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Testimonials for Article of the Week

 

Gyan Jyoti School of TQM and Entrepreneurship

Saravjit Singh

Professor

I admire what you are doing for Customer Value Creation. All human endeavor, to be successful, should be based on this one agenda. Thanks for the article by Prof. Kumar and Prof. Reinartz. Its superb!

Headwaters Marketing & Innovation for the value economy

CMO- Market & Internal Value Creation Architect

CMO- Market & Internal Value Creation Architect

The more I read my new partner in progress’ book on Value Creation and realize how this simple, yet powerful concept is overlooked by a majority, yet how it delivers the ultimate value including revenue growth – something eluding most, I am excited to combine my high impact experience with this with the world’s leading author on the topic Gautam Mahajan.

Customer Value Management

Raymond Kordupleski

President

This is excellent. Very well written, very true and important.

IITM University Gurgaon

Jagdish Shivhare

Assistant Professor (Selection Grade)

Thanks for highly useful information.

IITM University Gurgaon

Jagdish Shivhare

Assistant Professor (Selection Grade)

Thanks for very useful information. Kindly, continue in future also.

Freelance Business Consultant and Implementor

Saravjit Singh

Extremely well said, I agree, Thanks.

Aqua Energy Scotland Ltd

David James Hood

Marketing Director

Wow – great new word too Gautam - Customeric

 

Lead Management and TQM

Saravjeet Singh

Freelancer Business Consultant

 

Dear Gautam Ji,

I really enjoyed your article. So typical of what is happening around us. Slips show up all the time - and my experience with IDEA, Aitel and Honda services are similar to yours.

I firmly believe that the actions and behaviours of front-line sales and service staff are product of the company's internalized core values and culture. Unless the organization develops the right values and culture statements and then the CEO leads in following these, and rewards those who follow the professed values and culture, no amount of training or other effort will help enough. Southwest Airlines is a great example of how they spread their wonderful values and culture and grew exponentially as a result of the happy employees and happier customers.

This is part of my Value Focused Organizational Excellence model. A few slides from my one day seminar for this are attached as five PDF frames. I request you to please have a look.

Wishing you all the very best,

 

Customer Faithful

Rick Harris

Founder

 

I'd like to add a counterpoint to some of your thoughts and those in the book. For me, companies like Apple are very easy to speak to - I simply click on a link on their webpage and they ask if I'd like an immediate ring back, or to book an appointment at a time that suits me. Perfect - I don't incur a call charge, but they contact me on any channel and/or time I prefer. What's not to like? I'm 50 years old - certainly not a Millennial! But I'm very familiar with the appalling customer service of telecom companies (whose business it is to connect people!) - endless on-holds, un-empowered webchat people who simply waste your time and theirs. How about banks, who try to smother you with code of conduct reasons for being so bland and risk-averse? Parcel deliveries? Here in the UK, we use DPD, who give you live tracking of where your parcel is on the van, to within 15 mins accuracy, as well as a 1 hour guarantee window. My takeout: there are companies out there who have been steadily pushing the boundaries on finding an efficient, semi-automated way of offering you a connection that works both for them and you the customer. The more that achieve this, the better.

 

CustomerThink

Michael Lowenstein

Advisor

 

Athletic shoe colors, this is a combination of subliminal influence by manufacturers (Nike neon yellow) and simply bowing to consumer trends for brighter hues, in part shaped by manufacturers' relationships with professional sports stars.  Re. service components of value, such as delivery communication, some companies will "go the extra mile" and enable the customer to track package arrival down to the day and hour.   Other companies don't realize that basic convenience elements of value have an emotional subtext, so they simply don't make much of an effort to be proactive.

 

Challenge Paradigms Ltd

David Newton-Dines

Managing Director

 

This is nothing more than economic manipulation; it has been going on since the industrial revolution albeit in a more subtle form. This change however demonstrates a fundamental shift in attitude towards customers. It is now naked contemptuousness.

 

The subtexts of the actions from these companies are:

- do as we say or buy elsewhere

- we (the company entity) matter more than you (the punter)

- we are so big, that what we do today everyone else does tomorrow. Get over it.

- we matter more than the market as we make the market

 

Why now? In my view because today’s generation have had their natural empathy suppressed so they feel no sense of outrage at such an attitude or approach. Us oldies have well developed empathy so feel compassion and injustice at the utter lack of consideration exhibited. We however, do not count… Get over it or buy elsewhere…

Grow Brands

Neeraj Kapoor

Chief Executive Officer

 

Awesome observations. I almost took things for granted till I read your mail.

At GrowBrands Worldwide, we are busy building India's Largest Startup consulting and Incubation company.
Over of our client is Govardhan Eco Village, Wellness Destination where a lot of world's best minds are coming to converge on various programs and courses on wellness for body, mind and soul.

I wanna drive your attention to am opportunity that exists in this discs for your forthcoming programs and workshops in India. Would love to be of any service to you next. Let me know.

 

 

TapMedic Limited

David Newton-Dines

Director

 

An interesting question Gautam. My particular perspective is to explore not the high level reasons why but the genuine root causes. Everything stems from one or two root causes as in an inverted pyramid. Therefor it is my belief that we must look at the humanitarian reasons not simply the actions. ‘Actions’ are a manifestation of the initial emotional drivers; they are what we ‘think’ we need to ‘do’ to satisfy our emotional needs. Of course this is all subconscious. My experience is that, no matter the situation, when people have genuine choice, so easy to write but very complex to define, they act with empathy, integrity and compassion for their fellow man. Despite many tomes to the contrary man is not selfish. The simple fact of the matter is that he cannot be as to be an isolationist would not perpetuate the species. We are fundamentally tribal. We fundamentally rely upon our fellow man for our own survival because we all excel at different things. Tribalism is the ultimate 1+1=3 scenario. When you begin to examine the critical question Why? it turns out that even when you are a CEO of fortune 500 company, your day is still as full of trepidation as the lowest rank in your organisation. Just because you take home 100 times their pay, does not mean you escape one single jot of the same stress. As the lowest ranked person is frightened of what edict comes down from above, the CEO is petrified too of what comes down from the avaricious shareholders. However, the demands of shareholders are not hide bound by regulation and HR law; they simply hold out their buckets and demand they be filled to overflowing with cash – NOW! It is in light of this pressure that we see the behaviours described. It is purely and simply survival, purely and simply a need to keep a roof over one’s head that drives this. Take away those pressures and you take away the majority of the dishonesty and screw you attitude. I guess that means we are stuck with it until we can install a measure of success that is not directly related to financial performance – watch this space…

 

 

 

TeleTech Consulting

Mr. Steven Walden

Director of Customer Experience

 

Here are my views.... Satisfaction is the reason why people buy: Nope, CSAT like emotion is a prototypical word. People buy based on the value they seek. I concur. The only difference would be, 'satisfaction is a necessary condition'. I would add, the avoidance of dissatisfaction. But it still begs about what. I also don't think people evaluate after each purchase 'to what extent was I satisfied'. So I agree a necessary condition but not a consciously espoused one or one that has a linear relationship to value. High Value products have low satisfaction: I concur with you. Low Value products have high satisfaction: I concur with you. Although price is part of the value equation. Great value so highly priced, don't want it. Satisfaction measures Customer Value: I dont believe the top two boxes should be measured: data is curvilinear and an 8 out of data can be a good result. I also don't believe in transactional measures like this as they can be myopic i.e., the transaction may not be salient to the customer even though you forced an answer. What is salient may be not captured in a transactional survey but still be relevant in the decision moment i.e., other facts outside the immediate transaction such as Apple brand good. Which is why I prefer: capture 'customer story' obliquely about the experience of interest. Value means Benefits: I concur on benefits. Not sure I would compare to other competitive offers all the time. Customer Value is newer than Customer Experience: CX is from the 1990s with Pine and Gilmour. CX is the 'experience the customer has': what is an experience is what delivers utility to the customer. CX defines what is valuable. NPS is a great measure of what the Customer perceives: no it is no different from CSAT.Perception is a complex construct hence my preference from multi-methods that are less dependent on assuming we are evaluative cost -benefit calculators i.e., sensemaker, immersion. Why are these misconceptions propagated and misunderstood? My take is that most people tend to follow what they are told, rather than delving deeply into the actual meaning of, and truly understand how these concepts should be used. These concepts are used and understood loosely. People need to earn a living and there is some utility in everything. Its fine to say do CX or Customer Value but it has to be executed. One reason why companies and executives are not truly becoming Customer–centric is that such loosely used and understood terms confuse companies, and do not give the Customer true insight into what will really help. Thus just measuring NPS and stating that it tells the company what to do is misleading, and will prevent the Customer from truly improving. NPS gives false hope, it exaggerates minor changes and makes people feel they are being successful. Its a scam, in my humble opinion. But a useful one.

 

 

 

Exxon Mobil Chemical

Narindra Bachlaus

Chief Executive Officer

 

A nice CRISP summary

 

 

Customer Guru

Vivek Jaiswal

Director & Co-founder

 

Nice one, Gautam! Thanks for sharing.

 

 

GEOXPLORERS CONSULTING SERVICES(GCS)

Saurabh Priyadarshi

Executive Director & Chief Geologist

 

I have been reading CVF articles on a range of relevant topics. Appreciate if you could educate me on how I can contribute to your objectives with mutual synergy.

 

 

ITC Limited

S N Venkataraman

Vice President-Marketing

 

Great post sir , clearing the popular misconceptions

 

 

Financial Credit Institution

Dr. Saeed SOLTANI

Head of Marketing Affairs

 

Great

 

 

Heliview Professional Marketing Services, Challenge Tennis Academy

Danny van Ardenne

(inter-) national Account Manager

 

Still the best way, and probably will always be the best way to have customers engage with customers and explain what they appreciate in their relationship with you. Too bad that this is mostly not enough to building your corporate with, therefore it is always wise to enable this through certain events/occasions where they can interact. I call that c2pc customer to potential customer.

 

 

Raychem RPG Ltd

Deepak Harlalka

Sr Vice President & CFO

 

Great Post!

 

 

LG India

SAURABH PURANIK (Certified CII SCM P)

Deputy Manager Product Development & Supply Chain Management

 

Great Post!

 

 

Toyota Kirloskar Motor

Venkatesh M V Manimoole

Group Leader

 

Great Post!

 

 

Gaurav Srinivas

 

Great Post!

 

 

Supply Leaders Academy

Pankaj Kumar Shrivastava

Process Improvmeent

 

Awesome post by our great global leader Most Respected Sir Gautam Mahajan. I am so hungry for next plate of your healthy food.

 

 

Management Institute

Suresh Patwardhan

Management Consultant & Visiting Faculty

 

C@C is the only solution

 

 

Sridhar KOTA

Connector | A-Team Builder | Entrepreneur | Mentor | Customer Mania

 

Hello Gautam, Greetings. Hope you're doing great.

 

 

University of Minnesota

Kumar Belani

Consultant, Global Health Education, Research & Health Care Delivery

 

Great Post!

 

 

Artzindia.com

Aditi Nandan

Co Founder

 

Great Post!

 

 

SBI Ventures Malaysia

Yamaguchi Tomohiro

Head of Overseas Business

 

Means shared, Thank you.

 

 

Sundaram Ramaswamy

Senior Consultant at Centre for Digital Financial Inclusion, CDFI

 

Great post!

 

 

Dr. Dudeja Consultancy

Dr. Sarvjit Dudeja

Consultant & Advisor on S&T

 

Thanks

 

 

Cognizant Technology Solutions

Krishnan Karunganni S

Director - Learning and Development

 

found this concept interesting and a few thoughts and clarifications I had were 1) What is unique about C2C interaction through C2C portals as compared to channels available for sharing feedback with Product / service providers directly and through social channels available? In fact brands could be made or marred in social world 2) Should the employees have a say in the C2C portal. I believe yes. I believe customer centric culture and a consistency to walk the talk should be way of life from entry level person to CEO. I inherently believe there will be conflicts specifically when economic down turn happens and ability to deliver same value at a more optimal costs becomes important. 3) Since most of us play a dual role in life - as an employee delivering a service or product as well as a customer where roles are switched - should the C2C portal be able to track and report consistent behaviors when roles are switched. Individuals or workgroups deliver at the same intensity and value as they expect from their service providers. This becomes a true test and I believe even if do it right 9 times out of 10, we would be creating an excellent experience for the customer and build trust so that relationship matures.

 

 

Middlesex Consulting

Sam Klaidman

Head of Strategic Partners (GSM)

 

To me, loyalty is the propensity of a customer to continue to do business with a company. So, if I buy "Apple" I will continue to buy from Apple as long as I receive approximately the same or greater value than if I would buy from a competitor. If I am in the market for an electronic product and Apple offers "significantly" less value than Samsung then Samsung earns my money. However, Value is what is perceived by the buyer and I may feel that the Samsung phone is technically superior to Apple but its App Store has a much better selection, or I am a frequent FaceTime user then I buy Apple. If Value is measured relative to alternatives then Loyalty is a measure of the incremental value.

 

 

Contrary Domino ®, Inc.

Andrew Rudin

Managing Principal

 

 

Like other newly-popularized marketing words (e.g. love!), loyalty has suffered from overuse, and become trivialized. Rarely, if ever, have I observed unbreakable customer loyalty. Weird, because loyalty connotes unswerving commitment. But most marketers would agree that there are boundaries or limits to customer loyalty. So is loyalty the right word when describing customer relationship nirvana? I think it's the wrong word. But the one that I prefer, inelastic demand, doesn't fit cleanly either, and above all, it isn't catchy! (Who would be so idiotic to set up an inelastic demand program?) I don't know when loyalty became commonplace in customer relation dialogs, but I looked in my 100-year-old book, Salesmanship and Business Efficiency as I often do when I seek insight on how selling ideas have evolved. Interestingly, Loyalty appears in the index, and is mentioned on two pages (out of nearly 400). But the author, James Knox Polk, would probably be laughed out a training session today if he attempted to advance his definition. "Loyalty defined: Loyalty consists in giving faithful allegiance to your employer. It demands whole-hearted, untiring service to the concern that furnishes you with bread and butter. It involves doing everything within your power to evolve some new idea or improved method that will in some way advance the interests of your concern. Every wise manager is eager to obtain help of this kind. He is also on the alert to promote any employee who renders such service." After reading this, I also had to check whether passive-aggressive was mentioned anywhere in this book. It wasn't. And nowhere in this two-page mini-essay about loyalty is there a shred of similar bombast about customer loyalty. For me, a vendor-customer relationship that fully deserves the loyalty attribution is when mutual commitments remain stable even in situations when logic and good business sense dictate otherwise. This can and does occur. I've worked with many companies who tolerate mighty supplier deficiencies because of the vendor's rock-solid record on bailing them out of horrendous problems. But because loyalty has become so trivialized today, the issue I often see is that vendors aspire to having that coveted status, but they are too driven by "the numbers," they are motivated only by short-term profits, and they don't want to expend the effort.

 

 

CustomerThink

Ian Golding

Advisor and Featured Columnist

 

As others have described, an excellent article Gautam. I personally do not believe that loyalty is a myth in totality - it is often difficult to create the link between loyalty and commercial value though. My latest blog post is a good example of how brands create loyalty and how they completely lose it - you may be interested in having a read as essentially, I also believe that emotional engagement plays a huge part

 

 

Max Life Insurance Co. Ltd.

Tanya Basu

Vice President - Customer Value Management

 

This is a very insightful article. It is trying to address the fundamental question which a lot of companies are grappling with. Thank you.

 

 

Zoetis Singapore Pte Ltd.

Darrell Phun

Senior Manager-APAC Strategic Pricing Lead

 

Indeed, for B2B, loyalty exists less because what companies are really look for is value/differentiation provided by the other party. Sometimes, companies incorrectly believe there is loyalty from the customers but the situation could be because the companies are enjoying a situation of lack of or no alternatives/competitions. I would say for B2C, there is a lot of emotional attachment based on purchase/usage experience as you mentioned about familiarity which drives the sense of preference in consumers’ next purchase which typically is perceived as “loyalty”. In B2B, many big organization are structured in a way that the purchasing decision is performed by the people whom do not use the products or services directly but rely on feedback of users and hence less emotional attachment is involved. As pointed out by your article, it is important to focus on the “value” aspect that leads to “loyalty” or not focus on “loyalty” as a starting point (e.g. loyalty program).

 

SAP India Private Limited

Mukesh Gupta

Director - Customer Advocacy

 

 

Great post and thought provoking too.

 

MasterCard Worldwide

Porush Singh

Sr. VP Products

 

Very True...

 

PHD Chamber

Krishan Kalra

Secretary General

 

 

Thanks for sending me your nice article.

 

Suresh Patwardhan

Managing Consultant and Visiting Faculty

 

What you have expressed is very true. The companies, if are loyal to owners is no issue, if they are loyal to other stakeholders ALSO.. But the real problem is in many cases (barring few exceptions), they are LOYAL TO OWNERS ONLY and expect loyalty from all OTHER stakeholders. Customer Value creation is possible if companies care about customers and will offer best possible value proposition in terms of products or services, if they are loyal to their customers. This is definitely going for growth, profitability taking customers with you.

 

Cognizant Technology Solutions

Krishnan Karunganni S

Director - Learning and Development

 

Thank you for a very interesting post and sharing your valuable perspectives on Company loyalty in relation to stakeholders. My thoughts are as follows.

 

1. Business entity exists with a primary objective of creating wealth for their investors. This is through a strategy that focuses on business growth as well as managing organization efficiently.

 

2. For achieving growth, customer focus would be centricity is the key. Customer value creation and customer satisfaction becomes the key. Here a question opens up as organizations scale - Should they have the same level of loyalty to their initial customers or their new customers. This question does not have a simple answer and it depends on which customers could provide impetus for future growth objectives.

 

A simple example here is concept of exclusive services in Banks for HNI.

 

3. Who is core stakeholder that would support the objectives of growth, margins and customer satisfaction? Employees. Employees first by Vineet Nayar brings in a set of perspectives. In my own organization, employees in customer facing roles are empowered to make decisions that are right for the customer. One way to look at the loyalty of the company to the employees is those who leverage the empowerment provided to create value for customer and help organization meet its objectives (mutual win-win) would see a higher loyalty.

 

4. Today a delivery of service or product involves a eco-system of suppliers who work with an organization to deliver value to the customer. This means supplier - organization has to create a working model that is beneficial to both. Loyalty both ways provides commitments are honored and trust in relationship exists.

 

5. The organization or business entity does not exist in Silos. They are part of society. The concept of loyalty in this context is complex. An example is pollution levels in some of largest cities in world. Should business entities in automobile, energy, and manufacturing adhere to a standard higher than the norms to reduce the pollution and when an inflection point is reached should these entities take a conscious decision to scale their growth in smaller cities that have necessary facilities and there by create inclusive growth.

 

It also throws up a question of what is the consumption limit that is an inflection point and that impacts human beings significantly in the future.

 

6. The concept of lock-in where switching providers is difficult and cost of switching is high could result in forced loyalty between customers and providers. As technology helps in disruption and brings down the cost of switching this could change.

 

7. Wearing a logical hat, can the loyalty to different stakeholders to the company be worked out as a mathematical model or frame work. My thought is no as loyalty is both a function of rational and emotional aspects. Loyalty could be contextual and time sensitive (Refer point 5) and regulation and external risks. In that context, it would be good for organizations to factor in loyalty aspects in their planning and periodically review and make course corrections that helps in building a sustainable business. This would be dependent on risks and benefits of level of loyalty to different stakeholders for a business entity.

 

Veerendra Jaitly

Indo America Today

Advisor

 

My comment about your article: According to me the company should be loyal to its customer. That is what I learnt from you.

 

Newcastle University Business School

Giorgos Piperopoulos

Visiting Professor

 

Useful subject for debate/discussion in a business school amphitheater! 

 

I am very pessimistic for the outcome when it comes to reality unless, of course, there is profit at the end of instituting loyalty (to any entity)

 

Prabal Roy

 

On question of company loyalty, below are my views.

 

Most large companies that have a good business model have to be loyal to all of their stake holders. The customer comes first, if customer is not happy, business will eventually fail, Next come employees, if employees are not happy, productive and innovative, product/service quality will suffer and drive customer to other pastures. Then come shareholders. If the previous 2 are taken care of, the business performance will be good, demand will be good, company reputation will be strong, and that will show up in company's economic performance and return on shareholders' investment. That will make the shareholders happy.

 

Really progressive companies also strive to create a good relationship with local national and international governments and communities where they are located. That creates a good will that will help in getting more customers and also help with recruitment of best talent.

 

Now if a company is struggling and has issues, then the investors / shareholders need extra attention to keep the company financially strong. This in turn will get the company to focus on customers and employees and get it on the right track towards progress.

 

CX University

Mohamed Latib

Chief Executive Officer

 

 

I enjoyed your article. There continues to be much interest in CXU, and I suspect that it will take us a few more weeks to create a flavor of "value", and a lifetime of commitment to our mission to create lifetime value. I hope our paths cross in ways that will advance our common agenda. Yes, we both want to create a movement around value creation; our journey may follow the systemic property of equifinality- getting to the same end using different paths.

 

Hallmark India Private Limited

Ajay Sachdeva

Managing Director

 

A very apt and relevant article. Thanks for sharing.

 

Gone are the days when customers were loyal to companies and brands (the likes of Colgate, Lifebuoy etc.)

In the new evolutionary curve fast developing, companies and brands will need to be loyal to customers not just for their survival but for them to realise sustainable growth.

 

Every touch point wherein the customer engages with the company/brand will need to not just meet but surpass customer value expectations.

 

Whilst technology is a great enabler for businesses, companies would need to revisit the technology dependent interface with customers via IVR'S, recordings etc. and assess whether lack of a human element in the interaction process can provide a "value" enhancing experience or will leave the customer feeling irritated and let down.

 

STAT DECISION LABS (formerly Satvik Labs)

Raghu Kaimal

Director Sales

 

I truly enjoyed your perspective about company being Loyal. 

 

As customer are spoiled with choices, and moving from a King to God, every company need to be customer centric to survive in this competitive world. Employees, Suppliers, Partners & stake holders should complement the company to deliver maximum value to the customer, those are the companies who wins in the current market.

 

Thanks a lot for sharing your views.

 

LOGISTIC

Rakesh Kumar Gupta

GM - MARKETING & OPERATIONS

 

I feel this concept about companies loyalty will throw open a whole new debate

 

Duncans Group

Subhashis Dasgupta

Head-Corporate Strategy & Business Development

 

 

Touching and well thought out article. Thank You Sir.

 

Frank Flaga

 

 

It was good to hear from you and I enjoy your publications that I've read. I think you've got the right ideas regarding how to run companies.

Best possible regards,

 

 

 

 S V Ramarathnam

 

Your Creating Value articles have been stimulating and quite to the point. Glad to note it is getting good recognition. Unfortunately we are swaying away from this in this country which will have some long term impact.

 

 

 

AB-Inbevindia

 

Rajiv Sant

Director-Business Development

 

 

I have been following your posts very eagerly as not only they are valuable but also make me a proud old colleague as I recall that you also worked with the K K Birla Group aka Chambal when we were setting up Gautier.

Keep up the great work! Happy to help with whatever you feel I can.

 

     ITC

Chand Das

SBU CEO

 

Meanwhile I enjoy reading your articles.....
keep them coming & more power to your elbow

 

 

Eastern University - Campolo College of Graduate & Professional Studies

 

Alfred D’souza

Adjunct Faculty

 

 

 

I am glad your sons are doing well.

I enjoy your articles, and am happy that you have created this great forum for business education.

 

 

Bry-Air Asia Pvt. Ltd.

 

Sonali Dutta

Vice President

 

 

 

I find the Journal very useful and you have all our support.

 

          

 CFCL

J S Gogia

Vice President

 

 

At the outset , please accept my heartiest congratulation for your efforts, you put in " Customer value Foundation" It is well received by the

Readers. Lot of  material has been published, but prior to this nobody has made it ' Target Oriented efforts' for customer value management' In fact it is the base for any organization to succeed in the business'

 

 

Lal Bahadur Shastri Institute of Management

 

Prem Sibbal

Head -- Academics

 

 

 

It is a great feeling to go through your ‎ journal every time. It is my belief that it will go a long way in benefiting all the stakeholders.

Thanks again,

 

 

L&T Insurance

 

Somesh Surana

Deputy Chief Manager Marketing

 

 

I surely get a lot of insights from your articles

 

GVP Partners

 

Michael Corcoran

Process Improvement and Regulatory Challenges. Data Paradigm Changer

 

 

Gautam, Congratulations on your value management(creation and preservation) education successes.

 

 

Indo-US MIM Tec

 

Manoj Kabre

Vice President -Marketing

 

 

 

I have been recommending and referring your CVF concept to professionals within my network. I am sure they would contact you. Congratulations on the formal approval of 'Journal of Creating Value’ - I am a staunch believer of this concept and philosophy.

 

 

SKG GLOBAL

 

 

Sudip Goel

President & CEO

 

 

Your articles are indeed informative and I always look forward to receive these. Frankly, I have been a beneficiary by your wisdom.

 

 

R Santhanaraj

 

 

Enjoyed reading your write ups and I have circulated a few to some of my Clients and friends. 

 

Janusz Kamieński

Executive-Conversation

CEO

 

 

Great points in your article. I can't agree more!

 

ITS Institute of  Science & Technology

Chander Sabarwal

 

Senior Professor

 

 

 

Like any initiative, training has to be top driven and monitored for results and up-gradation of skills and performance on a continual basis. Hiring high class trainers in 5 star hotels is only symbolic ; until the ground is linked to strategic objectives,  competence & PMS. 

 

 

 

R Srinivasan

 

 

 

Dear Gautam, Best regards and Best wishes to you & the family!

 

Nice one and well written! The customer-employee message is sound!

 

Companies send managers to Leadership Training Programmers’ to assuage their own sense of guilt at not having alternatives to choose from. Trainers have got the motivations and uncertainties of bosses assessed well. Partly. such a Leadership Programme compensates for the lack of mentorship in top management who may be individually capable but do not necessarily want to create successor alternatives for fear of being marginalized by manipulative bosses seeking to create more 'obliged' networks. Leaders who rise to power and then consciously throttle down in order to coach others are a rarity--they need to have an extraordinary institutional purpose to go beyond themselves and pass on the baton in a timely manner. Unfortunately neither shareholder purpose nor customer purpose has managed to capture their imagination and raise it to a lofty goal. There are some instances of superordinate goals as during a freedom movement when people are able to rise beyond the ordinary(Gandhi, Nehru, Patel) or for a major human value like Abe Lincoln fighting for equality or Nelson Mandela pressing for peace and reconciliation rather than revenge after independence.

 

In more mundane matters such as the commercial world everybody appreciates the role of the customer but hesitates to accept their irrevocability as it means humble acceptance. Organisations tend to perpetuate the status quo that has brought them success so far rather than reinvent themselves in the face of changing realities/preferences--witness Clayton Christensen's research on The Innovator's Dilemma---whether excavators or microprocessors or copiers, Companies made similar errors! Even Henry Ford thought he could forever sell black cars of a standardized model! On a Corporate Governance note please notice that entire Boards of Directors who should know better seem stuck in the rut unable to point towards stagnant customer satisfaction or ineffective Leadership Development programmers’ or to bring about checks & balances to save their Titanic organisations from hitting icebergs!

 

I am struggling to articulate what we all sense but still fall short of pinpointing---a road to change for Leadership--- including the debate of whether leaders are born(&self evolved)or made .After all circumstances pitch forked an Eisenhower(and not Marshall who was a first choice) to handle Monty, Patton, Bradley and others in risky situations where others felt they knew better and had more relevant experience and were often right--yet it required a rare temperament like Ike's to string them along together in a common purpose without ever sounding casual!

 

On a generic basis of what contributes towards people development, all of us would vouchsafe for good teachers who shaped us in our youth and made us think and act differently. The entire nation would rise if schooling were to improve and retention were to improve. And likewise with health & hygiene as Kerala has demonstrated on infant and maternal mortality parameters. There can be no doubts that all boats would rise if the swell of customer value were to lift them.

 

 

Cornerstone India Consulting Pvt. Ltd.

Vijay S Karkare

 

Managing Director

 

 

 

Dear Gautam,

 

Lot of interest with our customers of late on Customer Value Creation and CRM. Look forward to meet when I am in Delhi next on Jan 20-22. Are you in town?

 

Just purchased following 3 books recommended by you on Amazon.

 

1)    "Value Merchants", James C. Anderson, Nirmalya Kumar, James A. Narus, 2007 = really good on value metrication (it's something of a follow-up to a 1999 book by Anderson and Narus called "Business Market Management" which is also very good)

2) Then, of course, there is the must-read "Total Customer Value Management" by our very own Gautam Mahajan.

3) And, last but not least, please excuse the plug for "Creating And Delivering Your Value Proposition", 2009, by Cindy Barnes, Helen Blake and ... David Pinder ‘

 

 

P Jayaram

 

 

Dear Gautam,
You have literally taken the words out of the mouths of countless hapless customers, who have to listen to endless recorded messages, hunt for phone number that no longer exist etc. before you give up in frustration. Hope the customer care executives read your excellent piece.

 

 

Terragni Consulting (P) Ltd

Anil Pillai

 

Director

 

Great read, Gautam.

Thank you!

Warmest,

 

 

Seminar Testimonials or Go to CVF Testimonials

 

 

Crystal Logic

Mr Rahul Mehta

Creative Director

 

I wanted to thank you for the invitation to your conference. Being in the service industry, I think creating customer value plays an absolute integral part of the service life cycle. 

 

I've shared a little bit from what we discussed at the conference with my colleagues. I have your books too. 

 

Thank you once again.

 

Deliciae Patisserie

(small business)

Mr Suchit Mahajan

 

Thanks so much for inviting us to the seminar. I think it was great, and will allow me to look at my small business from a completely different angle. I will definitely be using some of the stuff, especially the price justification matrix, and will let you know as and when I do implement it!

Once again, thanks a ton! The seminar was great!

 

Valmont Industries USA

Mr Bob Meaney

President

 

Thanks again for inviting me to the seminar. I am impressed by your approach and I am also amazed at the number of bright people you got into a room together. It was fun!

 

 

ACC Limited

Mr Manish S Sharma

Head-Large Buyer

 

Thank you for the Knowledge imparted. It was very eye opening session particularly non-price part of price & price justification part.

Also eye opener was Value curve .Will suggest that we can have few more case studies related to Customer Value part.
Best Wishes .Will catch up when you will be in Town.

 

Ceylon Pencil Co. (Pvt.) Ltd

Mr Chandana Fonseka

Manager Consumer Insights

 

Thanks for your valuable follow-ups and motivation by sharing insightful leanings with us.

 

We are, in fact, arranging a meeting with our relevant stakeholders to share what we learn from the session. Hope they will all be impressed to see them

 

Bry Air Asia Pvt Ltd

Mr Dinesh Gupta
President 

 

I enjoyed interacting with various participants during the seminar and also learning from your experience.   Surely this will be helpful in our pricing strategy for various range of products.

 

BalmerLawrie

Mr Anand Dayal

Executive Director

 

The seminar was thought provoking and I will look to take it forward.

Let me discuss internally and get back to you.

I am marking copy of my mail to Swapan to keep him updated.

                                                                               

lRS Components & Controls (I) Ltd

Mr Bharat Khanda

Marketing Manager

 

Recently concluded pricing workshop was really very good where lot of information about customer value management has been taken by me as an important outcome.

Electrotherm (India) ltd.

Mr Avinash Bhandari

Jt. Managing Director

Very interesting and insightful.

Hoping to take the relationship forward.

Let us be in touch.

Electrotherm (India) ltd.

Mr Suneel Kulkarni

Executive Director

 

The seminar was really very interesting.

 

The ideas were new and interesting.

 

Coromandel International Limited

Mr Kapil Mehan

Managing Director

Congratulations on the success of your conference in Munich. I would like to wish you continued success in the future as well.

 

 

 

PPS Orlando Pricing Seminar Testimonials or Go to CVF Testimonials

 

Society for Human Resource Management

Ms Mary Ann Bui
Director-Market Research 

 

Unfortunately, I don’t have time to provide such detailed feedback at this time, but overall, I did learn a great deal from the conference.  I did not attend your workshop per se but you did share with me some of the highlights in a side conversation which was very helpful.  I would say that your workshop was one of two that  provided a solid framework and business rules from which to operate.  That was something I remembered that I wanted to share with you.

 

 

 

MSA (Aust.)Pty. Limited

Mr John Preen

National Contracts & Pricing Manager

Australia

 

Thank you for your follow up email and for your questions in relation to the PPS workshop "Value Creation and Enhanced Pricing: Increase Profits Through Right Customer Value Pricing". I have been back in Australia for 3 months and although our Christmas and New Year holiday season has seen a slow down in business activity we are now starting to see a full return to normal business operations. My journey on the Strategic Pricing path within MSA is slowly developing and the more exposure I have to this very interesting business direction the more comfortable I am in my actions. Obviously the advice and guidance from the other MSA Pricing Managers around the world is assisting me in my steep learning curve.

I have provided some feedback to your questions below and trust they indicate that I was listening and paying attention during your informative and enjoyable workshop.

Take care and hopefully our paths will cross again at future PPS conferences and workshops.

 

1. Did you learn something new at the workshop?

 

Everything I learnt at the workshop was new as I was only in this new position of Australian Pricing Manager for a period of 3 months.  What? The most interesting aspect of the workshop was the discussion around Customer Satisfaction surveys and Customer Value Management. Our business conducts 6 monthly customer satisfaction surveys and the Net Promoter scores. It was very interesting to talk about and listen to the different perspectives on these initiatives and how there is a big difference between the two.


2. Did the workshop help you think through optional methods of pricing and creating value?

 

The workshop gave me a good understanding of the different pricing methods and value creation How? One key take away I took from the workshop was in relation to the way we perceive customers and the need to have the customer at the forefront of our thinking. Currently we are focused on our internal requirements or processes without real understanding of the customer's perception of the value we provide. As we sell via distribution our prime focus is on these customers however our value proposition should be extended to include their customers e.g. the business user and the individual using our product and even as far as their family and friends. We are providing safety products which protect these people and enable them to return safely home to their families. This is now part of our value proposition.  

3. Have you been able to use the techniques learnt at the workshop? How?

 

I have been trying to use the knowledge from the workshop to influence the decisions we are making in relation to product launches and evaluation of pricing in respect to the value proposition we provide. My concept for product releases in Australia now incorporates a value creation for both the end user customer and the distributor  whereas previously we were only focussed on one or the other.    


4. Was the workshop worthwhile for you? Why?

 

I found the workshop very informative and enjoyed the questions and debate in respect to the ideas you presented. As mentioned above, the discussions and new understanding of the differences between Customer Satisfaction surveys and the Customer Value Management where excellent and gave me a greater understanding of the concepts of customer value creation and this has also been supported by your excellent book which you were so kind to give me.

My pricing journey is in the early stages but I am thoroughly enjoying the new learning's and understanding of the strategic pricing strategies and of the different concepts required to fully deliver increased profits and shareholder value. It is a very exciting field and one I am enjoying each day although I must admit it does come with a large amount of frustration in trying to communicate the message throughout the business. Old habits and concepts can be very difficult to change.

                                                                               

 

American Express

Mr Jay Jabbar

Senior Manager – Consumer Pricing

 

1. Did you learn something new at the workshop? What?

 

The model to estimate customer value was the highlight of the workshop and perhaps the conference.


2. Did the workshop help you think through optional methods of pricing and creating value? How?

 

3. Have you been able to use the techniques learnt at the workshop? How?

Unfortunately, no. Regulatory activities have been keeping us quite busy in areas other than creating CM value. But you could say, that operational excellence creates value to the portfolio of customers as a whole.


4. Was the workshop worthwhile for you? Why?

Yes, it was. I wish more workshops from the conference could’ve provided us with useful models. It would be more worthwhile once I can use the models at work.

 

 

Quantiz Pricing Solutions

Mr Andre Koeppl

 

 

1. Did you learn something new at the workshop? What?

Yes, I’ve never seen an Importance Performance survey as you showed in your seminar. You gave me new insights about how to exploit better the information of this kind of survey and interpretation.

2. Did the workshop help you think through optional methods of pricing and creating value? How?

I believe yes, we use Importance Performance as an additional way of capturing insights to create value. It’s difficult to rely just on these surveys because of the natural bias of the method.

3. Have you been able to use the techniques learnt at the workshop? How?

Yes, we tried this method in one of our projects, but the client wasn’t able to spend more than 15 minutes during the survey. As you must ask about their evaluation of your attributes and the competition’s attributes and there were many attributes, it’d take too much time. We had to adapt this method but I believe with a certain loss of functionality.  In general, Brazilians don’t want to spend time in surveys, they think more than 20 min is ridiculous. It’s difficult to implement this culture of gaining systematic data through surveys…

 4. Was the workshop worthwhile for you? Why?

Yes, You gave me new insights about how to exploit better the information of this kind of survey and interpretation.

 

 

 

Rob Kantor, NBC-Universal

 

I just wanted to thank you again for a very insightful workshop, the copy of your book, and the great discussion over the course of last week.  It was my team’s first exposure to pricing at that level, but it has sparked a lot of interest and ideas already.

Just wanted to pass along my contact info in case you needed it and hope you had a safe trip back home.

 

 

Customer Value Foundation Testimonials or Go to Pricing Seminar Testimonials

Renouveau

Ms. Joan Saint-Prix

Consultant, Speaker, Coach

Mumbai India         

 

I have enjoyed receiving your newsletters over the last year and have forwarded them to my family and friends who run their own small businesses and to some young executives too. 

 

All value the information and have commented that they and their teams have gained much both professionally and personally.

The newsletters are 'eye openers' and 'reminders'.

 

I look forward to receiving your CVF Newsletters and wish you and your team the very best.

 

ICICI Bank

Mr Gopalan Subramanian

Deputy General Manager

BandraKurla, Mumbai

 

I do appreciate your service and the value that you attempt to bring out is really very specific and meaningful.

 

I am not able to read all the articles but I do go through specific ones and I found them quite useful and thought provoking.

 

Mahyco

Mr. A. R. Subbarao

SBU-Head

Mumbai

 

I have been receiving your Newsletters and articles. They have been very interesting & valuable. I owe my sincere gratitude to you for this.

Trust you are doing well.  It is great to see you immersed in your mission of spreading the awareness about Customer value, thereby creating overall value for the organizations and the society.

 

T.R. Chadha & Co., Chartered Accountants

Mr Vikram Gera 

Senior Vice President

New Delhi 

 

Greetings for the day!

I truly appreciate the initiative you have taken and the work your organization is doing.

I wish you all the best for all your future endeavors.

Looking forward for receiving your newsletters regularly.

Godrej & Boyce Mfg. Co. Ltd.

Mr Anil G. Verma

Executive Director & Head

Personnel & Administration

Mumbai       

 

Thank you very much for the news letter.

 

KaimalChartterjee& Associates

Mr Ravi Kaimal

New Delhi

 

Many thanks for sending this thoughtful article. I hope this would be widely circulated - especially in the finance world - where often the excel file is considered more important than reality. This has also been written about quite well in the book "Boomerang".


Look forward to more insights,

 

HDFC Bank-Quality Initiatives Group

Ms. Harmeet Chadha
Sr. Project Manager

Many thanks for sharing various customer value articles/newsletter with our organization. We appreciate it.

Quality Initiatives Group is responsible for driving bank wide customer service excellence and executing various initiatives in order to enhance customer value. Therefore, please suggest if you could subscribe Mr. Ratan Kesh (Head - Quality Initiatives Group) and me for these customer value articles and newsletter which will help us to enrich our experience.

This is also providing us a platform to connect to your company.

Indo-American Chamber of Commerce (IACC)

Ms Sapna Samtani

Executive Director

Bengaluru 

 

Thank you for sharing this Mr. Mahajan. Truly an eye opener

 

ASIA MOTOR WORKS

Mr JeetKasar

Country Manager

China

 

Thanks, good article.

 

Group Consulting Editor-Zee Network

Mr Rakesh Khar  

 

Quite an interesting piece (About Article “How to Get Senior Leaders to Change”). We must re-connect sometime soon. It has been quite some time that we spoke or met. 

 

CSIL (Combined Systems)

Festus O Fokolawo

Very good article of the week

 

World of Customer Service

Mr Don Hales

Managing Director

Bedfordshire, England 

 

Good stuff

 

EMI-1

Jim Carras

 

Great article!  Hope all is going well with you.  It seems we have lost all energy for EMA-I.

 

EMI-1

Jim Carras

 

I have been very impressed with your article's of the week series.

 

A thought for you to consider, EMA-I is going to invite a few industry leaders to have a blog on our EMA-I website (public side).  I thought this could be of interest to you as your area of customer value can be tied to Portfolio Management.  It is very important to understand the customer as companies objectives are translated into projects and then implemented.  Somewhere in this process the relationship to the customer is lost. 

 

Esab India Ltd

Dr. Govind Hariharan

Chief Operating Officer

 

 

Thanks Gautam. Very interesting piece.

 

Phil Faris Associates

Mr Phil Faris

President

 

Thanks for the great article.

Indira college of Engineering

and Management

Mr Ravinder John
Director - Placements
Pune

 

While I eagerly look forward to your articles on account of its insightful & value-added contents, your latest trailing mail has been so far the most interesting read, especially the "characteristics leading to exceptional service" as contained towards the end of the article.

Thanks for the initiative.

General Info Tech

Gen. Mhaisale

Deputy Director

New Delhi

 

It is indeed an interesting article.  However, The Balanced Scorecard Approach may be the remedy here. The holistic view of an enterprise has to be taken. The business belongs to shareholders, in multiple forms (individuals, government, FIIs, Banks, NBFCs, et al). The value is to be provided to the customer for maximisation (optimisation may be a better word) of wealth to the shareholders.  However, the interests of the stakeholders (most importantly society, government, mother earth) has to be carefully guarded).

General Info Tech

Gen. Mhaisale

Deputy Director

New Delhi

 

 

It is an interesting article. 

 

The stress could be laid on "Change of the Mindset".  The great companies, although having been founded may be even more than 100 years back, have the reputation of having the mindset of a young company of say 4-5 years. I conduct sessions on "Leading Change, Creativity and Innovation "and" Corporate Transformation and Risk Management".  May be we could interact more meaningfully.

General Info Tech

Gen. Mhaisale

Deputy Director

New Delhi

These are very interesting facts brought out and enunciated.  The link between values and ethics could also be touched upon. These are getting increasingly relevant and crucial for the sustainability of a firm as llustrated through the example of Tata Companies by you.  How about the MNCs?

General Info Tech

Gen. Mhaisale

Deputy Director

New Delhi

I must complement you on this write-up.  In fact it is the MISMATCH between the ambition and the available resources that drive any CEO to adopting innovative practices such as hand-written letters.  It is stretching oneself to reach out to the customer. Everyone knows customer is king. However, the CEOs who stay and empathise with customers are the ones who will call shots.  The hallmark of any great innovation is "SIMPLICITY" and who else can highlight this better than Steve Jobs through his path breaking iPOD innovation with motto of "1000 songs in the pocket",  " Any song, three clicks away".

 

General Info Tech

Gen. Mhaisale

Deputy Director

New Delhi

It is a well thought out article.  You will agree with me that a business to be ethically sustainable, customer happens to be at the forfront of any business.  This is evident from Tata Business Model Towards  Global Excellence or GE or any reputed company. You will recall as to how Steve Jobs changed the customer profile by creating new experiences and delight for his potentail customers through breakthrough innvations such as iPod, iPad or iPhone.  You also saw how the Japanese invaded the Japanese auto  and electronic market through various customer oriented initiatives such as close customer service (other practices such as Kaizan , KanBn ,  Lean  manufacture are not customer oriented),  better product life cycle support and so on.

 

Hence it all depends on the leadership as to how one defines and  shapes the customer taste / experiences. An initiative such as BuildWISE by Tata Steel is a case in point.

 

DLF Pramerica life Insurance Company Ltd.

Mr Rajesh Koul

Vice President. Business Excellence & PMO

 

Sir, thanks a lot for this wonderful article, it is really thought provoking...

As discussed with you last time we meet , I have joined Management Program from Faculty of Management Studies -Delhi University. It been a week since I am attending evening class and was adjusting with a new schedule and a balance between work+ studies and Family... which was keeping me busy...

Days before I met you , I thought I new everything about customer ( Being a Black belt, master black belt in six sigma) ... But I have realized I no nothing ..

I will study both your books and will get back to you for next steps...

Wanted to thank you for a new thought and will like to be in touch with you to guide and mentor me....


Tata Chemicals Ltd.

Mr S.B. Sarkar

 

Thanks you sir for including me in your valuable learning E-Mail Chain.  

 

Leadership Excellence

Mr Vinod K. Dikshit

Managing Editor

Australia

 

Many thanks for your mail and a most interesting article you have sent along with it. I'm not a management teacher, not even a student. But I
believe that success of any business rests on its ability to meet the demands of its customers. The happier the customer, the more
successful is the business. The customer is the reason for a business to be in business--he is the king and must, therefore, be respected
and kept in good humour.

I'm in Canberra and would be most happy to meet you when I return to
India next months.

 

Malviya Chemicals & Pharmaceuticals Pvt. Ltd.

Mr Binod Malviya

Managing Director

 

Thanks very much Mr. Mahajan. The article made good reading.

 

 

Indo-US MIM Tec

Mr Manoj Kabre

Vice President – Marketing

 

 

I am impressed with your note below. It is indeed true..I have experienced it for the past 18 years, that I have been in the field of Sales & Marketing for global markets.

It would be a pleasure to keep in contact.

 

Sovereign Tech Engineering Services Pvt. Ltd.

Mr Robindranath Som

Chief Operating Officer

Mumbai

 

Thanks for sharing the interesting and valuable insights.

 

 

Ex-IG

MI Khan

 

Thanks for sharing the valued information.

 

Ex-IG

MI Khan

 

Thanks for the article sent across. It's informative,thought provoking and interesting as well sir.

 

Customer Focus Consulting

Eric Fraterman

Principal

 

 

Great article. Really appreciate it!

 

N.V.  Associates

Mr N. V. Srinivasan

Chief Consultant

 

Thank you for your information, which can provoke positive thinking.

 

FEI Cargo Ltd

Mr Pratap Nair

Director

Very good sir.

 

Chavi IT Services Pvt Ltd

PBV Raajan

Director International

 

Your emails are informative

 

Zuari Adventz

Mr HS Bawa

Vice Chairman

New Delhi

Doc Searls article on the customer of the future is really scary.  We really have to take a serious note of it and all our future sales and marketing strategy have to factor this in to ensure that we are not caught unawares.  We can ill afford to not take cognisance of the might of the customer as they get more and more empowered.

Symbiosis Institute of Technology

Mr Narayan Pisharoty

Professor and Head  E&TC Department

Good one. Many companies in Canada have a day in a month when Managers cook and serve breakfast to others.............

Raman Govindarajan

Indo American Chamber of Commerce (IACC) TN

Chairman-(IACC) and CEO-(PerfSYSTEMS)

very apt and impressive quotes from Peter Drucker, and reminds of recent sessions with Marshall Goldsmithat San Diego.  I will certainly have the blue box printed and framed in my office.

 

Also very impressed with your background.  Not sure if IACC was able to leverage your background/knowledge.

 

ICICI Lombard

Mr Shankar Nath

 

I am Shankar Nath, and I look after the marketing function at ICICI Lombard.

Mr Bhargav Dasgupta, our CEO and MD , had forwarded the email you had sent him.

I will surely get in touch with you if we need any help.

 

The Pricing Analytic Group Inc.

Mr Dick Sobel

President & Pricing Consultant

Very insightful

 

Mr David Physick

Principal Consultant at Glowinkowski International Ltd.

United Kingdom

 

Gautam’s excellent remarks remind me of two important points. Drucker said you start a business to meet a customer need and invest in it to make money, a crucial distinction. And, if I recall correctly the definition of an organization is something like a “a group of people working together to achieve a common aim”. So, both supply and demand side concern people. Let’s create organization that people enjoy working in and it’s a buzz to be a customer of. Do the right thing for both and Drucker’s investors can also be happy over the long-term too!

 

ZK Global Enterprises Umberala

Mr Zubair Bangash

Partner Haier Pak laptops/President World Golf Association Pak/Board Member in 50 Fortune 500

Thanks for the direction. I agree with you and have starting thinking on your advice.

 

 

ZK Global Enterprises Umberala

Mr. Zubair Bangash

Partner Haier Pak laptops/President World Golf Association Pak/Board Member in 50 Fortune 500

 

Thanks for sharing the valuable note. I am very much customer oriented person, and wants to learn till grave.
Can we do something together?

Looking forward to your advice.

 

 

Tata Steel

Mr M C Thomas

Executive In Charge, Western Africa

Nice indeed

 

 

Deepak Wadhawan & Co

Mr Deepak Wadhawan

Senior Advisor, Risk Management & International Audit Services

 

Thanks. Nice article

I am happy that you have also started sending “selected readings”. When I started it , I had doubts but now I have a mass following.

Aditya Birla Group

Mr Ajay Kakar

Chief Marketing Officer-Financial Services

Mumbai

 

Your recent ‘article of the week’ was shared with me by a colleague and I truly found it to be interesting, engaging and enlightening.

 

Would like to be added to your mailing list. And if convenient, catch up some time.

Profit Optimization Strategies

Mr Steven Pinchuk

Founder and President

 

I think that we have the same idea and are approaching it from different, although, complimentary perspectives.

 

The NewComm Global Group, Inc.

Ms Lucie M. Newcomb

Founding Principal

 

Impressive! Thanks for the info!

The NewComm Global Group, Inc.

Ms Lucie M. Newcomb

Founding Principal

 

Thanks for yet more great insights, Gautam, and belated Diwali good wishes to you also.

Client Success Group Inc

Mr Bill Ezell

CEO and Founder

I could only smile reading your message; I’ve been discussion the client’s buy-side requirements and buy cycle for years.   Some days I actually see where I’m making progress…

 

Janalakshi Financial Services Pvt. Ltd.

Mr R. Srinivasan

Chief Executive Officer & MD

Thank you Gautam. I have also sent your article “How SME’s benefit by Creating Value for Customers: a case study” to my SME division,

CFCL

Mr JS Gogia

GM

CVF is indeed well thought over intellectual inter action for the professionals who are engaged in the pursuit of business. I always love to have such emails.

I reciprocate the new year best wishes to you and family members. Rest when we meet again.

Combined Systems (CSIL)

Mr Festus O Kolawole 

Group General Manager

 

Yes! We thank you too for your numerous Epic Topics and the positive effect in our Organization here, it was quite wonderful

 

We wish you and your beloved ones the best of the season, productive and fulfilling 2013 

FEI Cargo Ltd

Mr Pratap Nair

Chairman

 

What you are doing is kind of a social service. By educating us on various subjects, u are making us more productive and this makes us create more profits and this leads to more taxes to the exchequer. Do they value your efforts? Its high time people like you are recognized by the government. Itswe , your readers who should be thanking you and praying for your good health , happiness and prosperity for this new year and the years to come, so that you continue serving people in general and me in particular.

 

1 to 1 help.net Pvt. ltd

Ms Ranjana Rawat

Regional Manager - North

 

 

Your Newsletters made for an interesting and informative reading

 

Interface Agricultural Technologies Pvt Ltd

Mr Ramachandra Murthy P.

Founder and Chief Executive Officer

Thanks for your initiative as well time. Appreciate!!

 

HRG

Mr Ravindran Vathsala

 

 

Yes I keep reading your articles which are interesting

Sapin

Mr Nestor Bouvier
President

Dear Gautam, nice job

 

 

 

OASIS

Mr Michael Poulin
Member of SOA Technical Committee

 

Hi Gautam,

I am impressed. Is this what you meant by "converting this into a seminar". I think it deserves trying, at least. IMO, this leads to the second fundamental value of a business in a capitalistic world - satisfaction of people needs. This, in term, leads to my model of Enterprise Business Architecture. Nonetheless, I have not found any tangible value in this stream yet (similar to your Customer Value Pricing).

If you have ideas to start with, I am ready.

Azelis (India) Pvt. Ltd.

Mr Hans Udo Wenzel

Non-Executive Director

Very nice invitation and highly creative! I would like to join and attend the seminaire!

 

American Hotel & Lodging Educational Institute

KV. Simon

Regional VP

 

It is important to do always that which is Right, True and Good always to maintain a  sustainable balance 

In turbulence.

 

 

Areva T&D India

C.M.A NAYAR

Board Member

 

Thank you for the note and the article . The values as perceived by the customer are changing constantly due to

a continuous reassessment of the requirement and an increased awareness for sustainability . This would mean

that competitive advantage of a company is put to test systematically in view of the changing market environment .

In my view, the " throw away philosophy " in consumerism will have to disappear with a more logical approach

for "consuming less but consuming better "  ( this is a rough translation of a well known expression in French

"Consommez moins mais  mieux.") . This expression may mean different things in different countries . In developed

nations , this expression  may mean a certain type of protectionism for shutting out cheap imports and consuming  

 locally made goods  in smaller quantities but with higher unit prices . Real cost of any product will have to include

Life Cycle Cost  with the notion of " cradle to grave "  and  particularly the cost of management of end of life of products

and recovery of value through recycling and reuse .

 

Kushwah & Company

Chartered Accountant

Mr Mukesh Singh Kushwah

 

 

Thanks for so nice write up

Solcon Engineers Pvt Ltd.

Mr G.B. Ghule

Executive Director

Sir, You may be absolute right ,but can you wake them when they are pretending . Can you improve their intentions of avoiding legitimate dues  by giving n no of reasons, to which very difficult to resolve them. Seek solutions for this .We believe customer is 100% right. 

 

B.School

Mr Kuruvilla Abraham

ED & CEO (also Chairman Civic)

 

In other words, perception is reality and that perception gets modified with time!

 

Mr N. Viswanathan

Chennai

Thanks for putting me on your mailing list for such Customer Service oriented articles.  I have been going thru all of them and learning from them.  I liked this piece particularly because I am able to relate with the contents with my own experiences and memories of the same.  Very valid points about feedback being taken after allowing some time for the customer to 'relish' & mull over the experience in calm and form a final and more logical memory of the same.

 

American Hotel & Lodging Educational Institute

Mr KV Simon

Regional VP

A hearty Amen to your thought dear Mahajan

 

 

VSK Strategies (Management Consultants)

Mr. VS Krishnan

Chairman & Managing Partner

Thank you for your thought provoking article. Reminded me frankly of my experience of several years back in a Top notch Corporate where the Chairman personally chaired every week a 'Thursday Meeting' with a single point agenda....Customer Feedback. The aim was to respond expeditiously to the voice of the customer & the aim was reach 'Zero Defect' on Customer complaints! Leadership on such issues needs to come from the very top!

 

Metro Tyres Ltd.

Mr Jagdeep Sablok
Sr. Vice President-Operations

 

Thanks a lot for wonder full article.

Kindly continue

 

SPMG Strategic Pricing Management Group

Mr Dick Sobel

Partner

Good stuff

Hazel Infotech Pvt Ltd

Mr BC Chechani

Chief Executive Officer

 

It's really a powerful thought, you are advocating.

However, there is need of understanding and support from top management/ drivers of the organization to empower to think about and putting efforts in value creation.

I will explore your website to know more about

Azelis

Mr Hans Udo Wenzel

Chief Executive Officer

 

A great stimulation to change and to move forward! I would only suggest for your organigram to put the 'return' side of the CFO directly under the CEO's responsibilities: he must be the first watcher of segment shares, etc.

 

Kaimal Chartterjee & Associates

Mr Ravi Kaimal

Founding Partner

 

This is a very important topic which many MBAs do not seem to understand.

Just because they work on the numbers in Excel files, they are under the illusion that they are the ones who know and control everything.

 

In reality the ones who create value are busy creating value, and often leave the number crunching to others. Creativity, customer care, employee care, cultural sensitivity, contextual provisions, etc, are just some of the issues which can add value and crate entire new businesses , but cannot be shoe-horned into excel files.

 

As Einstein said "Everything that counts cannot be counted, and everything that can be counted does not count".

 

CPD Associates Ltd

Mr Harry Macdivitt

 

I like your posts and in particular, I like the “Why Value Creation is more Important than Value Extraction?”.  I am putting together a conference talk and would like to include the chart you show in
the post.
 

Ms Beth Reed

Customer Relations Management

Greater Chicago Area

Comment on “Building Silos or Breaking Silos” CVF article of the week:

I agree Gautam, most customer transactions run across company departments (silos) and can therefore run into difficulty in those gaps between departmental responsibilities. Wise companies make certain that employees understand that everyone is in customer service (responsible for the customer's experience within their area of expertise) and everyone should have at least a basic knowledge of the entire transactional process.

Capgemini

Mr Bernd Marquardt

Managing Consultant

Comment on “Building Silos or Breaking Silos” CVF article of the week:

I think you make a very good point here. From a customer's perspective, you only see your supplier as a company and you have the expectation that you get seamless service, no matter who is involved in the background. By the way: isn't this the same attitude we have towards our suppliers, no matter if in private life of from a business perspective? 

Question is how to overcome the silos / internal barriers and help everybody in an organization to change to a customer centric attitude. As mentioned above, a customer strategy is an excellent approach in setting everybody's focus in this direction. When implementing such a strategy, one of the important facettes is the setting of the right measurement system. Companies should define KPIs and incentives across the various silos / departments or at least define what everybody’s contribution to these KPIs should be. Dashboards on customer centric performance should be visible to everybody in the company. 

There is also a need for defining cross-departmental processes and assigning owners to these processes. The definition of the processes should always come from the customer view: how (over which channels) are we communicating with our customers and what outcome do they expect from us. 

The whole area of social collaboration tools offers a lot of new ways how communication with the customer and customer centric internal communication can be managed in a way that silos are vanishing and communication will be without borders.

Fairfield City Council

Anna McLean

Customer Service Manager

Sydney, Australia

Comment on “Building Silos or Breaking Silos” CVF article of the week:

Great insight, too often the internal branches rely on the customer service team to support them and yet they think it is an easy job. I agree 100%, the service we provide externally cannot be as efficient and effective as it should unless there is true co-operation amongst the internal service providers. A company or organization develops products and services with a view for efficiency in production, cost effectiveness and customer usability. Silos were created to protect people and create the illusion of subject matter experts. Sure you need staff that have the expertise; however, if they do not participate in the service culture then their outputs may not meet customer's needs. Too often I have experienced the SME's lack of customer consideration, yet without them where would we be? Today, there are so many opportunities to listen to our customers and take their feedback on board to improve service that can also result in efficiency gains and improvements for any organization.

Get Satisfaction

Ms Hanna Johnson

Marketing Manager

Comment on “Building Silos or Breaking Silos” CVF article of the week:

You're spot on. To become the kind of customer-centric company that moves past business silos to truly prioritize the customer, you need to implement culture changes within your organization. Technology, like customer communities that bring multiple departments to one place to listen and respond to the customer, can help. So can having leaders who prioritize this, and vocalize that loudly and often. Generally, you need both to be truly effective. Thanks for sparking the conversation!

Galaxy Surfactants Ltd.

Geera Ramakrishnan

Director - Home & Personal Care (Global)

 

Recently I circulated to my Business Creation Team your Article on "De-Commoditizing Commodities: Add Value"

I enjoyed the Article

Well written!

 

IBM

Mr Sanjiva Dubey

Asia Pacific Delivery Executive IBM Global Account

 

Very good to read your “Death of Demand” article

 

Bank of Baroda

Mr Anil Khandelwal

Former CMD

 

Comment on one of  the CVF Article’s Presentation

The presentation is superb and speaks of the reality, prevailing now. Congrats

 

 

Aditya Birla Management Corporation Pvt. Ltd.

Dr. Santrupt B Misra

CEO, Carbon Black Business & Director, Group H.R.

 

 

 

Thank you Gautam. Very well said and I enjoyed reading your piece.

 

National Institute of Industrial Engineering

Dr Mandi

Professor of Dhandha

Mumbai

 

 

It is nice to know your slide show on MBAs and need for value creation. 

 

I am sorry to say that today's MBAs ( as you said..) are not even value extractors.. I always refer them as value eroders !

 

I m a professor at NITIE Mumbai.. an MBA institute.

 

My point is like this.. 

 

An MBA spend > Rs. 20 lakhs in two years of MBA , and DO NOT  earn even a single ruppee..  does it mean a student is   extracting any value out of MBA.? It is utter nonsense.. What an MBA earn when s/he completes one's MBA is not the issue. A real MBA need to earn when value is spend in real time. 

 

I work on the models how to make MBAs to create, extract and value release of the same. 

 

i wish we exchange mails..

 

 

 

IPL

Mr Saurabh Priyadarshi

General Manager (Chief Geologist) & Mentor(HSE)

 

Very relevant content.

How can we instill concern and commitment in modern corporates which believe in investing a dime and earning a dollar.

 

 

 

Tata Motors

Mr. Vikram Sinha

Vice President, Operations, Passenger Vehicles Business Unit

 

 

I enjoy your updates.

 

 

American Express India

Ms Larisa Sachdev Dhawan

Director - Account Management & Consulting

 

Enjoy reading your articles

Kodak
Mr. Hamayun Dhanrajgir

Former Managing Director

Enjoyed reading your pithy comments striking a true note

 

Chambal Fertilisers and Chemicals Ltd

Mr Hari Om Sharma

Deputy General Manager-Marketing

 

Thank you so much for being so good and knowledge sharing person on
the earth

 

Sales Through Service and Investors in Feedback

Mr Guy Arnold

Managing Director

Great little article: thanks

 

Tata Steel

Dr Dayal S Prasad

Head-Supply Chain

 

Thanks for sharing the article which provides a thought-provoking as well as informative input!

 

Geosteel LLC

Mr Gurminder Dhir

Head (Commercial/Sales,Marketing,BD)

 

 

 

Thanks Nice article please.

 

Actually I feel that in MBA courses , all MBA students should be taught about Entrepreneurship as a compulsory subject.

 

As the way automation is moving , more and more established companies will need less and less permanent employees and apart from core production and selling activities  in both manufacturing and service sector , most of other activities will be outsourced ,

 

There the role of entrepreneurship / contractors will come up in a big way.

Sobhagya Consultancy & Marleting Services-India

Prof. Rajendra K. Gupta

Owner

 

 

Thanks for sending the note.

 

The problem with technical education primarily and  some other subjects like psychology or basic sciences, is that the professors commanding positions in universities are mostly theoretical guys with 0 day experience in Industry or practice. Many mechanical engineering professors can’t even identify the type of bearing shown to them but they teach lubrication technology.

I am sure you will agree that most physics professors can’t fix a fuse in their homes.

 

What value creation we expect from such crap material.

 

It is time all of us write to UGC to make it compulsory for professors to have at least 7 years Senior manager level experience in Industry/business/consultancy or applied research in their stream.

 

AS you have international experience you know well that majority of Profs in USA have  industry background/consultancy and board room experience.

 

So that is point from where value creation will start in teaching.

 

Imagine a music prof. not able to play any musical instrument and having experimented with music composition in her life.

 

Secondly value creation comes from commitment to customer which sadly Indian Industry and baniyas and also teachers in universities lack. In latter it is mostly politics and manipulations.

 

I am about to write a note to chairman UGC from my NGO to make conditions for appointment of professors and I suggest you also please use your good offices to press the point and join hands with us.

 

 

Grange

Mr Harrison Zhang

CVM Manager

 

 

Thanks for your nice introduction about value creation, very interesting.

 

Select Direct Marketing Communications Pvt Ltd.

Mr Ramesh Iyengar

Managing Director

 

Many thanks for your views and I look forward to reading more of the same in the future.

 

My compliments on a tersely written piece that is engaging and communicates well…and definitely saves time in this over communicated world!!!

 

 

XLRI Jamshedpur

Adity Agarwal

HRM 2013-15

 

I’m a student of XLRI and I got the opportunity yesterday to attend your talk on Value Creation. I would like to take this opportunity to thank you for the deep insights you provided us. Your thought provoking questions helped me see the whole process of value creation in a whole new light. It was a topic I had never given much thought to up until now.

Thanks a lot Sir for taking out the time and delivering to us such an informative talk. Your stage presence and audience engagement skills have inspired me to develop my presentation skills and to work towards developing myself as a powerful speaker like you.

Hoping to get an opportunity to learn more from you.

 

 

L&T General Insurance Company Ltd

Mr Venkatesh K

Cheif Distribution Officer

Mumbai

 

I have been receiving the CVF’s interesting and relevant articles

 

Synergycorp International ( Pvt) Ltd

Keith Daniels 

Director

Sri Lanka 

 

 

Very nice message and thank you 

 

Usha international

Dinesh Chhabra

Chief Executive Officer

 

Going through the content of your mailer “Value Creation in Education” and the outcome of your discussions with Dr Sharma, I couldn't hold myself back and thus would want to share my personal experience with you.

 

My son, who was reasonably good in his studies, post his engineering and his joining as a trainee at Wipro, came to have discussions with his mother and me and stated " Dad you have wasted my 4 years, I couldn't be sitting at desk 9 to 5 and writing these stupid codes" My wife was upset and on the contrary I was feeling happy. Happy, because for the 1st time I realize I am talking to an adult, I am talking to a person who has been able to figure out what does he want to do in his life. I took the discussions forward and ask him what do you want to do? he said I want to set up a venture into adventure tourism, again he experience two different expressions, contrary to his expectation, I said good, I am happy, but how would you want to do it, He said give me a week, but meanwhile allow me to resign from my job. My response was it is your life does what you feel best to do but be aware of the consequences.

 

The boy came back after a week, gave me a presentation and a video to watch, going through the material I had tears in my eyes< i hugged him, i was seeing a young adult who has suddenly become man. A man who has develop the ability to see the value in something what he loves to do and i.e. "to be fit" He immediately knew what I would want him to do, since that day till today he is been following his dream, his love and is exactly doing what he wrote in his project report.

 

 To begin with he wanted to tell the world that I have potential to deliver what I am promising to deliver, He has done 4 mountains. About 50,000 Km of solo cycling... martial art black belt .....Cross fit level 2 trainer - attained a world rating in fitness. Now he has begin his own venture in partnership with another bright kid and has established cross fit box, once he will see the success he wants to establish somewhere near rishikesh a health and fitness park for professionals like us.

 

The purpose of writing this mail is not to tell you how good I am or my son is, purpose is, our today's education system should enable the kids to dream and bring in the ability, strength and courage to find value in what they dream about, If I would have put pressure on him to continue pursuing what I felt good for him, I would have seen perhaps a not so successful professional but now in him I see a person full of confidence, passion and an extremely cheerful happy and perhaps a successful human being.

 

Jubilant Organosys Ltd

DD Maheshwari

Vice President

We can create value for students and their parents if they can be provided right guidance for school leaving stage to select right course an college, and for those in college ( to volunteer/intern) to improve their employability quotient, and help them from spending money on coaching (large sums are spent without any return).

 

I do that in my small way, but the response at the right stage is not encouraging.

Same people come back later, and say how they can turn the clock back and heed to the advice/suggestion provided.

 

Things are better in the better colleges and institutes, but they are not even 0.5% if look at India.

Except for the metro towns, situation is pathetic.

Geosteel LLC

Gurminder Dhir

Head (Commercial/Sales,Marketing,BD)

 

My suggestions after reading your mailer “Value Creation in Education” are follow:

 

·        Any student finally goes for either a job or a Business.

·        User Industry for either Job/Business is Manufacturing/Services/Agriculture Sector..They will be final users of student skills either in terms of Job/Business.

·        So professional in these sectors should very clearly specify what skills the 360 degree matrices they are looking from potential employees or Business Owners.

·        Based on very thorough feedback from the Horses mouth further action to be taken by academician to devise courses taking into account both Job/Business segment.

·        Whatever they design get it vetted by the top  professionals in these sectors, Because they are the best judge. 

·        Then they can always take back feedback from students also as icing on the cake.

 

 

Voltas  Limited

Samir Palsule

Manager

 

I fully agree with you. "Value creation" has to be part of Indian education system and the same needs to be done not by the faculty of the college - but by the industry itself.

 

Whenever I interact with College students as a part of mock interviews / student's HR assessment / Advisory board / Internal Quality Assurance team, value for the students is "a job that will give them higher salary". Nothing wrong in it but sometimes violation of business ethics also does not matter in achieving this goal.

 

Hence to inculcate the correct values as expected by the industry while working, the Industry should interact with the school / college students and guide them properly on continuous basis.

 

 

Blue Star limited

Anil Sathe

Sr. GM - Supply Chain (Products Business)

Thanks for your mail. It is indeed an important subject and the conversation that you have described does touch upon question bothering many of us both as individuals and also as parents.

 

To put in simple terms value creation in every educational activity is a must. Let me explain.

 

In all discussions in business today we always focus on eliminating "non-value added" activities to make the structure /process lean, efficient etc. Essentially we are saying that we have no resources to spend (read waste) on non-value added activities. In educational world this resource for students is certainly time (in many cases money too). For educational institute it could be many more things including manpower.

 

Let me also say that the conversation suggests that there is a disconnect  between educational institutes and businesses, which is dangerous but true. It is almost like designing /manufacturing a product, hoping that customer may finally like the same. Obviously the results in many cases will be sub optimal.

 

Having said this it is obvious that educational institutes must first prepare students to understand various options and then also encourage them to learn more about the choice they have made and in turn make them ready for the same. In that sense the process is more like first part of value creation is linked to making informed decision and then off course making yourself ready to take the plunge. 

 

Last but not the least we still look at education as first step to get into good career and in turn good life. To a great extent today it kills creativity, some genuine research, and also discourages professions (like social services) which could be very satisfying to many individuals. However I guess that is beyond scope of this discussion.

 

Would be happy to stay connected on this or other activities that you are leading.

 

 

TNQ Sponsorship (India) Private Limited

Kuruvilla Abraham

Managing Director

 

Pleasure reading your articles.

 

 

 

 

 

 

Geosteel LLC
Gurminder Dhir

Head-(Commercial/Sales,Marketing,BD)

 

1. See Google , Microsoft and Apple are commercial companies there job it is to maximize sales and profits and as long as it is done legally there is nothing wrong in it , if they won’t do it then somebody else will , as long as there is market for their products and services.

 

2. 21st century onward I think we should forget about the privacy the way we used to think in earlier centuries , it is going to be more and more connected world with all technology advances taking places. Bottom line is all these companies collecting data about you is ultimately to provide you better products and services , they are there to sell you product and services. Finally the consumers are the real gainers.

 

3. Regarding your point about monopolies being created by these companies , forget it man .Time of monopolies are gone , we have already seen demise of Nokia and Blackberry and I think Microsoft is not going to survive very long with only two products windows and office.

 

So finally we should embrace everything with open arms and hearts as long as it is legal and offering us better value in terms of product, service, pricing etc. Rest will be automatically taken care of by market forces.

 

Blue Star limited

Mr Anil Sathe

Sr. GM - Supply Chain (products business)

Very well said.

 

I remember  reading articles by Sumatra Ghosal wherein he had given examples of companies who have worked only on cost reduction of products but had actually reduced its value dramatically by reducing life /reliability and so on,  Taking your eyes of the customer is something we cannot afford in any kind of business.

 

Another way to look at would be - Understand the value customer is willing to pay for certain additional features or new product and deliver the same at lower price. 

 

One more way could be to take a "life cycle cost" approach and make sure that aspects like service /reliability /long term warranty etc. are focused and built in the product .

These issues are critical but unfortunately get ignored many time when we chase only  ROI

 

Andes Trust

Mr Martin Pablo Leon O´Farrell

 

Thanks very interesting….

 

Brand Protection Associates
C PalSingh

Managing Director

 

An excellent analytical and thought provoking article. 

 

Thanks for sending to me.

 

KV Auto Clinic Pvt Ltd

Naveen Kshatriya

Founder, Chairman

 

Your short write-ups are very insightful. Just right sized in our time short world to get the essence of your thoughts. I share that with some people who love it. It wd good to catchup with you some time.

 

The Alchemists Ark

Sreeram Thiagarajan

 

 

I find your articles short and sharp, very valuable in these time- challenged days

 

 

 

Mr Vinay Kumar

 

It was very interesting to read your Article "Big Brothers:Google, Apple and Microsoft". It is very well written and content rich. I fully agree with what you say therein. 

 

Value does get destroyed when there is control. Value gets generated where there is creativity. Creativity and control are more or less indirectly proportional.

 

 

IIFL Private Wealth Management

Anshul Garg

VP-Wealth Management Services

 

I love the articles that you mail across.
This is a new perspective to look at irritants & how they impact us in daily life positively.

 

 

 

The Human Potential Project

Vibhuti Jha

President

 

 

 

Good analogy with AAP example. But he may prove once again that his nuisance value has value by winning some key parliament elections and by scoring well even when they lose. He has created a "value rebellion against corruption" - a concept every Indian recognizes is the really evil in India and knows it will take time to get rid of. So give him a chance. His mistake is again what you have really pointed out is his arrogance of a thanedar wielding stick against anyone and everyone, annoying everybody in the process. 

 

Let's stay connected. 

 

 

FlaktWoods ACS (India)Pvt.Ltd.
Anil Baijal

Managing Director & CEO

 

Good and valid logic about Value Creation by Nuisance Value. At least the illustrations prove the point.

 

 

 

 

Concord Village Apartments

Eneida Evans

Bilingual Property Management Leasing Agent

 

 

I have been following you Sir for quite a while, I am so proud of your humble leadership to serve and not be served. I have over 30 years of customer service and when I started so long ago....it was the era of true customer service, a family style way of communicating with each other and sharing the work. That era is long gone and I feel that it cannot come back due to shareholders stamp for 100% performance and revenue than caring for what their employees are needing or caring about. If they are unhappy, find another job, we could replace you without any problems.  

 

That's the attitude now and I have tested it time and time again throughout all of my career path journey.  Its a dogg-ey dog world now.  Its sad but true.

 

Blessings always Sir, your Latina diversity inclusion activist for a better caring and valuing others world.

 

Eduexcellence

Amit Arora

Corporate Relations

 

 

Thanks for the article. This article certainly will make think to create processes which can lead to zero complaints rather than fewer complaints

 

Tata Steel Limited

Dayal S Prasad

Head-Supply Chain

 

Thanks for sharing your article,which is very simply explained and  thought
provoking.
I am sharing it with few friends of mine.


 

GS Rattan

 

Very thought provoking and giving a new dimension to the conventional thinking of Value Creation. A new and fresh mindset needed and to be applied to redefine this concept.

 

The Tata Power Company Limited

Vijay Chourey

Head - Transmission & Trans Proj.

 

 

 

The articles are very valuable and I would like to continue receiving them

 

 

 

 

 

Concord Village Apartments

Eneida Evans

Bilingual Property Management Leasing Agent

 

You are truly amazing Sir, I continue to encourage wherever go, how important it is to value your employees, peers then the most important group "the customer".  If we are not feeling like our voice counts or feel like we are not valued.  Why should the customer benefit from our service?  But when a company sacrifices time to reach out to their people and hear new concepts, new ways that they can test within their own employees.  Wow, its a win win situation that will grow and become a pay forward concept model.  The employees will ignite a light (heart) to customers, peers and even take it within their personal lives.  Feeling needed ignites value.

 

I strongly feel Sir, that within the last 13 years or so, people have stopped trusting each other.  Even within families and communities.  We keep getting disappointed with each other and now we have shield ourselves with an harden invisible wall to our hearts.  We have hardened than soften.  Many are seeking truth when its been in front of them all along. That's when faith, hope and love come into play.  But no one wants to gamble with this concept anymore.  It takes time to seed, water and harvest and they want results yesterday.  How can we as visionarys' break this wall? 

 

Its like a roller coaster ride that doesn't end or start.  As soon as you correct one piece of this vicious cycle of human nature, there is another area that pops up and makes you feel like you didn't accomplish a thing????

 

 

IL&FS Energy Development Company Ltd

Ajai Nirula

Chief Operating Officer

 

Interesting!

 

Mr Suresh Rajpal

Visnova Solutions Pvt. Ltd.

Chairman and CEO

 

 

Totally agree with your comments. A note on Value Creation by CIO’s would be neat!!

 

 

 

 

Geosteel LLC

Gurminder Dhir

Head (Commercial/Sales,Marketing,BD)

 

This is a great articles and it explains the concept of Value creation in a commercial/non commercial enterprise in a beautiful way.

 

Actually these days with big data analytic and 3D printing available. Concept of value creation can be applied in real time for all product and services.

 

Ask the customer what exactly he wants from a product/service and with big data analytic you will be able to find out many value addition concepts for individual customer, which even customer is not able to spell it out to you directly..

 

Basic idea is that in future value addition will come through personalized products and services .Mass product and services will also be needed but they will not produce the same value addition for individual customer and hence you will not be able to make customer pay extra for these mass product/services.

Hence bottom line is that future is for personalized products/services for each individual customer by taking help of big data analytic / 3D printing and customer will pay you extra for these personalized products/services.

 

 

Jindal Steel

Mr Rajeev Bhauduria

 

 

Dear Gautam....thanks for sharing this very valuable 'piece of knowledge/learning of the new organizational constructs which would be relevant in the Post Lehman world....in the human age really speaking this was exactly what I meant when I said..'the purpose of new leadership is to create values beyond EBIDTA margins and PE ratios'....not just financial equity has to be earned, but more importantly, the emotional equity of the employees, customers and the community around......would be nice for us to meet and work around a concept which is dear to both of us apart from it being most important....regards,...Rajeev

 

ABInBev India

Mr Rajiv Sant

Director-Business Development

 

A wonderful thought provoking article.

Thank you for the insight.

 

Indo-German Chamber of Commerce

Mr Ashok Kumar

General Manager - Operations

 

Thanks for your mail inputs.

 

 

 

Visnova Solutions Pvt. Ltd.

Mr Suresh Rajpal

Chairman and CEO

 

 

I Am in TOTAL agreement with you. I always said that Satisfied / motivated EMPLOYEES drive CUSTOMER satisfaction and satisfied customers drive BUSINESS RESULTS. Its actually a closed loop since Excellent business results have a positive impact on employee morale and employee sat as well. It’s one of the factors anyways. 

I really like the idea of the HR Manager  viewing his role as “ The Chief Employee Value Creator “. 

Great stuff.

 

 

 

 

 

Geosteel LLC

Mr Gurminder Dhir

Head (Commercial/Sales,Marketing,BD)

 

 

Thanks a lot for your mail.

 

Well to tell you very frankly I am not a big fan of HR department. Only job where they provide value addition is to do the job of Talent scouting for the company.

 

But with LinkedIn and other social networking sites coming in, I think they can take care of this talent scouting job for a company in future very well, we still do not know how effective big data can be.

 

Once the talent is in the company, I do not think HR has much role to play. It is the job of Line managers like CEO, COO, CMO, CFO, CIO to run the business and they will do fine whether HR exists or not.

 

 

 

 

 

 

Ashok Jena

 

 

Hi!, Lot of thanks for strengthening HR .How Important for a Organization as a Line Manager HR along with the Line Manager Unit .on the way everyday our journey with huge rush in any mode of communication always the sound comes in our ear someone is moving one company to another no matter the company size more than majority is only for the purpose of Line Manager unit less than majority is for enhancement of pay or for better opportunity. Which company in the World success for retaining talent? We have raised the Issue and Solution as well how important for any company Line Manager HR although it is a crucial part for HR most senior people from HR having certain Interest in Research mind engage in such job can make the Journey of the company big to bigger. 2) Creating Value of Customer more or less maintain everywhere but how creating more value for Share holder is not a fact only it’s a great subject in current environment to make this practice perfect involving large data management and data analysis sharing continuously not only enhance the interest towards business but also close the gap for binding with business.

 

SCMS

Dr R.K. Gupta

Director

 

Thanks for nice write up

 

 

 

Customer Think

Bob Thompson

CEO

 

Great time at dinner meeting this week, discussing my new book Hooked on Customers and customer value creation. Special thanks to Dick Lee, Andy Rudin and Barry Trailer for flying in to participate. And to Gautam Mahajan for visiting from India to lead the discussion. Four key questions to ponder: 1. Do you know what really matters to your customers? 2. What emotion do they feel after they interact with your firm? 3. Do employees genuinely care about provide a great experience? 4. Are you giving too much attention to technology? Read the full post: http://dlvr.it/5csPxR" Value Creation — Doing “What Matters” to Customers

 

 

 

 

Glowinkowski International Limited

David Physick

Principal Consultant

 

 

Gautam,

What you write about in today's newsletter reminds me of activity I drove forward in one of the UK banks many years ago.  Following a visit behind the scenes at Disney, we saw them encouraging their staff, sorry cast members, to hold conversations that they called "Good show, bad show".  This was a means by which cast could bring into work their own experiences of being customers.  What were good ones, what were bad ones?  What could be learnt from each situation?  How could that learning, i.e. to do more of the good and less of the bad, be "adapted and adopted" into Disney's approach.  Very powerful.

I often uses a couple of quotes.  One is an old Native American statement, "You cannot understand another man until you have walked a 1,000 steps in his moccasins."  The other comes from the magnificent novel, To Kill a Mockingbird, "To see someone else's perspective, you have to pull on their skin and walk around in it for a little while."  

I once accused my colleagues of being "institutionally hypocritical" for espousing much rhetoric about the customer but actually doing little to improve their experience compounded by their delight at talking about instances where they had "taken to task" a business they were dealing with as a customer.

It sounds as though you have found a very rich and effective manner to open up some powerful conversations that, hopefully, will precipitate action that will enhance the customer experience and generate value for all.

 

 

 

 

Tata Chemicals

SR Desai

Customer Services

 

Dear Sir:

Greetings…!!!

This is to inform to that since from few moths I have stopped receiving following from CVF, though I have not unsubscribed from my mailing list.  I am used to read and this helped me personally to gain the knowledge and updates related to Customer Values and for my job profile.

I rigorously follow ‘Attribute Tree’ to increase CSI for my organisation, which I have learnt from you. Thank you.

 

 

Rocket Builders

Steven Forth

Consultant

 

 

Gautam, you created a bit of a stir in Vancouver. Alan, Rob and Thealzel have all mentioned your ideas on more than one occasion and it was the theme of much of the conversation of a dinner I hosted last week that Rob and his wife Cynthia attended.

 

 

GVP Partners

Mike Corcoran

Founder

 

 

Gautam, Nice message!

Thanks

University of Indore

Dr. J. Sonwalkar

Directorate of Distance Education
and
Professor of Marketing

 

I fully agree with the points raised in your discussion about the real customer value delivered to the customers, which is missing in most of the Indian companies.

 

At the most the companies take or send a feedback form to the customers and feel that they have done a great service by taking feedback.

 

In case of complaint or problem with the customers the company gives standard reply and customer is left to his/her fate.

 

There is a great need to not only do international marketing of this concept to the internal employees of the company but also there is a need to make customers aware on up to what extent he/she can get benefits from the company.

 

I am ready to help you develop this area further if you deem it fit.

 

Best luck, keep me informed the progress.

 

New Addington Job club

Jayne laville

Project manager new Addington job club

 

Thank you for sending this. It made me laugh, very good. If companies continue in this current pattern we will have more than the whole of Europe laughing at us I assure you. How can they not see the obvious? Clarity, clear, common sense.

 

In the past when i would train people, (i used to have to gag my Autism down, as in literally bite my tongue to stop it speaking) because people simply didn't get it; !?! A customer orientated society we are not! I myself so far have written negative comments on three big names   for example sky," new customers get a free box and existing customers were told to pay either £69 installment or wait a year and a half to have it for free" i like this example of our customer orientation as a whole country, it’s simple to see were they have gone wrong. Just Imagine you are the customer and then decide the best possible outcome, giving added value with a smile whilst you deliver total customer satisfaction.

 

 

But what if the sales department are being unchecked?  Selling unashamedly to hit that target, picking up the pieces is customer service, how they can take being shouted at in high volumes. My hats off to them, personally i would like to smash those automated machines, now one i use has put a 2minute advice sale advert in between you inserting your debit card numbers and pressing confirm, you have no choice but to listen, my teeth are clenched by the end of it.

 

What cheek!
I believe in a marketing orientated culture with customer focus being its drive. Companies that do implement this structure would be successful. For social media, i would hire somebody to manage it for me, a dedicated manager, who would set up the accounts on the obvious sites such as Facebook, LinkedIn etc,

 

Then blog and scour sites for mention of the brand. Give Immediate responses; keep an eye on the competition etc.

 

Indeed we are in the digital age.

 

M.V.Narayanan

 

 

 

I read with interest your mail. There is no real empowerment of customer interface and the interface is slowly vanishing.

 

Take a simple case of a Burger. It does not fit into your mouth and the contents overflow. The sachet are still not easy to open.

 

There is a good article in HBR titled "Staple yourself to a Customer Order” and go through its Journey in the organization. 

 

The front end or the people for the customer interface are even outsourced today.

 

Simple practice of Management by Walking around the Customer Interface area would help a lot.

 

Lot can be done with simple ways when you have serious interest in customer.

 

Infrastructural Projects Globally Consulting

Narendera K Gupta

General Manager

 

 

Thanks Gautam for update and knowledge article. It is a learning experience.

 

 

Schneider Electric

Ms Inci McGreal

Senior Electrical & Electronics Engineer

 

 

Gautam thank you for adding me to your network. The conversations you are hosting are very insightful and to the point. I am honored with our connection.

 

Petcon

Vinay Kumar

 

 

 1.  Thank you for your very interesting views on “Employee's Journey".

 

   2  Unfortunately  I could not down load the full  article  and  I

   Request you to send it again.

 

   3. I share the importance of the subject.

 

   4. I have looked at an employee's journey in different parts:

  

   4.1. Evolution of the employee by structured inputs,

   4.2.Evolution  by  his  own spirit of  adventure;  this  includes

   internal   interaction  with  different  associates  and   groups

   Irrespective of level, in the organizational fraternity.

 

   4.2.  The evolution by way of structured and  adventurous  inputs

   from  all external associates including   consultants,  auditors,

   Banks, financial associated and customers.

 

   4.3.  The  evolution  of  the  company  and  the  impact  of  the

   Individual’s evolution on the company.

 

   5.  I am aware that several large organization -  Shell,  TOTAL,

   Indian  Railways, Government of India  (IAS) etc. do have a  well

   intentioned  program in the travel schedule of employees during

   Their careers. Often there are many deviations in  the  journeys

  due to external factors, but, committed professional organizations

   Retain their focus on the travel schedule.

 

   6. You will surprised that several Chairmen of the Railway  Board

   in  India and several Cabinet Secretaries have been the  products

   Of such planned journeys.

 

   7.  Sadly  the  number of persons  reaching  the  destination  by

   Accident rather than by a planned journey is growing.

 

   8.  It  will be a pleasure to sit and have a chat  one  of  these

   Days.

 

 

Formerly with Dept of Science and Technology, and Professor, IIT Delhi and Roorkee

Vinay Kumar

 

 

 

 

It is a very thought provoking Article.  I feel all important issues of an employee's journey from the time he/she joins the company till he/she retires (or leaves) are covered. Time wise it could be short or long.

 

 

Godrej Consumer Products

Rakesh Sinha

COO

 

 

Dear Gautam,

 

Thanks for sharing the article. I agree with you that the idea of CVCO is a very powerful one. However, his role should be well defined and should not interfere with other executives in the company.

 

The idea of measuring value creation for investors, customers and employees is again quite powerful. As regards value creation for investors, I feel metrics like EVA and MVA are quite robust indicators with strong improvement systems built around them. In case of customers, value is created through surplus that the customer enjoys in using our offering versus any other alternative (competition offering or non-use). Although it is difficult to measure, there are techniques to estimate it pretty well.

 

The real challenge is in measuring value created for employees. It manifests itself in various forms … human development, job satisfaction, peace of mind, monetary surplus, etc. If we can aggregate these and come up with a single measure, it would be great.

 

Having identified the metrics and the way to measure them, we can identify action and policy levers to move each one of them. If such a system is properly designed and built, moving the needle on these metrics will be the main deliverable of CVCO. He will also be a guardian of this value creation with power to veto actions which would move the needle back!

 

These are my first-cut thoughts. Will be happy to share and discuss further, if you find them useful.

 

 

Concord Village Apartments

Eneida Evans

Bilingual Property Management Leasing Agent

 

Dear humble leader of truth,

 

I feel that this new role of truth, justice and value will not get anywhere, since there is so much agenda driven secret circles within major companies today, they would not allow this special role to peek into their true mission in life.  

 

I would suggest for you to have a major webcam meeting with all the CEO, CIO, and CFO’s of major USA companies and mediate first SIR, so that you will be able to be blessed in seeing them through a seer's eyes.

 

Blessings Sir, you are an amazing role model for you to still believe in corporate America.

 

DHL

Frank Vorrath

VP, Global Sector Head Automotive DHL Global Forwarding

 

 

Dear Gautam, many thanks and very interesting views on value creation. I will comment on this at an appropriate time or when I feel the need to do so. Kind regards, Frank

 

Menlo College

Rajesh Kumar

Professor of International Management

 

Dear Gautam,
I find the topic of value creation very interesting. I work in the field of strategic alliances where this is a big issue. How do you create value without giving away your core competence? I have written a fair amount in this area


 

University of Glasgow

Luiz Moutinho

Foundation Professor

 

 

 

Dear Gautam, Thank you .Hope all is well.

Great dyad.....mindset change and H2H!

ALL THE BEST.

 

 

Maadiran

Mohamad S Souri

Customer-Satisfaction Manager

 

 

Thank you so much for your very useful article.

 

IIT Madras-CSIE

Joseph Thomas

Project Consultant, Centre for Social Innovation and Entrepreneurship (CSIE),

 

 

 

Dear Dr. Mahajan,

Interesting piece.

Here is an example.

I have two connections with Reliance (for data) and 2 connections with Vodafone for voice.

When I log in to to Reliance both numbers are shown and I can choose which one to pay.

I asked Vodafone to do the same and their customer care people said(I am sure without applying mind) that in their system for each connection you have to login separately, which to my mind is a waste of resources and a pain for a customer having to remember 2 different sets of passwords.

 Here is a list of user ID and passwords I have to remember

1) HDFC bank (also Debit card pin) (USRID and password for account hangs every six months

2) Standard and Chartered Bank (pin no.)

3) ICICI Credit card ( 4 digit pin and 6 digit security pin)

4) Reliance data card. 2 no’s (one user id and password)

5) Vodafone voice connection

6) Vodafone voice and data connection

7) Yahoo mail ID and password (personal)

8) G mail mail ID and password (personal)

9) Office email ID and password

10) Facebook ID and password

11) LinkedIn ID and password

12) IRCTC ID and password

13) Clear trip ID and password

14) Movie booking  ID and password

15) Domino's ID and password

16) Property tax payment ID and password

17) Water and sewerage tax ID and password

18) Electricity ID and password

19) BSNL ID and password (voice and broadband)

20) ACT Broadband (fiber) ID and password

21) LIC life insurance ID and password

22) Vehicle Insurance ID and password

23) Magazine subscription ID and password

There are probably more that I haven't listed since they are used less often.

The internet is supposed to make things easier, none of this remembering ID and password looks easy to me or anyone else. If you start asking people to add to the list I am sure it may well exceed 50 instances. Is this progress?

Why as a paying customer to all these services must I have to do this?

Don't all of these business people have to make things easier and simpler for me to handle my money?

I can think of solutions that should work in 90% of the situation s.

yours sincerely

1.      

Business Institute of Canada

Dr. Kanayalal Raina

President

2.      

 

 

Often it is said training is for dogs (sit, bark, roll!) and education for human beings. Mind-set changes are best impacted by self-introspection. I like it.

 

3.      

4.     P Jayaram

 

Thanks, Gautam. Some food for thought. I am tossing it to some friends, who may send you their thoughts on who do they work for.

 

5.      

6.     Tokan Material Techonology Co. Ltd.

7.     Yasuharu Ishitaka

8.     Former President

9.      

 

Dear Gautam:
Some comment for you about WHOM DO I WORK FOR? All dependent upon where
is your position in your organization. If you are an owner of self-run
organization, the answer will be one but you are employee of mid to
larger size organization, the answer will be different from above case
because the owner of the self-run organization (company) work for him
(her) self, family, customers (individual or corporate organization) and
counterparts. This means the answer is not limited to simply one element
rather for everything.


In latter case, majority of individuals may think they work first for
themselves to earn their living source (money). If you are too ambitious
to climb to upper position, you work or pretend to work for their bosses.

No matter from what motivations comes from, the results converge into
the company or create the nature of the company they belong to. In
relation to customer (of CVJ's), the basic view points are company to
company relations in which there only exist individuals as a part.

When you may ask whom does company work for, one of the answers will be
for society (as tax payer), for customers who provides the means of
life, and for employee. Need not to hurry but conclusively, the most
important key is who provides the source of wealth to sustain corporate
and individual life, customer is it.

The story will be different between when you talk on individuals (which
seems more interesting because they wear a variety of colors) and when
you talk on big organization (mono or simple tone).


 

Jaspreet

Dear Mr. Mahajan,
Greetings of the day! .... Mr. Vinod Sood, MD of Hughes Systique shared your below mentioned article.....

Customer  Centricity  and experience & value we create for customers'  is something that i  very passionately want to learn more about
Learned  thought leaders like your good self with their vast knowledge & innovative thinking are a huge source of learning

I also have taken the liberty of sending you a linked in invite....

Warm regards
Jaspreet


 

The Barefoot Academy of Governance

Raghu  Ananthanarayanan

Co Founder

 

 

 

I think all of us ought to work for the future of the earth and for the well being of our children's children what ever else we work for is a sub set of this urgent need!

Raghu 
Equanimity just looks on and observes, while calmly settled in composed neutrality. It is manifested as the quieting of both resentment and approval. Gautham Buddha

 

 

Akshaya Home Farms

Suresh Iyer

Farmer & CEO

Dear Gautam,

Greetings. Read your email and also visited the www, good work and all the best. We are still a little while away before we can use CVF, but it’s in the right direction. I can also help you in consulting if you find my profile suitable.

 

Sunil Sehgal

Independent Consultant

 

 

 

 

Today's scenario, the fact remains that everyone works for himself and money i.e. investors, management(CEO) or employees.

 

Of course the Customer comes first as you can fight with your boss for customer satisfaction as you can not think a company without customer.

 

Investors are putting their money to earn more with a confidence on Management. Company's culture is important as people will get moulded in the same culture slowly. How treatment at workplace is actually given than preached. Top management will keep on talking about customer and when there is need you find yourself alone standing in front of customer without even back end support.

 

Hence, most important is the Culture of the company and setting example for dealing with Customers 

 

I had been in Customer relationship & KAM for 3 decades and  these are my views.

 

Presently at Delhi and consultant to Shubh Exim and work load is very low for which am not comfortable.

 

 

Monsanto  Argentina SAIC

Paola Siri

Export & Import Coordinator

 

Dear Gautam,

Good morning. Great Article. Thanks to share with us. So clear and represent now a days lot of problems the CIAS has to face, as employees and customers do not come first. As for this we are having serious problems to keep talent people and motivate them to grow in an exponential way.

 

 

Kirloskar Ferrous Industries Ltd.

Sanjeev Kulkarni

SBU Head Foundry Division

 

 

Dear sir,

 

Very good article.

 

You are right Employees and Customers comes first. Going beyond that Employees comes first. If right culture is not built, to create great place for working you cannot take care of Customers.

Regards

 

 

DHL

Frank Vorrath

VP, Global Sector Head Automotive DHL Global Forwarding

 

 

Dear Gautam,

Many thanks and great reading.

 

 

SBI

Sunil Pant

Chief General Manager

 

Excellent, Mr. Mahajan.
A very thought provoking piece.
Let me mull over it before responding

 

IIM Kolkata

Dr. M Athreya

Former Professor

 

Thank you.  Good question --- Clear answer --- Will read with great interest.

Very best wishes,  

Dr. Athreya

 

Accenture India

Shekhar Tiwari

VP and Business Lead - Supply Chain and Custom Work

 

 

Very insightful

 

 

ITC Limited

Chand Das

SBU CEO

 

Dear Gautam,
Completely agree!
ITC is a good example of embedding sustainability
in its various businesses & in the process
providing livelihood to 6 million people.
Our latest Sustainability report 2014 ,

 

 

Tata Sky Ltd

Vikrant Mudaliar

Vice President - Brand Marketing

 

 

 

Thanks Gautam...interesting article.

 

 

Sobhagya Consultancy & Marleting Services-India

Rajendra K. Gupta

Director & Chief Consultant

 

 

Thanks for nice article, sir. Problem is capitalist lobby led by Harvard first creates capitalist crooks and then

Finds way to moderate the disease. All these slangs like conscious capitalism, CSR etc are to fool citizens of society where these crooks operate and bleed poor citizens. It is like a surgeon taking out flash sympathetically.

 

Employees, capital and land, all are mere factors of production of goods and services. All have to be maintained and taken care of. Obviously human beings need more care. They are least bothered about profit greed of owners. Unless they are also bribed through stock options. he he!

 

The fact is purpose of business is not to make money but to serve people by producing quality products while using resources optimally. Capitalism is a vulgar form of business philosophy that is root cause of problems of modern society. A small amount of capital accumulation is required for growth of economy of any society.

 

I strongly condemn naked capitalism, huge unjustified salaries of CEOs , 5 star culture and reckless promotion of consumerism so that les than 5% people accumulate wealth at cost of sufferings of majority

 

This is exactly what M M Singh did to India in 10 years and unfortunately another quack in name of Modi has followed in PM post.

 

Strategies beyond 5 years are difficult to make and sustain unless one operates in Monopolistic market.

But then even Microsoft has taken back seat to Google and others

 

 

Hughes Systique India Pvt. Ltd.

Vinood Sood

Managing Director

 

 

Dear Gautam,
Thank you very much for coming and delivering the talk. It was very well received, I am sure the folks who attended will take the message back and contribute in their own way in creating value for their customers. Manoj and Jaspreet also are discussing as to how we can use your services in taking this entire initiative forward.

Regards
Vinod

 

GTi Training Ltd

David Yule

Author, Management Consultant, Sales Specialist

 

 

Great article - just a very small picky point, when I am working in
Europe or Australia I cannot refer to a customer as he or him I must
use they or them.

 

Leslie Eastman

Currently retired

 

 

Thank you for such a well analyzed article regarding Customer Value and the defection of so called "loyal" customers to competitors.  All one has to do is look at Home Depot's fiscal performance to see this in real time.  

Excellent in-depth analysis and very enlightening.

Regards,

Leslie Eastman

 

 

Dave Anand

 

You are one of those Value Creating leaders Gautam.

 

 

Tata Consultancy Services

Sugata Sanyal

Research Advisor

 

Gautam: Deeply positive post. Congratulations. Happy Diwali in advance. Regards: Sugata

 

 

Customer Experience Show

Michelle Romanica

Producer

 

 

 

 

Just had to tell you how much I enjoyed this article. Very real, raw, vulnerable and transparent – all identifying you as someone who works with heart and mind.

Loved it! Thanks, Gautam. People like you keep my belief alive that creating a better world for all is happening!

 

 

Karan Mahajan

 

Wonderful article, dad, keep it up. especially loved the anecdote about the lawyer and lihaz!

 

 

DHL

Frank Vorrath

VP Global Sector Head Automotive

 

 

Dear Mahajan, many thanks and very encouraging. The question is how can we teach more leaders in the world to adapt the below and teach also younger generations that there is more in life then just to have more and more dollars. Kind regards, Frank

 

 

Prof.

Prem Sibbal

 

Dear Mr. Mahajan,

Thanks tonnes for sharing your wonderful experiences. We are much happier when we do some good deeds without expectations and as beautifully mentioned Lihaz as our elders had practiced and we learnt these values from them These principles equally apply in Corporate world and elsewhere. Thanks again. Would like to speak to you and meet as mutually convenient. 

 

 

IBM​

Harvey Thompson

Author and former head of CVM at IBM​

 

 

I have followed your many successes with great interest and have found articles on the site to be content rich and very well written.

 

I will be eager to see the new journal, and perhaps -- once the dust settles from this book -- can contribute in some future capacity (perhaps as a reviewer).

 

 

Moserbaer India Ltd.

Deepak Shetty

Chief Marketing Officer - Domestic

 

 

Thanks Gautam. Excellent Thought Process. Would like to see this shift happening around us.

 

 

Renault Nissan Technology & Business Centre India Pvt. Ltd.

Nagarajan Appasamy

Senior Manager - Power train Purchase

 

 

 

Dear Mahajan , 

Thanks for the Mail.

Nice Drive/ Initiative ...Keep it up.

 

 

Geetha Smita Rathnam

 

Amen!

This is what us firms are going away from and is very risky.

 

Hughes Systique Corporation

 

Mr. Gautam Mahajan spoke on “Creating Value for your Customers” at Hughes Systique Corporation on 7 October 2014

https://www.facebook.com/pages/Hughes-Systique-Corporation/156863194386477

 

Bob Thompson

Customer Think Corporation

CEO

 

This is a great article. OK to publish on Customer Think?

 

 

Pushkarna Consultancy Services

Vijay Kumar Pushkarna

Director & Principal Consultant

 

 

Thanks for your mail. These are quite good insights. We will get associated with each other in near future.

 

 

 

Luiz Moutinho

University of Glasgow

Professor

 

 

Dear Gautam,

Thank you. Well done. Very good insights and in total accordance with my valus and principles.Hope all is well.

Merry Christmas and Happy New Year.

 

 

        

Value Creation Journal Testimonials

 

Institute of Cost Accountants of India

Dr S K Gupta

Director

 

It's a pleasure being connected with you on the LinkedIn.. The idea of the Value Creation journal is simply fantastic and very contemporary. I have been working in this area for quite some time… conducting research, delivering training programs etc. Would like to meet up with you to explore possibilities of professional association towards a common objective

 

Odalys Global

Santosh Kumar Nair

Principal Consultant

 

Thank you for inviting me. I have joined the Group. Your writings on the subject are excellent and value creation is an important subject since most businesses focus on cost and lose value in the long run.

Shrikant Pangarkar

Independent Management Advisor

This is a very laudable idea. If members contribute, it could be a very effective & useful platform. If some specific issues are initiated, members can express their opinions, suggestions and ideas.

 

Mr Vinay Kumar

 

Looking forward to the first issue of Value Creation Journal

 

Deepak Wadhawan & Co

Deepak Wadhawan

Development Consultant

 

Thanks. Very well written

 

 

 

 

 

Geosteel LLC

Gurminder Dhir

Head (Commercial/Sales,Marketing,BD)

 

Your point is very correct Customer data should be captured and used ,but make it objective and not subjective . Cover all your basis by designing the right questionnaire so that all the feedback you need gets captured by front end executive. 

 

The points you have raised are very pertinent but see finally the company managers are the final decision makers and rightly they do not have the time to do data mining .

 

It is the job of Big Data/Analytic to do the data mining and present bullet points to the management.

 

I know it is not the ideal situation , but I think that is the way it is and I do not think that management attitude will change in this regard.

 

Companies expect a magic wand a quick fix , as they are the paymaster so we got to supply them this only .If they have to do all the data mining and analysis , then why they should hire somebody from outside and pay him money.

 

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