Gautam Mahajan
Gautam Mahajan
Gautam Mahajan, President of Customer Value Foundation is the leading global leader in Customer Value Management. Mr Mahajan worked for a Fortune 50 company in the USA for 17 years and had hand-on experience in consulting, training of leaders, professionals, managers and CEOs from numerous MNCs and local conglomerates like Tata, Birla and Godrej groups. He is also the author of widely acclaimed books "Customer Value Investment: Formula for Sustained Business Success" and "Total Customer Value Management: Transforming Business Thinking." He is Founder Editor of the Journal of Creating Value (jcv.sagepub.com) and runs the global conference on Creating Value (https://goo.gl/4f56PX).
Convert Co-Opportunity to Co-Creation to Give and Get More
The Business Roundtable and Davos both have stated the purpose of a company is to create value, not just shareholder wealth creation. Perhaps we should…
What is Value Creation and the new Purpose of a Company?
My friend, Dr. Eddie Pinto, who is one of the best medical doctors I know, knowledgeable, up-to-date, caring and concerned about patients wrote to me:…
Marketers: Reduce Customer Value Deprivation, Grow Your Markets
Customer Value is all about Value creation. This is what we tend to concentrate on: the positive experience, delight, positive Customer Value. We forget...
Look at Value Destruction to Create More Value
‘Every act of creation is at first an act of destruction.’ Pablo Picasso Many companies analyse value destruction after the fact. Very few try to…
Why is CX Not Impacting Trust?
CustomerThink has conducted a study on CX and its relevance. They find that the CX index and the CSat index has not gone up...
Are Firms Becoming More Human?
I am writing this article because of potential Value Creation for companies and possible reduction of Customer Value in the future. All of you...
Are You a Value Maker or a Value Taker?
I am writing this in CustomerThink because I want readers to think about the future. And not be like me, when I was in...
Is Value Co-Creation Always Necessary?
Much has been written by experts on value co-creation. Some believe that without co-creation value cannot be provided. I have a view which is similar...
Why McKinsey Says Link the Customer Experience to Value
CX is one aspect of creating value. But in the case of a CVA (Customer Value Added) measurement, the questions are asked of the decision…
Are Value Creation and Destruction Two Sides of the Same Coin
Value Destruction: Non Value Added Tasks Destroy Value Companies have many non-value added tasks, processes, events, wastage that are non-value adding. These include starting meetings…
Use Customer Value to Fill In the Cracks in Customer Experience
There have been cracks in the CX story. And now there is another article by a CX proponent, Charles Bennett of the Next Ten...
Attractology and Business
"The law of attraction is: You don't attract what you want, you attract what you are," according to American philosopher and author Dr Wayne...
Customer Value Economics: The High Cost of Poor Service
This doesn’t make sense, you think. Doing less cannot cost more. You have to look at the net cost. Many actions that add value do...
Value Creation: CEOs Must Tip the Balance Towards Retention
Curt Fowler wrote in the Moultrie Observer on Driving Growth through Customer Excellence. He quoted HBR in...
5 Steps to Becoming an Outstanding Customer Expert
Many of you are good at being Customer focussed, and are Customer Experts. How can you become...
Become a Customer Expert! Start by Clearing 9 Misconceptions About Customer Value
Many of you are Customer experts, or close to being one. It is a matter of using what you have learnt, and what you...
How Customer Value Can Improve Your Price
If you create the value that the Customer is looking for, and if he perceives that you...
The Big Bang Comes When Business Needs and Customer Necessities Coincide
For a business, there are many tasks that are relevant and many that are necessary from their point of view. There are tasks that...
Using a Customer’s Bill of Rights to Build a Customer Culture
In my last few column articles, we discussed how to measure Customer ...
Co-Create Value with Your Suppliers and Partners
Purchasing professionals are focused on adding value to their companies, and so are sales and marketing professionals selling to them. Both of these professionals, however,...