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).
Loyalty: Real or Fiction?
Dictionary meaning of Loyalty: unswerving in allegiance I keep reading loyalty is wonderful and how Customers are loyal or can be made to be loyal. And...
What is Customer Value and How Can You Create It?
Value has many different meanings. To some Value means price (what is the value of this car?) to others it...
The One Way Send: Receive is Only for Payments!
Have you noticed when dealing with companies, especially through the e-media, the company can get in touch with you? They...
8 Myths About Customer Value
Here are some common ideas posted in blogs, and what is factually correct 1. Satisfaction is the...
Flawed Assumptions
I have been reading research saying NPS and CSat both correlate to retention. I find the studies...
The Customer Department
Value Creation is all about how it impacts CEO thinking on short term vs long term, and how he can add value to customers,...
Outsourcing our Customers without realising it: 5 Ways to Handle Outsourced Customers
Outsource the Customer. How stupid. Yes, all of us know we outsource many parts of our business (from call centres, to billing, to market...
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 Appropriate?
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:...