one to experiment patiently, accept failures, plant seeds, protect saplings, and double down when one sees customer delight. A customer-obsessed culture best creates the conditions where all of that can happen.

Resist proxies

As companies get larger and more complex, there’s a tendency to manage to proxies. This comes in many shapes and sizes, and it’s dangerous, subtle, and very Day 2. A common example is process as proxy. Good process serves you so you can serve customers. But if you’re not watchful, the process can become the thing. This can happen very easily in large organizations. The process becomes the proxy for the result you want. You stop looking at outcomes and just make sure you’re doing the process right. Good inventors and designers deeply understand their customer. They spend tremendous energy developing that intuition. They study and understand many anecdotes rather than only the averages and data alone.

Embrace External Trends

Big external trends are not that hard to spot (they get talked and written about a lot), but they can be strangely hard for large organizations to embrace. At Clicktech, we look for opportunities to embrace external industry and market trends that can impact customer experience and the way we operate as a business. Leaders encourage taking bold bets and embracing relevant external trends early on to ensure we stay ahead of the curve and are relevant for our customers and stakeholders. We take swift decisions to adapt and implement trends that can have a lasting impact on our customers and their experience.

High velocity decision making

A critical aspect of maintaining a Day 1 culture is how a company approaches decision-making as it grows. All companies strive to make high quality decisions. But you also need to be able to make those decisions quickly and at scale. At Clicktech, we believe in making high quality high velocity decisions through a mental model we call one-way and two-way doors. A one-way door decision is one that has significant and often irrevocable consequences—a one-way door decision requires deep and careful analysis and consensus from multiple stakeholders. On the other hand, a two-way door decision is one that has limited and reversible consequences and can be taken quickly.

Mission

Clicktech’s mission is to bring customers on leading e-commerce marketplaces a wide range of high-quality and aspirational lifestyle-focused consumer and industrial products.