This document discusses customer centricity and how organizations can improve their focus on customers. It provides an overview of workshops and training programs offered by Anand Kasturi to help organizations align employees, empower managers with tools for customer centricity, and launch transformation programs. The workshops are designed to help organizations reflect on customer centricity, develop shared mindsets, and commit to customer-focused goals. Managers need specific methods to implement customer centricity in reality, and Anand provides proven techniques. Successful transformation requires senior leadership sponsorship and employee involvement. Anand has facilitated workshops that institutionalized customer centricity within many organizations. Testimonials from previous clients praise Anand's industry knowledge, effective training style, and

1. Customer
Centricity
www.anandkasturi.com
Anand Kasturi
Workshops
 Mindsets, alignment
 Tools for managers
 Transformation programme

2. Customer Centricity
Customers today are getting more and more demanding. The organisations that will survive are those
that will take care of, and thus retain, their customers.
Especially in these difficult times, it is critical for businesses to focus on customer centricity as a strategic
imperative that leads to profitable business growth. As Peter Drucker put it - the single most important
thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a
satisfied customer.
Do you really have a choice?
Create shared alignments,
mindsets
Organisations with existing
customer centricity programmes
would require all employees to get
'on board', to align to the idea of
customer centricity, to work with
mindsets orientated towards
customers.
With Anand's workshops designed
to help reflect, brainstorm, share,
and commit ...
the organisation's goals are
faster and easier achieved.
Empower managers with service management tools
A central challenge to customer centricity is that everything
about it sounds like 'common sense' and simple. But, as every
seeker of a healthy life who's been told 'eat better, exercise
more' knows - 'simple' is not always 'easy'!
Managers need specific tools and methods to make
customer-centricity a reality at the workplace. Anand brings
to the table a treasure-trove of proven practical tips and
techniques - robust because they are based on a meld of
services management body of knowledge, and real-life success stories.
What do you want to do?
 Create shared alignments, mindsets?
 Provide managers with tools to
implement customer centricity?
 Launch a customer centricity
transformation programme?
Launch a transformation
programme
In a 2008 global study, IBM found
that the #1 challenge for change
management was 'mindsets and
attitudes'. And that the two most
effective solution strategies were
'Senior Management Sponsorship'
and 'Employee Involvement'.
Anand has facilitated 'action
workshops' with leadership teams
(starting at the top) of many
organisations - that have led to
institutionalisation of
customer-centricity within the
organisation.
To discuss how Anand's highly effective customised workshops can help your organisation with Customer Centricity
call +91 98862 69603 or email <anand@anandkasturi.com>

3. Testimonials
Dr. Kasturi .. understood our needs .. worked
with us gently yet expertly to ensure that our
transformation is institutionalized. His
industry knowledge, energy in delivery,
responsiveness and professionalism
enabled him to be a key driver in our
success.
Vice President, Support, Oracle Corporation
(Anand's) contribution to our training program
has been significant ... (his) ability to relate the
topics back to real life situations has meant that
it has touched many people in the region.
AsiaPac Regional Head
Investment Banking Operations of a €30b bank
Training style was different and effective. Trainer
was able to show ... practical ways to improve
(client) relationships.
(Trainer was) very knowledgeable. He was very
concerned with our feedback, both positive and
negative. I liked the presentation format .. and
examples from other global workshops.
Selected feedback from participants of London/
Birmingham workshops, 2008 - 2009
Dr Anand Kasturi
The facilitator - Dr Anand Kasturi - is
a 'specialist' consultant trainer with
over 20 years' experience in the area of
Service Management.
Anand has degrees in Engineering,
Management , and a PhD in Service
Management.
His clients are from technology,
healthcare, financial services,
Government, retail, hospitality, travel/
tourism and telecom.
People from Australia, Canada, China,
Egypt, France, Germany, Hong Kong,
India, Japan, Philippines, Romania,
Seychelles, Singapore, South Korea,
Sri Lanka, Taiwan, Thailand, UK and
the USA have attended Anand's
workshops.