"Winning & Retaining the Customers":
CHANGING ENVIRONMENT:
CUSTOMER
THE AMOUNT OF KNOWLEDGE IS DOUBLING
EVERY TEN YEARS.
BY THE TURN OF THE DECADE, IT WILL
BE DOUBLING EVERY FIVE YEARS.
HENCE CUSTOMER IS NOW MORE
1) KNOWLEDGEABLE
2) DEMANDING
3) CONCERNED ABOUT HIS EXPECTATIONS.
4) HAS A WIDE CHOICE DUE TO
GLOBALISATION.
WHY CUSTOMER SATISFACTION ?
“Three most important things that you need
to measure in a business are:
Customer satisfaction,
Employee satisfaction
and
Employee satisfaction
and
Cash flow.
WHAT IS CUSTOMER VALUE ?
VALUE IS A FUNCTION OF THE “BENEFITS RECEIVED” RELATIVE TO THE “SACRIFICES MADE” BY THE CUSTOMER
DON’T THINK, BUSINESS AS USUAL
THE WINNERS WILL BE THOSE WHO STAY AHEAD OF
THE CHANGE CURVE, CONSTANTLY REDEFINING THEIR
INDUSTRIES, CREATING NEW MARKETS, BLAZING
NEW TRAILS, REINVENTING THE COMPETITIVE RULES,
AND MOST IMPORTANTLY,
CHALLEGING THE STATUS QUO.
THE WINNERS WILL BE THOSE WHO CAN TRANSFORM
THEIR ORGANIZATIONS INTO SOMETHING THAT MORE
RESEMBLES A JEEP– AN ALL-WHEEL DRIVE, ALL-TERRAIN
VEHICLE THAT IS LEAN, MEAN AND
HIGHLY MANEURABLE.
THE GOLDEN RULE
EVALUATE, Or,
PROBE, Or,
ADVISE, Or,
INTERPRET.
SEEK FIRST TO UNDERSTAND,
THEN TO BE UNDERSTOOD
HABIT 5
‘SEVEN HABITS
OF HIGHLY EFFECTIVE PEOPLE’
FUNCTIONAL KEY RESULT AREAS
MARKETING: CUSTOMER SATISFACTION.
2.PRODUCTION: COST EFFECTIVE GOODS
3.R&D: CREATING COMPETITIVE ADVANTAGE.
4.FINANCE: MANAGING MONEY EFFECTIVELY
5.HR: EMPLOYEE MORAL & PRODUCTIVITY..
6.MANAGERIAL:
RESPONSIVENESS-
PROACTIVE/REACTIVE
MANAGEMENT OF CHANGE.
FUNAMENTAL TASKS
4CREATING GOODWILL.
4BUILDING UP TRUST.
4ATTITUDE IS THE KEY.
4A WILL TO CHANGE.
TWO USEFUL ‘MANTRAS’
►‘CMS’ MANTRA
►‘C’—SEE FIRST,
►‘M’-AIM PROPER,
►‘S’-SHOOT TO SUCCEED
►‘EAR’ MANTRA
►E FOR EXPECTATIONS
►A FOR ACTIONS
►R FOR RESULTS
►ENSURE E = R
POETRY:
P FOR PRIORITIES.
O FOR ORGANIZE TO ACHIEVE THEM.
E FOR EXECUTING THE NECESSARY TASKS.
T FOR THINKING WHAT HAS BEEN ACCOMPLISHED
& WHAT HASN’T.
R FOR RECHARGING AND
Y FOR YOURSELF.
O FOR ORGANIZE TO ACHIEVE THEM.
E FOR EXECUTING THE NECESSARY TASKS.
T FOR THINKING WHAT HAS BEEN ACCOMPLISHED
& WHAT HASN’T.
R FOR RECHARGING AND
Y FOR YOURSELF.
THE “ASKING” RATE
4A FOR ATTITUDE.
4S FOR SKILLS.
4K FOR KNOWLEDGE
‘SMART’ RESPONSE STANDARD
‘S’ SPECIFIC,
‘M’ MEASURABLE,
‘A’ ACHIEVABLE,
‘R’ REALISTIC,
‘T’ TIMELY.
PARAMETERS OF PRODUCTIVITY
4QUANTITY
4QUALITY
4RESOURCES
4COSTS.
4TIME.
CUSTOMER EXPECTATIONS.
4 PERFORMANCE. FEATURES.
4RE LIABILITY.
4CONFORMANCE.
4DURABILITY.
4SERVICEABILITY.
4AESTHETICS.
4PERCEIVED UTILITY.
LOYALTY LADDER
-ONE-OFF PURCHASERS
-OCCASIONAL USERS
-REGULAR CUSTOMERS
-ADVOCATES
-ONE-OFF PURCHASERS
-OCCASIONAL USERS
-REGULAR CUSTOMERS
-ADVOCATES
EVERY
OBSTACLE
PRESENTS
AN OPPORTUNITY,
TO IMPROVE
ONE’S CONDITION.
PRESENTS
AN OPPORTUNITY,
TO IMPROVE
ONE’S CONDITION.
CHANGING THE WAY
WE DO BUSINESS
WE DO BUSINESS
4INCREASE CUSTOMER BASE.
4REDUCE OPERATING COSTS.
4REDUCE OPERATING COSTS.
4IMPROVE CUSTOMER SERVICE.
4IMPROVE RESPONSIVENESS.
4IMPROVE RESPONSIVENESS.
BASICS OF EFFECTIVE INNOVATION
41. A BLEND OF NEW IDEAS
42.THE ABILITY TO GET THINGS DONE
43. SOUND COMMERCIAL SENSE
44.CLEAR CUSTOMER FOCUS
45.A CONDUCIVE ORGANIZATIONAL CLIMATE.
46. COMMITMENT OF MANAGEMENT
47. POSITIVE STRATEGIC APPROACH
& A LONG TERM PERSPECTIVE.
TIME IS THE MOST IMPORTANT ELEMENT OF COMPETITIVE ADVANTAGE
4PROFIT IS FUNCTION OF TIME.
4TIME TO DEVELOP A NEW PRODUCT.
4TIME TO PROCURE RAW MATERIALS.
4TIME TO TURN IT INTO FINISHED PRODUCT.
4TIME TO SIGN SETTLEMENT WITH THE UNIONS.
4TIME TO CHANGE PEOPLE’S MIND SETS.
4TIME TO ZERO IN, ON SIGNIFICANT CUSTOMER NEEDS.
4TIME TO MAKE TECHNOLOGY WORK.
4TIME TO SPEND LOCATING & FINDING PRODUCT FOR CUSTOMER.
4TIME TO ALTER YOUR FINANCIAL STRUCTURE.
4TIME TO COMMUNICATE CORPORATE INTENT TO EACH AND EVERY EMPLOYEE.
4RESPOND & DELIVER.
4ALL SUCH TIME ELEMENTS GO INTO MAKING OR LOSING MONEY IN BUSINESS.
USEFUL QUESTION BANK
41.ARE YOU WILLING TO CHANGE
THE WAY YOU WORK & HOW?
42.WHAT MAKES SUCCESSFUL
SYSTEMS?
43.HOW YOU CAN BE SUCCESSFUL?
44.WHAT OTHERS ARE DOING?
45. DO YOU LOOK FORWARD TO NEW
CHALLENGES?
IF YES, HOW? IF NOT, WHY NOT?
Best of Luck.....
Get Going....
Sudhakar Natu
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