no time for customers
DESCRIPTION
I discuss the importance of Customers, Customer Value and Creating Value with CEO’s and CXO’s of companies of all sizes. We discuss how increasing Customer Value leads to increased profits. Many CXO’s end the conversation saying, “What you are suggesting is important and certainly the Customer is crucial for us. However, we have too many other programs in place…” The Customer priority is generally low in these companies. At first, I used to be mystified that the Customer was not that important to these companies, and that they had no time for the Customer. So, I asked myself, what is more important? What tasks are they carrying out that are more significant? I then started to work with companies on a Task Audit (and these included India’s largest companies). We looked at: Necessary and Relevant work for the Customer Necessary and Irrelevant work Unnecessary and Relevant work Unnecessary and Irrelevant workTRANSCRIPT
No Time for Customers?
Think Again !!!
Gautam MahajanPresident
+91 9810060368mahajan@customervaluefoundation.comwww.customervaluefoundation.com
Why People Don’t Have Time
• Engaged in unnecessary work which has No Value for customers
• Don’t know what is to be done and what’s not• Not aligning every function to Create Value
for customers• Don’t know how to Create Value and what is
Customer Value• Creating policies and rules that have nothing
to do with customers
“No Time” is an Excuse
• Because people are not ready to accept may be “We are doing useless things”
• Don’t want to change traditional approaches of dealing with customers
• Want to be in their comfort zone
Necessary and Relevant work for the Customer
Definition
• Necessary work is essential for, vital to, indispensable to, important to, crucial to, needed by, compulsory required by or requisite for the Customer
• Relevant work is pertinent to, applicable or germane to, or appropriate to the Customer. This is work that can be eliminated without deterioration of present service or product
How to Get Time For Customers
• Think of “Customers” as your top most priority
• Avoid doing work which is time consuming but not value generating
• Keep customers in the centre of your business
• Satisfy your customers not your company’s System
• Only do work, for which customers are willing to pay for
Examples of Useless Task
• Redoing Reports• Unnecessary Meetings • Waiting for meeting to start• Reading useless emails• Not thinking about customers during a decision
making.
In The Times of India, March 8, 2013, there is an article called "E-fatigue setting in? Firms may kill emails"
McKinsey is quoted as saying employees spend 28% of their time reading, sorting and sending emails every day.
CXO’s, you have a choice of hiding behind the excuse of not having time, or doing something about it and in helping Customers get more Value.
Act now!
GET TIME FOR CUSTOMERS
http://customervaluefoundation.wordpress.com/2013/03/13/no-time-for-customers-conduct-a-task-audit/
For Details See Link Below:
Gautam MahajanPresident
+91 9810060368mahajan@customervaluefoundation.comwww.customervaluefoundation.com