Differentiation and growth are key levers sought by most businesses and challenging to achieve in the last 10 years. There are distinct levels of maturity to achieve the highest extent of customer centricity.

A Capital Equipment perspective The last 6 months of COVID have impaired the serviceability quotient for the manufacturers. They have gone beyond their comfort zone and used various options to deliver optimal service to their client. This report highlights: What the various...

I recently had an extremely bitter customer experience with a food chain which delivers food at home which got me thinking about this post. About the Company As a long term patron of 5 years, I loved ordering at this place because the value proposition was reasonably hot food served...

Recently I had the opportunity to present a session at NHRD Pune Chapter (https://www.linkedin.com/pulse/nhrd-pune-chapter-presents-workshop-hr-analytics-nhrdn-pune-chapter) As part of a day-long HR Analytics workshop.  Apart from Feedback Consulting, other speakers included...

A colleague of mine who is an astute program manager and business consultant asked me this question recently what is the difference between Stakeholder Management and Stakeholder Engagement and are they interchangeable ? My quick thoughts on this subject. What is Stakeholder...

In a given firm it is safe to say there are multiple change management initiatives running at the same time which vie for the time and attention of key executives some examples of corporate initiatives Sales transformation Value articulation Employee engagement IT Transformation...

A great marketing program especially in the B2B context puts the customer at the heart of the business and is the central tenet of value marketing. Value Based Marketing is about generating products and services which are rooted in the needs of the customer rather than the need of...

As a practising Customer Satisfaction Survey professional, this is a question I often ask my clients. Who actually owns the “Customer” within your organization? In case of other stakeholders, this question is much easier to answer. For example Employees are owned by HR Team...

It is interesting to note there are several aspects of B2C marketing which is slowly becoming mainstream even in B2B marketing initiatives but one intervention which does not translate easily are customer loyalty programs Customer Loyalty Programs in the B2C scenario is pretty...