Training - Customer Service Excellence

One of the objectives of this blog is to share with all any useful new on the subject of customer strategy. Accordingly, am posting this mail I came across of a training being held across multiple cities in India.

I have no idea on how the program is & I am not recommending the same. Anyone who has attended this or know of anyone who has attended these sessions, please share your thoughts on the same.

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iamregnew@gmail.com

iamregistrations@vsnl.net

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Product centricity to customer centricity

(Photo Courtesy: Purdue University)

In her blog today, Patty Seybold shares a commentary about where organizations go wrong in the journey from product centricity to customer centricity. In Graham Hill's own words -

"The stages start with pure product-centricity. This typically evolves through the development of internal networks of colleagues who need to work together to deliver the value proposition; to cross-functional teams that formalise the collaboration of the internal networks; to a customer segment coordinator who takes on formal responsibility for collaboration across different teams; to a matrix organisation with nascent segment teams reporting to both product and customer management; and finally to bona fide segment managers responsible for all aspects of segment experience delivery. The vertical silos of product-centricity have given way to the more connected, more collaborative customer-centric organisation."

The key phrases (for me) from the above are :

• work together to deliver the value proposition (ought not to loose sight of this)
• formal responsibility for collaboration across teams (in the absence of a culture that fosters team work)
• responsible for all aspects of segment experience delivery (key enabler - accountability)

As important as the end result is, the journey & the milestones involved are as or more important in ensuring effectiveness & sustainability of the end state. 

Custommerce - Customer Centric Initiative in India

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UPDATE (as on 6th Nov 2008)

The folks from custommerce mailed me soon after this blog posting. They have indicated that ways of engaging a wider community for this movement has been discussed in the Kovalam conclave. And they will have some concrete steps soon. 

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custommerce - Strategies for a Customer-Driven Economy

Vision: A customer experience driven globally competitive Indian economy. 

The above mentioned vision statement has prompted me to check on this initiative a couple of times earlier. On trying the join custommerce call for action, a response seem to have emanated from the sales desk of Servion. Though custommerce is termed as a movement, no answers are forthcoming about how I can be a part of the same. 

To be fair, I did receive a notification about their latest conclave in Kovalam. Presentations from the conclave are also available at their site. The presentation Customer Centricity: Challenges in Getting Top Management Buy-in is an interesting topic & on target. 

Still trying to figure how best to contribute to the movement though.