No Time for Customers?Think Again !!!Gautam MahajanPresident+91 9810060368mahajan@customervaluefoundation.comwww.customerv...
Why People Don’t Have Time• Engaged in unnecessary work which has NoValue for customers• Don’t know what is to be done and...
“No Time” is an Excuse• Because people are not ready to accept maybe “We are doing useless things”• Don’t want to change t...
Necessary and Relevant work forthe Customer
Definition• Necessary work is essential for, vital to,indispensable to, important to, crucial to,needed by, compulsory req...
How to Get Time For Customers• Think of “Customers” as your top mostpriority• Avoid doing work which is time consumingbut ...
Examples of Useless Task• Redoing Reports• Unnecessary Meetings• Waiting for meeting to start• Reading useless emails• Not...
In The Times of India, March 8, 2013, thereis an article called "E-fatigue setting in?Firms may kill emails"McKinsey is qu...
CXO’s, you have a choice of hiding behind theexcuse of not having time, or doing somethingabout it and in helping Customer...
GET TIME FOR CUSTOMERS
http://customervaluefoundation.wordpress.com/2013/03/13/no-time-for-customers-conduct-a-task-audit/For Details See Link Be...
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No Time For Customers

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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

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No Time For Customers

  1. 1. No Time for Customers?Think Again !!!Gautam MahajanPresident+91 9810060368mahajan@customervaluefoundation.comwww.customervaluefoundation.com
  2. 2. Why People Don’t Have Time• Engaged in unnecessary work which has NoValue for customers• Don’t know what is to be done and what’s not• Not aligning every function to Create Valuefor customers• Don’t know how to Create Value and what isCustomer Value• Creating policies and rules that have nothingto do with customers
  3. 3. “No Time” is an Excuse• Because people are not ready to accept maybe “We are doing useless things”• Don’t want to change traditional approachesof dealing with customers• Want to be in their comfort zone
  4. 4. Necessary and Relevant work forthe Customer
  5. 5. Definition• Necessary work is essential for, vital to,indispensable to, important to, crucial to,needed by, compulsory required by orrequisite for the Customer• Relevant work is pertinent to, applicable orgermane to, or appropriate to the Customer.This is work that can be eliminated withoutdeterioration of present service or product
  6. 6. How to Get Time For Customers• Think of “Customers” as your top mostpriority• Avoid doing work which is time consumingbut not value generating• Keep customers in the centre of yourbusiness• Satisfy your customers not your company’sSystem• Only do work, for which customers are willingto pay for
  7. 7. Examples of Useless Task• Redoing Reports• Unnecessary Meetings• Waiting for meeting to start• Reading useless emails• Not thinking about customers during a decisionmaking.
  8. 8. In The Times of India, March 8, 2013, thereis an article called "E-fatigue setting in?Firms may kill emails"McKinsey is quoted as saying employeesspend 28% of their time reading, sortingand sending emails every day.
  9. 9. CXO’s, you have a choice of hiding behind theexcuse of not having time, or doing somethingabout it and in helping Customers get moreValue.Act now!
  10. 10. GET TIME FOR CUSTOMERS
  11. 11. 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

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