Tag: Business

Innovation, transformation

Starting a Digital Transformation Journey

Premise: It seems like there can’t be a day that goes by when I don’t hear the word transformation being tossed around, usually with the prefix – Digital. At a deep level, I think everyone knows and understands that transformation of any kind is not only difficult but in most cases has an extremely low probability of success. The term digital transformation is a misnomer which has quite a lot of people confused. It is first and foremost transformation, of course enabled by digital technologies but people confuse this with digital becoming the operating word instead of transformation. This is […]

Sales

Building High Performing Sales Teams

Are you under constant pressure to deliver an ever increasing sales targets? Do you want to explore if there is a way that you can build a culture that enables high performing sales teams and guide them to consistently push the limits and deliver quarter after quarter? Then join me in my quest to find out what it takes to build such a culture. In my opinion, there are three components that contribute to building a culture that enables a high performing sales teams: Sales Process – Do you have a clearly defined sales process and do your sales execs […]

Customer Engagement

Are large Indian retailers battle ready?

In their current state of operations, Indian organized retailers are in no way equipped to compete with the likes of Walmart, Tesco or Target. Let me re-count to you my experience based on which I have come to this conclusion. Last week, I went grocery shopping with my wife to a large format retail store in Bangalore. I was appalled at the thoughtless design of the store and the lack of the willingness to serve the customers in the entire staff. In my opinion, there are 2 key performance areas which are critical for a retailer to succeed in a […]

Customer Engagement

Future of customer service in a social world

In the good old days, if we had to contact our bank or for that matter any business, we used to reach out to our phones and give them a call. The call would then be routed to a call center (usually, after about 10-15 minutes of listening to some music that would be played while we waited for an agent to get free and take our call). This, of course would be after having had to find our way through the maze of options (which used to be so complicated that it required us to be entirely focused on […]