Gautam Mahajan

How Customer Value Management Increases Both Customer and Company Value

There is has been much talk about giving away too much to the Customer to the detriment of the Company. Companies should be Customer-centric...

Are Companies Loyal?

I came across a cartoon at Economic Times, which showed two executives speaking and one saying: It’s...

Journey of a Customer Value Creation Evangelist

So many articles are written about the Customer and how to make him happier. These articles just tweak the same theme and play the...

A Step in Value Creation Implementation: The Customer Department

Value Creation is all about how it impacts CEO thinking on short term vs long term, and how he can...

Creating Value for Suppliers is Good for Business

As Customer advocates we tend to see the Customers viewpoint. We want the supplier to understand and pander to the...

Are Customer Value Management (CVM) and Customer Experience Management (CXM) Different? Are Their Metrics...

CVM focuses on creating value for customers. To do so, one must understand what customers value. What is important to...

Are We Blowing in the Wind

I look at esteemed customer think tanks, such as Customer Think, Customer Value Foundation, and CVCI and well know customer thought leaders. We all...

Why empower employees if you can get away with it

Why empower employees if you can get away with it: a different (flawed?) customer strategy Every Customer consultant says EMPOWER Thy Employee! This is the...

Building the Customer-Centric Mind-set: Customer-Centric Circles

So many articles are written on customer-centric processes and training. Very few talk about changing the mind-set. The customer-centric or Customeric mind-set starts at the...

Value of Belonging: the Orphaned Customer

A few days ago I wrote about anonymous customers (anonymous because companies do not know them, nor do theymake an effort to view their...

Anonymous Executives and Customers: Good for Business?

I often look at the business world and wonder. What are they all about? They spend oodles of money in branding (in simple terms...

Do Customer Value, Total CVM, CX, CSat use different metrics? Should they?

I have been looking at an attribute tree for a product in the first chart, and questions one would ask (in the second chart)...

Why Leadership-Development Programs fail: A Contrarian View

In a recent article, Pierre Gurdjian, Thomas Halbeisen, and Kevin Lane of Mckinsey outlined the reasons why leadership development programs fail. Some salient aspects:...

8 Reasons Why Your Company Isn’t Creating Value

Value Creation is a distinctive mind-set. It is a mentality driven by enhanced self-esteem, awareness and pro-activeness. It goes beyond...

Should Executives Think like the Customer?

Would you be a better executive if you had a little bit of Customer in you? As executives, do we realise we all started off...

From Value Grabbing to Value Creating: Lesson for Leaders

A Diwali Special and Happy Diwali Delivering Happiness, Giftivism and Conscious Capitalism all have common messages, one of which is ‘Give Forward’. That is you create...

Customer Value Migration

Your Customers move where they perceive they get better Customer Value, causing your company Value to migrate to competition Step1: The Company does something to...

Long Term Strategy Creates More Shareholder Wealth Than Short Term Results

To Create more Shareholder Wealth, would you Focus on the Short Term? The CEO has to think whether Value Creation is a flawed concept, particularly...

Whom do I work for?

If you work for a company, whom do you really work for? Or whom should you really work for? Ask an executive this question and...

Training vs. Mind-set in Value Creation

What we want to create is a H2H environment in our company and with our customers and partners.  Is it the mind-set or the training...

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