Financial Daily from THE HINDU group of publications
Saturday, Sep 20, 2003
Financial Daily from THE HINDU group of publications Saturday, Sep 20, 2003 |
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Industry & Economy
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Events `To go global, respect customer response' Preeti Mehra
New Delhi , Sept 19 AS India Inc comes of age, `knowledge sharing' becomes a distinct activity to grow, compete and succeed not only in the national markets, but also on the global turf. Hence, common interest forums, workshops and strategy sharings take on a serious role as platforms that even CEOs make time to attend and imbibe. One such coming up next week (September 22- 24) is the three-day CEOs Forum For Customer Responsiveness in the Capital, the brainchild of Mr Niru Mehta, Vice-Chairman, Tata Telecom and Managing Director, Avaya India, whose efforts bring together CEOs from across industries to throw light on the subject. Mr Mehta has initiated such a forum for a second year in succession, as he believes that customer responsiveness is the way to go for Indian companies looking for a space in the global business arena. Having used the strategy for the restructuring of Tata Telecom to great success, Mr Mehta wishes to invite CEOs to join him in a movement to build a customer centric world. He said that customer responsiveness is not customer care as several people are inclined to think. Customer responsiveness goes much beyond such a narrow definition and is an end-to-end business strategy that is inclusive of all aspects such as product design, the supply chain, marketing and so on. "It needs turning the organisation on its head,'' he explains. Last year's CEO Forum helped Mr Mehta connect with 1,500 CEOs "and a fair amount of them came back with a positive response,'' he says. Recounting the three ways to design a company - on the basis of better pricing, better product services and customer responsiveness, Mr Mehta felt that for India to compete globally, `customer responsiveness' was the best bet as on the pricing front it was difficult for India to match up to China's low pricing strategy.
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