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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