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 work

1. No Time for Customers?
Think Again !!!
Gautam Mahajan
President
+91 9810060368
mahajan@customervaluefoundation.com
www.customervaluefoundation.com

2. 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

3. “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

4. Necessary and Relevant work for
the Customer

5. 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

6. 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

7. Examples of Useless Task
• Redoing Reports
• Unnecessary Meetings
• Waiting for meeting to start
• Reading useless emails
• Not thinking about customers during a decision
making.

8. 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.

9. 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!

10. GET TIME FOR CUSTOMERS

11. For Details See Link Below:
http://customervaluefoundation.wordpress.com/2013/03/13/no-time-for-
customers-conduct-a-task-audit/
Gautam Mahajan
President
+91 9810060368
mahajan@customervaluefoundation.com
www.customervaluefoundation.com