Railsfactory being customer centric


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Railsfactory being customer centric

  1. 1. Being “ Customer Centric” © 2006-12 Rails Factory | www.railsfactory.com
  2. 2. What is Customer Centric ? <ul><li>A customer-centric organization puts the customer at the center of the organization (think of a circle with the customer in the middle, then the next circle surrounding the customer circle is the company. </li></ul><ul><li>CCO is operated from a customer point of view. </li></ul><ul><li>Team orientation to the needs and behavior of its customers. </li></ul><ul><li>Always focus on bringing value to your customer. </li></ul>
  3. 3. <ul><li>Sales is a byproduct of great customer experience </li></ul><ul><li>Unified communications from the team. (Sales – Delivery same language ) </li></ul><ul><li>Build positive brand experience by delivering value and not just adhering to rules. Objective is to build a brand ambassador out of that experience. </li></ul>What CCO mean to you ? <ul><li>Sales Team (Focus on customer rather than sale) </li></ul><ul><li>As a project team take ownership in proactively working on customer solutions, rather than reactively handling complaints and resolving customer issues </li></ul>
  4. 4. <ul><li>  “ We aim not just to meet your expectations, but exceed them. Have I done that for you today?”  </li></ul>Learn from Leaders ! <ul><li>  Capture customer feedback as audio recordings of team appreciation </li></ul><ul><li>  “ I am not designing software for other people ,… I am designing for me !”  </li></ul>
  5. 5. <ul><li>Deliver WOW Through Service </li></ul><ul><li>Embrace and Drive Change </li></ul><ul><li>Create Fun and A Little Weirdness </li></ul><ul><li>Be Adventurous, Creative, and Open-Minded </li></ul><ul><li>Pursue Growth and Learning </li></ul><ul><li>Build Open and Honest Relationships With Communication </li></ul><ul><li>Build a Positive Team and Family Spirit </li></ul><ul><li>Do More With Less </li></ul><ul><li>Be Passionate and Determined </li></ul><ul><li>Be Humble </li></ul>Core Values in Zappos !
  6. 6. Listen to voices online! <ul><li>Listen to your customers on social media and online communities. </li></ul><ul><li>Collect and analyze social data for trends, pain points, preferences in your specific domain </li></ul><ul><li>Build a learning relationship with your customers </li></ul>
  7. 7. <ul><li>They believe the best way to improve sales is to view them as an outcome of great customer experiences rather than something that can be directly affected. </li></ul><ul><li>Have an “employees first” approach. An Employee First means employees are treated with great respect. They’re trusted with the authority to deliver on clearly accountability, clear direction and clear guidelines and fully supported when they make decisions that improve the customer experience. </li></ul><ul><li>Measure project performance by customer focus metrics. These are metrics that represent the perceptions and voices of their customers. Take effort ensuring these voice of customer metrics are credible, reliable and accurate, and focus on customers incessantly </li></ul>Key Takeaways ! Road Forward !
  8. 8. <ul><li>1) routine celebrations/awards (e.g., customer testimonials for individuals at staff meetings and railsfactory Internal); </li></ul><ul><li>2) peer-to-peer awards (e.g., Internal Project 2 project KT); </li></ul><ul><li>3) customer-nominated awards (e.g., Team specific awards at Starbucks) </li></ul>Key Takeaways ! Awards and Rewards !
  9. 9. Our Assets !
  10. 10. www.railsfactory.com RailsFactory HQ, Whites Road, Chennai, TN, India -600033 www.facebook.com/RailsFactory blog.railsfactory.com Email: info@railsfactory.com http://www.twitter.com/railsfactory
  11. 11. Syed Nazir Razik <ul><li>Executive Summary </li></ul><ul><li>Strategic planner and tactical leader with proven Project Management, Software Product Development, Quality Assurance, Product Support, Technical Marketing and Business Development experience. </li></ul><ul><li>Passion for customer delight and satisfaction, delivering business value to customers, stake holder satisfaction, mentoring the team, managing remote & geographically dispersed teams </li></ul><ul><li>Development of Drupal based CMS and Open Source Commerce Systems like Presta shop. </li></ul><ul><li>Expertise in Value creation, Branding, Social Media strategies, Technology Outsourcing and Developing Market Strategies for the International Market. </li></ul><ul><li>Work Experience: </li></ul><ul><li>Over 20 years of cross functional experience working with multi-disciplinary teams </li></ul><ul><li>Working as Principal Advisor-Project Management and Value Creation at RailsFactory </li></ul><ul><li>Working as Director-Corporate Membership at ISOC India Chennai </li></ul><ul><li>Working as Managing Partner at Fuente System Pvt Ltd </li></ul><ul><li>Working as CoFounder – Secretary at The Knowledge Foundation </li></ul>