drishtikon

SRIRAM NEWS LETTER

48 B, Knowledge Park-III, Greater Noida, NCR. Tel 020 2323823. Fax 0120 2323900.

URL www.sriram.ac.in e-mail [email protected]

“Building professionals with character”

Drishtikon Volume:1 Issue:4

Contents Message of Dean -Page 2

Talk Show -Page 3

Fresher party -page 4

Orientation Programme -page 5

Janmashtmi Celebration -page 6

Conference & Seminar -page 8

Teachers Day Celebration -page 10

DSF Anniversary -page 12

Walkathon -page 14

Antar Yatra -page 16

Articles-

Building Professionals with Character

-page 20

Customer Experience Management

-page 23

5 Step recipe for achieving more success

-page 27

Blue Ocean Strategy -page 31

FDP On SPCC -Page 34

SIP Testimonials -page 35

My Sriram-Poem -page 37

Inner Exploration -page 38

Editorial Board -page 40

1

October, 2013 Edition

SRIRAM NEWS LETTER



Drishtikon

Message o

f the D

ean

2

A hearty congratulation to the e-newsletter team from SRIRAM, for coming up with the fourth

edition of our e newsletter Drishtikon. Drishtikon, the SRIRAM e-newsletter marked the beginning of our new communication channel that aims to keep our students past and present updated about the happenings at SRIRAM.

Over the past years, SRIRAM has grown tremendously. Our pool of existing students and alumni represent a diverse collection of capabilities and a unique opportunity for networking whether social or business. Hence, we like to extend our invitation to stay engaged with SRIRAM.

This e-newsletter features updates about our initiatives, new partnerships, success stor ies from present & former students, event information as well as industry related articles from our var ious faculties. We have particular ly designed the e-newsletter also as a platform for you to share updates about yourself .The interactions between SRIRAM and its extended family of alumni and fr iends will certainly go a long way to make SRIRAM a vibrant institution that can provide the best possible education exper ience.

I humbly encourage all of you to make use of this p latform to remain connected with us. Let me reiterate that we welcome all contr ibutions so that we can make this e newsletter a place for our collective voices. If you have articles you wish to share, let us know.

If you have missed an edition, you can catch up by visiting our website at www.sr iram.ac.in

Archives of our past e-newsletters are availab le for your convenient viewing.

Enjoy and we hope to hear from you soon.

Prof.Soumitra Chakraborty Dean (SRIMT)

Message of the Dean

Prof. Soumitra Chakraborty

SRIRAM NEWS LETTER



2

Talk Talk Talk Talk Show at ZShow at ZShow at ZShow at Zee TV:ee TV:ee TV:ee TV:

Drishtikon

Talk Show at Z

ee TV

Topics like Country’s Economic

Problems, social Issues, political issues

and more can really give a person

some perspective on their own lives.

Apart from that, it gives some sort of

entertainment too. Sr iram students

were exposed to famous talk show

“India Ka Agenda” at Zee TV hosted by

eminent anchor Sudhir Chaudhary. The

topic of discussion was how we can

make India, a corruption free country.

The guests were Amar Singh (Ex-

minister of Samajwadi Party), Om

Thanri (Senior Journalist) and J. V ittal.

A healthy discussion was carr ied out by

all of them which concluded with some

suggestions like we should have a

transparent government system as it is

in America. People have to be honest

and fair in all their dealings only then

they can combat corruption and many

more. In the end they also told that we

are still having a hope of overcoming

from this curse.

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Drishtikon

Fresh

er’s day celebra

tions

“Orien

tatio

n programe”

It was indeed a day worth remembering—the seniors welcoming their juniors to the college. They were making all the preparations well in advance for this very eventful day.

Especially for the freshers who begin their journey in a colleague many a time, far away from their home…..far away from their near and dear, getting accustomed to a new environment always is a challenge and hence such a celebration or an “icebreaking” event, Freshers day is always welcomed by one and all.

As the Freshers day was the most awaited day for both the freshers as well as for the senior students, when it was announced that this year’s Freshers day would be conducted on 2nd August 2013, the excitement was palpable among the both set of students.

All freshers were encouraged to come on to the stage and give their participation by the seniors. The title of Mr. & Miss Fresher had to be decided by the jury member on the basis of some games, Ramp walk, and some other activities. The event began in the auditor ium, which had been beautifully decorated with Halloween props and designs. Pranwir Kumar, PGDM final year student welcomed all the freshers on behalf of all MBA and PGDM seniors. All of the juniors and seniors gave their active participation which made the day memorable at Sr iram.

To get the title of Mr. & Miss Fresher was not so easy, it was really a good competition among all of the freshers. Everyone had given their best. The Panel of judges had a very tough decision to make, but ultimately crowned Geetanjali Singh and Sanjeev Kumar as Miss & Mr. Fresher 2013

FresherFresherFresherFreshers day Celebrationss day Celebrationss day Celebrationss day Celebrations

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SRIRAM NEWS LETTER



Music filled the air as students danced on the groovy tunes played by the DJ, and the memorable Freshers Party came to an end.

It was indeed a memorable day….not only for the students who were freshers but for the seniors as well.

The students of Sr iram without any hesitation and wi llfully join hands with each other and work to create an academically stimulating and yet fun filled atmosphere in the college and show to the outside world and the other colleges in particular that “this is Sr iram way”, the way that would ultimately produce competent professionals with superlative domain knowledge and exemplary character.

Drishtikon

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Every year, Sriram Institute of Management & Technology

organizes an or ientation program for the new entrants in the

Sr iram family. 31st August was the day of or ientation.

Orientation is the opportunity for newcomers to connect

with faculty members and register for classes, hear about

community roles and traditions from senior students, and

establish relationships with the peers in their new home.

They are also assigned a faculty advisor (Mentor), who is

committed to faci litating their positive transition to life as a

SRIMT student. Dur ing Or ientation, they are also introduced

to academic expectations, the diversity of the place, and the

importance of community as a whole, both within and

beyond life of SRIMT.

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SRIRAM NEWS LETTER



Happy

Janmashtami

" Haathi Ghoda Paal Ki" Haathi Ghoda Paal Ki" Haathi Ghoda Paal Ki" Haathi Ghoda Paal Ki Jai Kanhaya Laal Ki... "Jai Kanhaya Laal Ki... "Jai Kanhaya Laal Ki... "Jai Kanhaya Laal Ki... "

The commemoration of Lord Kr ishna and his holy birthday was celebrated in extravagant style at Sr iram on the

occasion of Janmashtmi.

Janmastmi was celebrated with sheer enthusiasm at SRIMT. The celebration began with the recital of a shloka

praising the infant Kr ishna which was followed by the detai led discourses on the significance of the festival by the

final year student Shikha Suman. Sr i Kr ishna aarti was rendered to perfection with

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Janmasta

mi C

elebratio

n

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SRIRAM NEWS LETTER



full of gaiety and reverence by the entire students of Sr iram Family which in turn added a spir itual blend and

divinity to the occasion. Since Janmashtmi celebration is considered incomp lete without the RASLEELA, a small

cultural event done by the students of Sr iram on the theme, Rasleela. The solo song sung by the first year MBA

student, Komal dedicated to Lord Kr ishna stood out.

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SRIRAM NEWS LETTER



Drishtikon

Harriso

n Visit

Sriram launches “Global Leadership Programme” with

Harrison International, USA”

It was a great day for Sr iram when Harrison College, USA and Sr iram School of Business Studies

had come together to offer a 36-weeks online program on global leadership with Richard

Bonaccorsi, Vice President, In ternational Operations & Chris Hutchison , Director

In ternational Partner Relations visiting our campus on 24/06/13. Harr ison International is an

international division of Harr ison College that is growing the number of students with access to

Harrison International educational opportunities whi le expanding and strengthening its global

network, making it possible for students living all over the world to pursue Harr ison programs

and degrees.

The program is targeted at working professionals who want to improve their prospects in

corporate. The Global Leadership Certificate Program has been designed to help professionals

enhance their value in the organisations they work for as well as for their customers. The

subjects in the program have been designed with a global focus, and this global focus flows

throughout the curr iculum. The objective of this program is to learn the theory and practice of

leadership and leadership styles within groups and organisations. For more details of

programme, please visit the following link-

http://international.harrison.edu/StudentApplications/SriramSchoolofBusinessStudies.aspx

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SRIRAM NEWS LETTER



AIMA VISIT

MBA-I year students got an opportunity to attend 18th Convocation of AIMA-

Centre for Management Education on Monday, August 19 , 2013 at 3:00 pm at

Stein Auditorium, Habitat World India Habitat Centre, Lodhi Road, New Delhi.

The programme was declared open with introductory remarks by Ms Rekha Sethi,

Director General, AIMA and welcome address by D. Shivakumar, President, AIMA

followed by presentation of AIMA- Kewal Nohr ia Award for Academic Leadership in

Management Education 2013.The Chief Guest was Mr Sudhir Vasudeva, Chairman &

Managing Director, ONGC. Other highlights were Award of AIMA Fellowship &

Felicitation of PhD Awardees with the award of Diplomas and Gold Medals.

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AIM

A Visit

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SRIRAM NEWS LETTER



Teacher’s d

ay cel

ebratio

n

SRIRAM Celebrates Teachers DaySRIRAM Celebrates Teachers DaySRIRAM Celebrates Teachers DaySRIRAM Celebrates Teachers Day SRIRAM celebrated Teachers day with great enthusiasm and fanfare. The function was organized by all the MBA and PGDM students of Sr iram. The teachers were dressed according to the dress code for the day. The formal segment of the function began with the lamp lightening which is done by all the faculty member of SRIMT. The best part of the day was to get blessed from our respected Executive Director and Dean sir , who blessed us for our upcoming great future.

The gather ing was also addressed by Prof. C. Devidasan who shared some valuab le lessons learned from his teachers few decades ago when he was a student. Speaking on the occasion, he said,

“I have never thought, I would be ab le to lead peop le, but leading I did, I did it effectively…I have never thought I would be able to become a speaker, but speaking I did, did it effectively…..I have never thought I would be able to become a writer; but writing I did, did it effectively…..I have never thought I would be ab le to become a teacher, but teaching I did, did it effectively. My beloved students, do you know how? I have been able to do all these because of my teachers who taught me and made me what I am today”.

After a pause he further added, “My teachers taught me that success can be achieved through honest efforts and hardworking and when I followed that advice, I was indeed able to achieve success in my life,

My teachers taught me that if I show kindness and compassion, I would always be wanted by my fellow human beings and when I followed that advice, I indeed found that I am being wanted by my fellow human beings,

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SRIRAM NEWS LETTER



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My teachers taught me that if I practice empathy, I would always be a sought after person of those who are in difficulties and when I followed that advice, I indeed found that I became a very sought after person,

My teachers taught me that if I build competency, I would be admired by people around me and when I followed that advice, I indeed found that peop le admires me,

My teachers taught me that that world loves talent; but reward and respect character and when I practiced character building, I indeed found that I was rewarded by the world,

My teachers told me that giving on any day is better than taking and when I practiced giving, I found people respecting me,

My teachers told me that I must have faith in God and when I followed their advice, I found that my prayers were always heard by the Almighty whenever I had difficulties.”

The informal segment of the function began with a nice Punjabi dance done by the first year student Komal followed by some other cultural activities. Shruti showed her poetry skills as she presented a beautiful poem dedicated to teachers. All the teachers enthusiastically took part in the games and other activities arranged for them. Many teachers came forward and entertained the gather ing by singing songs and dancing which had the students craving for more. All the members of the staff were honored with some beautiful gift as a token of the students love and respect towards them. The function concluded with a musical skit on teachers day which was done by students’ group, dedicated to the respected professors of SRIMT…

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SRIRAM NEWS LETTER



DSF celebrates its first anniversary.celebrates its first anniversary.celebrates its first anniversary.celebrates its first anniversary.

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DSf A

nniversa

ry

"Evening Adda" and "Dreams sans Frontier " celebrated its first birthday on the

Teachers day, the 5th of September 2013, the day it was conceived and, Rakesh

Pandey the man who founded them along with an inspired bunch of students showed

us the following video.

http://youtu.be/XVc8iRVoYu4

The beautifully crafted video played on the occasion, reverberated the passion and

the dreams these young students have been nour ishing for acquir ing knowledge.

The video has been titled, "Dreams sans Frontier--Nostalgic Legacy".

The function that was held in our Conference room of SRIRAM, had a huge Cake of

DSF and it was cut by Rakesh Pandey when the first year students who wanted to join

the club looked on side by side their seniors who have already spent one full year in

the club.

Prof GK Tr ipathi, our Executive Director and Prof Soumitra, Deans, spoke on the

occasion and wished good luck to the Club. Prof. C Devidasan on his part somehow

got carried away by the emotions more as he watched the video and managed to say,

"All I can say after viewing the video is that I am convinced that education is not

actually imparted from the mind or brain, but from the heart..."

Though it all started one year ago in the Common Room of Sr iram adjacent to the

college Mess, DSF has big plans to take its legacy beyond Sr iram’s campus and make

it an organization true consequence in the times to come.

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SRIRAM NEWS LETTER



Drishtikon

DSF is organizing an “Eduthon” -- a mini marathon -- of

10 kms in Greater Noida on 17th November 2013. The

purpose of the “Eduthon” is fund raising for the bottom

of the pyramid rural schools of Jharkhand which its

members happened to discover when they were on a

journey called “Antaryatra” – an initiative for

“rediscovering self with rural India”, conducted

between 11th to 16th of August,2013. A wide array of

people from the divergent spectrum of the society in

addition to the students of its members is expected to

run the “Eduthon” mini marathon.

“I plan to undertake one Antaryatra along with the

members of DSF every year to each state of our

motherland to know the truth and realities of each state

and in that sense; it would take us 28 more years to

cover the balance states. At the end of these yatra, DSF

would come out with a research document, which we

believe would be a unique one in its own r ight”, says

Rakesh Pandey.

In addition to the above another event that is there on

anvil is a Painting exhibition for students of Greater

Noida

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SRIRAM NEWS LETTER



Walkathon

World Population DayWorld Population DayWorld Population DayWorld Population Day

Sriram students participate inSriram students participate inSriram students participate inSriram students participate in“WALKATHON”“WALKATHON”“WALKATHON”“WALKATHON” atatatat

India GateIndia GateIndia GateIndia Gate

Drishtikon

SRIRAM students participated in a “Walkathon”—“Walk towards Population Stabilization” today, the 11th July 2013 between India Gate and Vijay Chowk in the city’s Capital, New Delhi.

The walk was aimed at creating awareness about the issues related to population stabilization and was organized by Jansankhya Sthirata Kosh, an Autonomous Body of the Ministry of Health & Family Welfare, Govt. of India.

Hon'ble Union Minister for Health & Fami ly Welfare Sh Ghulam Nabi Azad flagged off the walk and thousands of students from all across including the students of SRIRAM participated in the walk.

Along with the students, Prof G K Tripathi, Executive Director, Prof C Devidasan, Advisor, other staff and executives of Sr iram actively participated in Walkathon. There were animated discussions and deliberations among all who were present, on the subject matter which was of immense importance to Indian in particular and world in general.

The students were issued the Certificate of Participation and T shirts specially made by the Ministry for this occasion.

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SRIRAM NEWS LETTER



Few Reflections of the Walk:

“I am from the Darbhanga distr ict from the state of Bihar and it is the first time I am participating in such a walk. After interacting with hundreds of students and hear ing the talk given by Honourable Minister , I now realize the importance of population stabi lization in India. I wi ll on my part spread this message all across my circles.

I thank our college SRIRAM for taking us to India gate and giving an opportunity to be a part of this endeavor. Thank you SRIRAM.

“I am sure that such initiatives of the Government would br ing in

more awareness about population stabilization in India. However, I

am of the view that India must gear up to uti lize the tremendous

energy our huge population unleashes for better productivity and

growth. I am glad to be a part of the Walkathon”

“Thank you SRIRAM for taking us for the Walkathon. I am now more aware of the challenges a huge population could throw if it is allowed to grow without any control. There is a need to arrest this malady immediately. I would spread the news and be a part of all such initiatives in future.”

Chandan Kumar, MBA Student.

Prof Rakesh Pandey,

SRIMT

Sharique Rahman

MBA Student

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SRIRAM NEWS LETTER



“Antaryatra

”

___________________________________________________________

“Antaryatra”

“Sometimes it is better to be kind than to be right. We do not need an intelligent mind that speaks, but a patient mind that listens”

…..Antral, From the brochure of “Antaryatra – 2013, Discovering Self with Rural India”

Eight DSF students of our esteemed college went

on a Yatra with their Mentor, Prof Rakesh Pandey to

the inter iors of Bihar to “understand the opportunities

and challenges in the rural areas of India.”

The Yatra was an initiative of our own Dreams Sans

Frontier students club along with an NGO, Antral and

where three of our students were undergoing an SIP

with them in a Rural village bottom of the pyramid

school in the state of Jharkhand. Started from 11th of

August 2013 from Begusarai the Yatra concluded at

Vaishali at Bihar on the Independence Day on 15th of

August 2013.

The following students accompanied Prof Rakesh

Pandey:

Anishika Thakur, Divya Shukla, Jyoti Archana, Ranjan, Sharique, Sarika, Jyoti Kumari Shikha Suman.

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SRIRAM NEWS LETTER



Some Reflections

“To succeed, you must have tremendous perseverance and will. “I will drink the ocean says the persevering soul; “at my will, mountains will crumble up” Have that sort of energy, that sort of will, work hard, and you will reach the goal”

….Swami Vivekananda.

A session with the villagers

Prof Rakesh Pandey and his bunch of students reached Begusarai, the starting point of the Yatra safe and continued their Yatra from there. The DSF-Antral team covered up to Bhagalpur on day one and on the way they say they have had the unique opportunity to have the first hand exper ience of the Rural India, to know the people, the eco system and to be with the nature as they braved the heat and dust on the way. The team also had the opportunity to learn about the famous Silk Industry and met few of the entrepreneurs there to gain more knowledge. They also had intense discourses and gave presentations about the Yatra to them. Prof Rakesh says, “It was a wonderful exper ience. From the college we learn about life through professors who teach the students; but when the life teaches its lessons it becomes very precious and these lessons remain engraved in their mind till the rest of their life” The next day the team p lanned to reach Madhubani and the subsequent day, Vaishali.

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SRIRAM NEWS LETTER



“When enterprise is man’s second nature, Mount Meru is not too lofty. The Abyss not too low, nor the great ocean impassable…perseverance, not wishes, gets work done; deer do not walk into the mouth of a sleeping lion”

…The Panchatantra

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A Typical Madhubani Painting.

SRIRAM NEWS LETTER



The third day, team visited Madhubani at the Mithila region of Bihar and interacted with few of the National Award winning painters of the famous Madhubani Paintings which is in good demand world over. The Yatra caught the attention of the famous Hindi Daily and a next day it published a feature on the Yatra as can be seen above. Madhubani Paings or Mithila Paintings as they are widely known as is a style which is typical of this region and the adjoining parts of Teraj in Nepal. The painting is done with fingers, twigs, brushes, nib-pens and matchsticks, using natural dyes and pigments and is character ized by by-catching geometr ical patterns. Madhubani paintings mostly depict the men and its association with nature and the scenes and deity from the ancient epics. Traditionally these paintings were being done by the women of the vi llages and this is considered as an art form whose ski lls are passed on from generations to generations mainly by women. "The team is excited and energized", says Rakesh. "Side by side the heat and dust that the scorching sun offer, we also have lots of fun and tremendous amount of learning" he added with an excited shr ill in his voice as he spoke to me. The Yatra as scheduled got concluded at Vaishali on 15th of August 2013.

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SRIRAM NEWS LETTER



Prof. G.K.Tripathi

Building Professionals with Character ….BY Prof G K Tripathi, Executive Director

TheTheTheThe very content of human life is inherently myster ious. In spite of

many years of observation, study and reflection, every day is somewhat puzzling precisely because it all remains so open. It is open for change as every day is a new day and we all keep on exper iencing different exper iences on dai ly basis. Human beings tend to attach specific meanings to their exper iences. Therefore, the meaning of any exper ience in life depends upon the frame we put around it. If you change the frame the content, the meaning changes instantly. Life is

not a static thing, it is moving and it is moving fast. This fast pace of life is changing frames & therefore, there is a need to change our perspectives very fast specially in those areas where our life is being influenced the most. Character is one such area which has a direct impact on the well being of individuals and then impacting the members of the society. In above context where frames in life are changing very fast, the meaning of being professional is changing. Similar ly the perspective of possessing a good character is also changing. Before, we try & make an attempt to answer the basic question that is – Can we build professionals with character, there is a need to understand both the word professionals & character in right perspective. Profession and Professionals – As regards any profession, our understanding is that we should learn something to earn something. It is important to make living out of our profession but one should have r ight perspective. Let us discuss this by some examp les like teaching profession, medical profession and lawyer’s profession. We all would have come across the comments like ‘I am a lawyer by profession and I it is my duty & commitment by my profession that I must protect my client even if he is a cr iminal’. How far this understanding of profession is correct? Our idea of both duty & profession are wrong. When any one takes law as profession, his duty is to protect law and ensure that peop le get justice. In recent past, we have seen that even lawyers fight for terror ists like Kasab! A very reputed lawyer in the country fights a case in favor of tainted saint who has done lots of damaged to our society.

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SRIRAM NEWS LETTER



Where have we gone wrong? Let us take another profession that is medical. Let me quote a real story in this context. In recent past one of my colleagues met with an accident & was taken to hospitals. After some diagnostic tests it was declared by the doctors that she needed to be operated immediately. The sensitivity involved was that if the operation got delayed there might be chances that she may not be able to walk on her feet for rest of her life. The doctors in big and reputed hospitals were not ab le to operate unless a minimum amount (which was a big amount) to the cash deposited with the cash counter! I am not discussing here the nexus which exist between medical representative, pharmaceutical companies & the pr ivate diagnostic centers. Where have we gone wrong? We may discuss so many malpractices in teaching profession as well. Where have we gone wrong? Let us try to address this issue. In any profession, there are three aspects- Learning or knowledge, application and ethics involved in its application. We focus only on two aspects & most of the cases we forget the third aspect. This happens because we forget about the goal for which you choose a particular profession. The answer is when you choose a profession; you excel & achieve perfection when the knowledge of the profession is dedicated to a higher goal. Therefore, when we do not focus on money making in a profession only, but by maintaining the dignity of the profession and using the skills for nob le endeavors, we may choose to become exceptional and excellent professionals. Character –Character is sum total of a person’s value, belief and personality. It is reflected in our behavior and action. It is important to focus on character because only people with character accept responsibility. The important question is can we change any one’s character & attitude? The answer is YES.

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SRIRAM NEWS LETTER



We should appreciate that our belief, values and personality keep on changing & people change. The only people who do not change are those who do not breathe. So, the important thing is to be aware of the change and to move with it. This is of course easy said than done. This is because our human life is a very comp lex phenomenon. We deal with lots of Feelings, Emotions, Attitudes and Complex behavioral patterns. The solution differs from person to person as we all are different individuals. To bring about positive change in different personalities one should consciously work on one’s existing beliefs, value systems & change it with a larger goal in mind. To br ing about positive change in different personalities one has to evolve a process to understand himself and his environment for endur ing success & happiness. In order to build professionals with character, let us discuss some of the attr ibutes which a professional with character should display or possess. These attr ibutes are as follows: 1. Aspirations 2. V isions & Dreams 3. Discipline 4. Integr ity 5. Confidence 6. Patience 7. Efforts and Action 8. Courtesy 9. Honesty 10. Perseverance 11. Precision 12. Leadership These are not exhaustive in nature but only indicative as we have chosen only 12 attr ibutes so that even if we plan to work on one single attr ibute in a month, we may be changed professional after just one year, but the only condition is that one has to work on these consciously & continuously.

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SRIRAM NEWS LETTER



VâáàÉÅxÜ XåÑxÜ|xÇvx `tÇtzxÅxÇVâáàÉÅxÜ XåÑxÜ|xÇvx `tÇtzxÅxÇVâáàÉÅxÜ XåÑxÜ|xÇvx `tÇtzxÅxÇVâáàÉÅxÜ XåÑxÜ|xÇvx `tÇtzxÅxÇàààà “ I f you are not satisfied with us tell us……

I f you are satisfi ed tell others.”

Customer Exper ience Management is the new mantra. It is "the process of strategically managing a customer 's

entire exper ience with a product or a company". Relationship marketing focuses on establishing and bui lding a

long term relationship between a company and a customer. There are several approaches that have been

espoused including customer exper ience management, customer relationship management, loyalty programs, and

database marketing.

CEM different from CRM

Traditionally, CRM systems have been internally or operationally centr ic--they are about profiling and collecting

customer data for marketing and cross selling purposes. Too often the emphasis has been on the company's goals,

and not necessar ily what the customer wants. CEM is the opposite of that. It is highly customer-centr ic focused

and utilizes systems, technologies, and simplified processes to improve the customers exper ience with the

company.

When it comes to CRM versus CEM, Shaun Smith points out in his book, "Managing the Customer Exper ience:

Turning Customers into Advocates," more than $46 billion was spent on CRM systems to help institutions get closer

to their customers

I've learned that people will forget what you said, people will forget what you

did, but people will never forget how you made them feel”

…………………….Maya Angelou

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Prof. Soumitra Chakraborty

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SRIRAM NEWS LETTER



Customer experience different from customer service

Even though people seem to think they are the same thing, customer service is really just a component of the

customer exper ience. Customer exper ience is bigger than customer service in that it is the full, and end

exper ience. It starts when you first hear about a company from a friend and ends when you exper ience the

product.

Therefore, customer exper ience encompasses every customer touch point with your brand, whereas the service is

just a component of it.

Is CEM so important to success?

We are dealing with a changing economy r ight now. We have moved from a product economy to a service

economy, and now we’re moving into an "exper ience" economy-- which adds a level of emotion that the product

or service economies did not have.

Many recent brands have been successful by really focusing on the customer exper ience. So, if you do it r ight, and

you generate an exper ience with your products and services correctly, you achieve a lot higher loyalty and many

more advocates for your products.

CEM can improve customer loyalty

It is now being realized that advocacy leads to growth and increased loyalty.

In his book "The Ultimate Question," Fred Reichheld, proves that exceptional customer exper ience creates loyalty

and that a 5 percent increase in customer loyalty increases lifetime profits by as much as 95 percent. He also

proves that companies who are, what he calls, NPS (net promoter score) or customer advocacy leaders, outgrow

their competitors by an average of 2.5 times. So, you can look at this one indicator to find out how many

advocates you have for your product -- meaning, how likely are customers to recommend your product or service

to a colleague. The more advocates you have, the faster your company grows and the more profitable you are.

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SRIRAM NEWS LETTER



The reason for this is that the advocates dr ive the growth of your company in 4 areas:

� They tend to repurchase.

� They buy additional product lines from you.

� Referrals-- they tell others about you and give important word-of-mouth marketing.

� They provide constructive feedback and are always wi lling to fi ll out surveys or responses for the

company, which helps to better a product

Customer-centr ic service providers take care of customer needs at every touch point in the customer lifecycle

(order ing, fulfillment, billing, support, etc.) and emp loy all channels (contact center, Internet, self service,

mobile devices, br ick and mortar stores) and means of communication (phone, chat, email, Web, in-person). They

develop exper ience-based differentiation, which shifts the focus from product features to customer wants and

needs. These exper ience-based providers integrate both internal and external innovations to create end-to-end

customer exper iences. They evaluate their business models as well as and operational support systems (BSS/OSS)

from the customer’s point of view to achieve the level of customer-centr icity necessary to improve customer

loyalty, churn and revenue (Lopez, 2007).

Managing Customer Experience

Customer exper ience is the new innovation frontier for business. Companies are focusing on the importance of the

exper ience and are realizing that “bui lding great consumer exper iences is a complex enterprise, involving

strategy, integration of technology, orchestrating business models, brand management and CEO commitment.”

(2006). An Enterpr ise Feedback Management (EFM) system can be used to collect value feedback from customers.

Microsoft’s Customer Exper ience Improvement Program gives all of its customers the opportunity to provide input

into the design and development of its products. The program collects feedback on how customers use Microsoft

programs and problems they have encountered. The end results are software improvements to better meet

customer needs.

Amdocs (a company that provides software solutions for billing, OSS, web portal etc.) believes customer

exper iences should be intentional. Its customer exper ience systems help communication service providers and

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SRIRAM NEWS LETTER



Other enterpr ises develop an integrated customer strategy that emphasizes a central focus on customer

exper iences the way that they’re intended – consistent, personalized and valuab le.

Conclusion

The execution of a Customer Exper ience Management plan is an analytical and creative process that is focused on

strategy and implementation. The process challenges organizations to become completely customer-focused so as

to differentiate the organization, build r ich relations with customers, and ultimately obtain absolute customer

exper ience satisfaction.

Based on an understanding of the customer, implementing the determined exper ience value through creating a

desired brand identity, increasing customer satisfaction, and keeping the edge wi ll provide the organizations a

means to become entirely customer focused as to attract and retain customers.

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SRIRAM NEWS LETTER



Prof. Ankita Srivastava

The definition of success var ies between people. Achieving personal success does not have to be difficult. Success is not an impossible dream. You can become successful in life. The techniques presented below will show you how achieve the success you have always wanted.

But first you need to know what success means to you. Not some general definition of success. You need to see what you and your life would look like when you are successful. Developing a strong vision of what you wi ll look like when you are truly successful wi ll help you step into that person in your imagination's shoes. You will start living life as a success.

Despite what most self-help experts will tell you, there are no real secrets to being successful. The fact is that you have everything you need inside of you r ight now to become a huge success. The challenge is to excavate your treasure and br ing it to the light so that everyone can see and appreciate who you are and what you can do.

You Were Born for Greatness and to Succeed

Human beings are given a blank canvas called Life upon which we can create our very own work of art, painting whatever picture we desire. Unfortunately, we have not received education in the ways of success, learning things like the value of imagination and visualization.

Most of us never even heard about the basic Laws of the Universe (attraction, retr ibution, polar ity, creation) until adulthood. We were misinformed by well-meaning people and institutions that told us that success is hard to come by a struggle.

This is fiction! And it is time for you to achieve the dreams you have dreamed about.

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A 5A 5A 5A 5----Step Recipe for Step Recipe for Step Recipe for Step Recipe for

Achieving More SuccessAchieving More SuccessAchieving More SuccessAchieving More Success

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To be more successful, start first by thinking of yourself as a success. Look around and recognize the success that you already have. Choose to believe in who you are and your abilities. Then you wi ll intuitively know the r ight actions to take, which wi ll easi ly lead you to the best possible outcome. We’ve been misled to think that success is a destination or something tangib le you can see, like money in the bank or a big fancy house. Success is a feeling, a state of being, where you feel satisfied, joyful, fulfilled, and like you are doing your very best. The old sign of success was external, and about what you have. The new sign is internal—what is called Soul Success, and is from the inside out, based on how happy and on purpose you feel.

Benjamin Disraeli said, “Success is constancy of purpose.” This quote emphasizes the need to live our lives on purpose consistently and persistently.

The ultimate success in life is to answer the age-old questions of

“Who I am?” and “Why I am here?” When you answer these essential questions, you can begin to master the most important lessons of all--- who you were born to be and what you came here to do. This will make setting and achieving goals much easier because they wi ll be in alignment with your soul’s vision and purpose in life. Success is attracted to people who provide value and who invest in themselves. So to attract more success, be success in each and every moment. This means seeing and exper iencing success now.

There are 5 ways that allow your mind to become set for success:

1)completion 2)deletion 3)creation 4)organization 5)delegation.

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Bring Forth the Treasure Within You

The treasure that is within you is your God-given gifts, as well as having the ability to trust in a higher power who wants you to be healthy, wealthy, and wise.

Success comes first in thought, then in energy, and finally in form.

SRIRAM NEWS LETTER



When you feel the need to have “instant success,” organize something, comp lete something, remove something, delegate, and create something. Each of these actions are instant energy shifters and allow you to train your brain to see success, and therefore, “be success.”

5 Step Recipe For Life Success

There are also steps that you can use to be more successful--- follow your inspirations where they lead, set clear intentions, apply focused attention, and take massive action daily. A formula for success is:

Inspiration + Intention + Attention + Action = SUCCESS a) Follow Inspirations This step involves listening to and responding to the inklings, messages, and inspirations your inner self is sending you. It is wise to honor that information and follow where it leads you.

b) Set Clear Intentions This step involves setting your mind towards a specific outcome is (remain open to something even better), and you fully believe it wi ll come to pass. It is wise to write your intentions down on paper

c) Apply Focused Attention This step involves clear ing your mind, br inging your whole self by giving your full attention to the task at hand. It is wise to practice a grounding or relaxation exercise pr ior to beginning.

d) Take Massive Action This step involves doing something every single day to move you towards your goal. It is wise to develop and utilize a strategy action plan.

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SRIRAM NEWS LETTER



e) Beware of Unchallenged Beliefs Now that you know what success really requires, what is stopping you from getting started? Often it is limiting beliefs.

You probably mistakenly believe that you are not good enough, smart enough, etc. These beliefs are just lies you have told yourself that you have come to believe. And it is essential that you uproot any and all beliefs that limit you. Always remember the essential Truth that you already have all that you need to attract more success and happiness, you just need to learn to access your inner power. So, no matter what your present life circumstances, even if they seem less-than-ideal, you can become even more successful starting this very moment by applying these simple steps. Unconscious people often have hope without action, and wish without doing. You are different. You are aware and conscious, and know that to access the success that is already there for you, will have to take 100% responsibility for your life, find out what you really want, and then make the required internal changes to get harmoniously aligned your desires and dreams. (This is where the “inner work” comes in, where you read, study, and get mentored by those who have been where you are going.)

The more you know, honor, love and develop yourself, the more Success becomes attracted to you. Set your sights high, dig deep, be teachable, coachable, actionab le and your Big and Phenomenal Success will arrive right on time.

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SRIRAM NEWS LETTER



Book Review

“Blue Ocean

Strategy” ......by W. Chan Kim & Renee Mauborrne

Prof. Anirudha Chakraborty

Conventional Marketing wisdom advocates a STP strategy whereby marketers’ first segment markets choose a

particular segment / segments and then develop a value proposition and suitab ly position it. The idea behind this

is that the market comprises clusters of homogeneity and if a proper segmentation of needs is done – then

products can be developed to cater to individual segments with greater focus and objectivity.

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SRIRAM NEWS LETTER



The Blue Ocean Strategy

The Blue ocean strategy deviates from this basic premise of marketing. It states that the organisation should not

be subject to constraints of segments and target markets but instead should come out with a value proposition

which straddles as many segments as possible. By adopting a conventional STP strategy the organisation operates

in the “Red Ocean” where there is a lot of bloodbath in terms of competition and operating costs.

The basic tenets of the Blue Ocean strategy are:

- Reconstruct Market boundaries

- Focus on the big picture, not numbers

- Reach beyond existing demand

- Get the strategic sequence r ight

- Overcome key organisational hurdles

- Build execution into strategy

The basic analytical tool the framework uses is what the authors call a strategy canvas. This p lots the key success

factors of the industry and tr ies to identify four types of product competencies:

- Competencies which can be eliminated. These are basically fr ills which don’t offer do much value to the

product offer ing

- Competencies which can be reduced. These are required but maybe not to the extent in the current

format

- Competencies which need to be increased

- Competencies which are to be added

A cr itical point in the book is that a blue ocean strategy also br ings the cost curve of the company down and

creates entry barr iers for others.

An Example of Blue Ocean Strategy from the Indian context

Reliance CDMA Launch

The Indian telecom market in the ear ly part of this decade was dominated by GSM players like Airtel and BSNL.

Handset pr ices were INR 2000+ and tar iffs were also on the higher side.

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SRIRAM NEWS LETTER



Because of cartelisation in the GSM lobby there was no incentive for any player to change this status quo. What

did Reliance do? It launched the 501 offer in which it was offer ing an LG handset with in-bui lt talk time. Suddenly

a new genre of customers who were not buying mobile connections ear lier because of pr ice – now saw a value

proposition that was irresistible. New segments like rural customers and BOP customers started purchasing mobi le

handsets and the Indian market exp loded. Overnight Reliance had a sub base matching Airtel.

Using the strategy canvas Reliance did the following:

-Eliminated features: High pr ice & Luxury features of GSM handsets

-Reduced Features – Some features like camera etc which were not required in entry level handsets

- Increased Features: Durability, Sound (This was a major addition keeping in mind high decibel environs of India)

- New Features: Free minutes.

It also applied the pr inciples of the B lue ocean strategy by looking beyond the targets in which GSM companies

were operating and having a big picture in mind.

Reliance also laid the largest OFC network along with its novel product offer ing. This created an entry barr ier

because GSM operators did not have the excess capacity that reliance had and thus could not copy Reliance’s free

minute strategy.

Question Posed

Is it possible to create a b lue ocean strategy for an Educational institute like ours so that we can move out of the

Red ocean and create a blue ocean for ourselves?

If yes the cr itical questions wi ll be:

- What are the new segments of customers that we can create?

- What features of MBA education can we create new, increase, decrease and eliminate entirely from the

strategy canvas?

- Would this strategy create a lower cost curve for the institute and also give it an advantage over others

which could not be replicated easi ly

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SRIRAM NEWS LETTER



FDP on SPSS

Faculty Development Programme

On

SPSS Salient features of the FDP conducted by Prof Anirudha Chakrabarty on 19/07/2013 SPSS (Statistical Package For Social Sciences) is a statistical package developed for use of

both professionals in Market Research as well as users in social sciences in Economics,

Psychology etc. The options in SPSS are wide ranging from simple data pivots, charts,

computation of means, var iances, regression, correlation as well as comp lex tests (both

univar iate and multivar iate) as well as specialized techniques like Cluster Analysis ,

Conjoint analysis etc. These tests have wide ranging applications in decision sciences. Some

specific applications are:

- Market Segmentation

- Development of Consumer Profiles based on AIO (Activities, Interests, Opinions)

profiling

- Testing for independence of var iables

- Predicting a var iable based on values of dependent var iables

- Positioning of products and brands

- Consumer perceptual mapping

The MDP on SPSS focused on the following areas:

- Data structur ing, pivot tables

- Charts : pie, line, scatter

- Testing for means (single samp le, independent and paired)

- Testing for variances

- Discr iminant and Multiple regression analysis

- Cluster Analysis

- Factor Analysis

- Conjoint Analysis

- ANOVA

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SRIRAM NEWS LETTER



Summer I

ntern

ship

Student’s reflectio

n

Raju Sinha,

Final Year MBA The Summer Internship Program aims at widening a student's

perspective by providing exposure to real-life organizational

and environmental situations. This enab les the student to

explore the chosen industry, build relationship with

corporate people, and hone the ski lls required for the

respective sector. The Summer Internship which I did at

Parag Dairy, Noida, one of the main p layers in the Diary and

Diary products in India not only gave me invaluab le

knowledge and information about how the corporates work

in the first place, but it also gave an opportunity to interact with large number

professionals and enab led me to the networking also as I have never done before in my

life.

For giving this opportunity, I would like to thank SRIMT and the entire team of Parag

Dairy, Noida who rolled out to me the Summer Internship Program which incorporated

in me confidence to approach people, accept challenges and provide appropr iate

solutions.

I consider myself fortunate to work with Parag Dairy, as I got ample opportunity to

explore my strengths and learn the aesthetics of business. I always knew that I would

be able to leverage the scope given to me in the best possib le manner. The healthy

work atmosphere at Parag inspires the beginners like me in barr ier-less learning.

I worked on a research project to identify the weaknesses and threats of Parag marketing strategies and come out with solutions so that the company could evaluate my findings and salutations and better their market share and also look at expanding their base to the nearby areas like that of Greater Noida. This project curved out a new hor izon for viewing things in totality and that undoubted ly gave me lots of confidence to plan for a better career once I complete my MBA. Apart from the designated project, I have also been involved in meeting with the dealers and the canteen in-charge of var ious companies and Institutions with proposals to work with us. The training has taught me the disciplines of office culture and the methods of conducting corporate meetings and business reports. It was really a nice time dur ing my SIP where I learned a lot which would help me to shape myself as an industry ready product.

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Sumeer Sharma Final Year PGDM

It gives me much pleasure and happiness to share my exper ience of SIP in the reputed two wheeler MNC, Royal Enfield (Unit of Eicher Motors).I did Summer Internship Program for the per iod 13th May 2013 to 23rd July 2013 in their Regional training center at Chandigarh. Dur ing my first 15 days in the company, they trained me more on technical aspects of the bikes and the Twins spark engine of Classic 350 & 500 ser ies Bikes. After that I started assisting senior officials of Royal Enfield, Chandigarh and under their guidance I was assigned auditing of the dealers network of the company at

Chandigarh and Himachal Pradesh regions. Side by side I also worked on a project “Comparative analysis of customer satisfaction with Royal Enfield Delhi NCR & Chandigarh”. And if anyone is, interested to know more about my above mentioned project, I can send him or her my detailed SIP report.

Ranjan Kumar

Final Year MBA Student, My exper ience with the Patna Dairy Project (Sudha) gave me so much more than I expected, I thought I was just starting a new internship, something to keep me busy dur ing the summer and to look nice on a resume. However, what I found was much more than that. The internship helped me find new fr iends, learn new things, and meet many professionals in my field. The summer internship trainers and mentors were so supportive and fr iendly. Over the two months of the internship, we worked on many different assignments including market research. Along the way, I improved my professional ski lls and learned to see things from different perspectives. I owe it to my helpful, supportive, and very perceptive mentors at Patna Dairy Project (Sudha) that I recognized how much room for improvement in me.

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SRIRAM NEWS LETTER



“My Srira

m”

Poem

My Sriram

We smile, we laugh, we play, we enjoy

We upset, we shout, we unite, we fight, we

cry…

About all those things that entertained us

In our Sriram Family

We celebrate, we dance, we sing, we act,

We write, we read, we make, we take,

We feel special, we listen words and we listen ideas..

…..that is the life at our Sriram

We mentor, we are mentored, we argue, we console,

We confess, we specialize, we recognize and

We get opportunities…to do a million things

That’s what we did and do in our Sriram family………..

That’s what we do in My Sriram

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Trapti Saini

MBA IInd Year

SRIRAM NEWS LETTER



Inner E

xploratio

n

Inner Exploration

Prof. C Devidasan

“In

pursuit of

Knowledge”

I sat in my study pondering; where does the knowledge come from? Where is it stored?

I tr ied to look for it in Einstein’s brain specimen; but all I could see was muti lated tissues.

E=mc2 was not to be seen anywhere. Then I tr ied to cut open the piano of Beethoven in an

attempt to see his greatest compositions; but all I could see was the

destroyed instrument.

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SRIRAM NEWS LETTER



As the dusk dawned in my backyard, I heard the Cuckoo singing from the bloomed mango tree and in a desperate

attempt trapped it to find out the mesmerizing ragas it sang; but all I could find was a frail lump in its throat. I

searched all the librar ies and devoured volumes after volumes; but all I could find was the neatly pr inted lines in

them......no trail of knowledge. Then I saw a pair of peacocks dancing to the rhythm of the rain droplets and

decided to corner them; but could not find dancing talent they displayed. Instead two lifeless legs looked back at

me.

I felt miserable--Where does the knowledge come from? There has to be a p lace where it has been stored ……..

stored in abundance!!

I searched in scr iptures, turned to seers and knowledgeab le in vain and finally saw a love smitten Rukmini talking

to the Flute handsome Kr ishna had left on the r iver banks of Yamuna as he was taking a bath.

"O Flute, I am envious of you? You are always on the person of my

beloved. I wish I were as knowledgeab le and talented as you are

in singing so that I too could be with my beloved always!”

“Dear Rukmini, look at me; I am just a hollow pipe, there is

nothing in it…neither knowledge nor talent. All I know is when I

try to sing, I see that it keeps coming to me. May be it is His

wish.

Well, finally, I had the answer. Knowledge, Talent, efficiency, ability and competency keep coming to one when

he keeps trying….From where? From UNKNOWN!! That is where it is stored and stored in abundance; to be given to

those who try…..continue to try…….

May be that is His way of rewarding the efforts. Who knows?

Love,

C Devidasan

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SRIRAM NEWS LETTER



Edito

rial B

oard

Chief Patron: Dr. Sriram Luthra (CEO) Patron: Prof. G.K.Tripathi (Executive Director) Student Editors: Raju Kumar Sinha Murari Kumar Ashish Kumar Anshika Thakur Guidance : Prof. Ankita Srivastava Mentoring: Prof. C.Devidasan (Advisor) Prof. Soumitra Chakraborty (Dean)

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Documents

success page

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sriram enewsletter

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