Showing posts with label crm. Show all posts
Showing posts with label crm. Show all posts

Friday, November 22, 2013

9 ways to check whether you are in Obsolete Business

To continue from my previous blog Are you in the business of selling obsolete products & services?  , Usually obsolete products and services are not in demand or enjoy lesser demand. 

Look at erstwhile cinema houses and multi-screen multiplexes , look at Udipi South Indian hotels & fast food/pizza/burger chains, look at housing societies built 10/15 years back and present day housing societies,  look everywhere hospitals, retailing , banking - everything has changed and is changing. Everything is moving from being product & services to experience. 

It is the need of today. This shift happens with every new generation of consumers. With new generation of consumers comes new generation of entrepreneurs. They break the old way of thinking and create blue ocean for themselves. 

Therefore issue is to check whether you are in the business of selling obsolete products & services. Here obsolete doesn't means typewriter vs computer. Here it means old way of thinking about business. 

Yes , 

1) If CUSTOMER is not at the center of all your thinking and action , you are in obsolete business.

2) If EMPLOYEES are not considered most important asset of the business , you are in obsolete business.

3) If CRM is the only thing that is happening as far as customer services is concerned ,  you are in obsolete business.

4) If OFFLINE is the only mode of your doing business ,  you are in obsolete business.

5) If SOCIAL MEDIA and CONTENT MARKETING is not a part of your marketing plan, you are in obsolete business.

6) If your enterprise is not measuring customer experience and employee happiness along with ROI and ROCE, you are in obsolete business.

7) If your enterprise is only thinking about single bottom-line and not about social and environmental impact of your business, you are in obsolete business.

8) If your branding and advertising is not matching with actual customer experience,  
you are in obsolete business.

9) If your board is not comprising of professionals from diverse fields & Corporate Governance is only limited to compliance , you are in obsolete business.

If you escape all the above IFs , YES, you can congratulate your self , your business & its products & services are NOT obsolete. 

Even if your are selling TEA and not using any advance technology to produce  , all the above pointers will keep you out of OBSOLATION. 

Saturday, March 30, 2013

Indian Retailers’ Priority Mismatch

I was going through  RAI – TCS Study 2013.
What I found interesting is this:
At retail store level priority wise  focus area for 2014 are 
1) Overall Profitability
2) Improving Customer Service
At organisation level priorities are ; 
1) Improving Bottomline
5) Improving Customer Services
6) Improving Loyalty  and Retention
9) People Training
10) CRM and
11) Process Improvements
Companies want to improve customer experience (CE) at store level however things which improves customer experience finds priority 5 onward at company level.
This is the problem not only of retail industry but most of the industries.
Every companies in every industries have become aware that Customer Experience is the way to be and that is the only thing that will give them sustainable competitive advantage. This is even clear from the above study as companies wants Customer Service as priority Number 2. I still doubt that what companies means customer services is not what customer experience is all about. However lets for a moment assume that what they mean customer service is infact customer experience.  Even though priority to better that is not visible at enterprise level.
Companies want to better Customer Service/Experience but do not put the same at higher priority @ enterprise level.  Therefore at enterprise level action will not be commensurate with the priorities stated at store levels.
For real experience creators like Starbucks, Virgin , Apple or Zappos , customer experience is the  top most priority. It is the better CE that drives bottom-line. These companies have focus on better and better CE which in turn drives top as well as bottom-line. CE has assumed the role of key differentiation for these companies.
Forrester Research says better CE drives bottom-line, top line and builds brands on social channels. In surveying nearly 5,000 consumers, Forrester found that across many industries they prefer better experiences than lower prices.  There are case studies which suggests better CE can support triple bottom-line i.e. profit, people and planet.
Point is , better CE drives top-line & bottom-line , Indian retailers wants the same at retail store level however at enterprise level they act differently.  Unless enterprise as a whole focus on better CE and aim to become champion of CE in their own segment , they will continue to have this kind of mismatch and they will continue to find bottom-line growth where it is hardly available.
This report is telling all the players in retail industry why they are struggling to achieve their priority number 1 i.e. bottom-line growth.
Put better Customer Experience at the center of your store level and enterprise level priority number – 1  ( Irrespective of Industry ). That is the starting point of every other initiatives and focus area.