Category: Change Management

Human Dynamics in the IT corporate world

Business prepositions are changing, day to day and people are looking for external help to build their sales force to bring in new clients for the purpose of sustaining their existing revenues and also for their future growth. Anticipating high risks and vulnerability for any untoward exigencies with readiness is crucial for the sustenance of the companies, once they reach the optimal level of growth. Organizations plunge into the tides of global markets with their balance sheets showing either profits or losses over a period of time and sweeps through with enormous growth after crossing the bridges and horizons of walls of destiny.

In the mean time, there are dialogues between the people on process corrections to gain healthy trends of changes and modifications that are required to face the competitive environments. Trifling discussions matters a lot and useful decisions have been arrived at the end of the tunnel. This would happen for the good, but conduct and patience will be tested in tough times.

How does it matter for us? Do we need to enter into the state of conflict resolution?  

Transactional analysis speaks about the state of mind and classifies into three different states: 1) Parent 2) Adult and 3) Child.

How does it address our problem in hand? Yes, we need to examine the facts on the table by understanding the processes that exist and the new dimensions that are chosen to begin and pour a new life in the bottle of growing business. How do we conduct this paradigm shift in minutes? And who would be responsible for the end result? There are many questions that need to be addressed without proper answers.

What is that we expect from people today? The answer is understanding, wherein understanding the subject churns out the essence.

Life cycle of an employee is not a very big event in the companies with ever changing configurations and dimensions. Situations compel people to come, work and live together as long as they have a proper understanding in uniformity with sacrosanct approach, which prevails and controls the life blood of every situation.

Many people get into this trouble due to lack of awareness of their current state, which is beautiful and designed well like a digestive system that works continuously without any break and seeking anyone’s help. Children live without any inhibitions, mingling and forgetting their quarrels.

Accepting new changes and formalization is a general practice of the industry, provided it is supported by logical and bench marking conclusions. Change just for the heck of it would not help and back fires often due to lack of support in the system.

Steering of the tables, revered manifestations of the folks, enduring relationships and endeavoring examples of business makes people bullying and hounding in their arguments and creates gaps, which in turn results in gulf.

Business procrastinations and alarming the people with more confusion will be treated as rotten culture, which has been carried forward from the ages of global history. “What is so great about the human history? Our entire history is full of human harassment”. Taj Mahal was built by 20,000 workers which is a monument of the nation. There are about 20,000 people whose fingers were cut due to the unparalleled treachery of Shajahan, to ensure these people never built such a magnificent monument in near future that is awesome and spotless.  “Where are the prevailing saints, when Kargil wars were fought and people had died for the mother land?” We need to ponder and understand.

How do you conduct the transactional analysis – to understand parent ego (satvik), adult ego (rajasic) and child ego (tama sic).

There is no species in the world, which were born and living without these 3 gunas of the western world called parent, adult and child ego states – without which one cannot move an inch in their endeavors.

The clash is between these gunas and not between the individuals. If organizations understand this culture and nurture it for betterment, controversies get diluted and dissociated like snow waters, and purifies the fruitful lands of corporate soils.

By Ravi Shankar
HR Director, CRMIT Solutions

 

 

CEM : Customer Experience Management

Yesterday I had a casual lunch conversation with one of my colleagues and the topic of “Online Purchases” came up. He quoted a particular website and said “Their website is good, but the way they run their buses, it is horrible to say the least!”

I was surprised, because to my knowledge that website doesn’t run any buses. They just allow you to book tickets from various bus service providers and that’s it.

Personally, I have used this website many times, I know they don’t run any buses and hence I only book tickets from bus services which are highly rated by fellow users. As a result, I never had a bad experience. I would gladly recommend their website to anyone.

But my colleague, had a totally different view on this. He said he will never book tickets from them anymore.

So, I decided to probe further and asked him about the ‘bad experience’ he had with this website. His response was ‘Their buses start late, arrive late, they are dirty, Air conditioning is poor…’

‘But wait, these are the problems of Bus Service Provider, The website where you booked the ticket can’t be held responsible for these operational issues. They just act as agents and allow you to book a ticket at the comfort of your home, that’s it.’

‘I don’t care. For me they sold the ticket, and they are responsible for my travel experience. Isn’t it?’

Now, you can’t argue with this logic!

Few days back, I had a similar experience when we tried to buy a washing machine for home. We went to a super market, looked at various models, and were debating on which one is best for our needs. My wife had some additional questions about few of those models, and asked the sales person.

Unfortunately, that person was not able to answer any question my wife asked. It was clear that he didn’t understand anything about washing, forget machines. He is simply paid to stand there and tell people what models are available and how much they cost.

My wife got really upset about this. ‘Let us go to some other store’, she decided abruptly.

‘But why?’

‘These guys don’t know anything about the products they sell!’

I tried to explain her how retail industry works. ‘This super market deals with hundreds of brands, thousands of products, it is practically impossible for them to know technicalities of all those goods they sell.’

Her response was almost same as my colleague’s, ‘I don’t care. I buy from this shop, and they should give convincing answers to all my questions, Else, I am not buying from them!’

So, Consumers are not ready (or don’t want) to understand the gap between Sales and Delivery / Usage Experience. It is for companies to manage. They don’t care if you sell somebody Else’s product, they want the entire process to be smooth and you are responsible for it, end to end!

When you look at the way most companies are organized, there is a Research division which looks at various customer needs and imagines products. Then we have a production division which makes these products, we have Sales / Marketing divisions which take care of the selling process and Support division to take care of customer issues. Each one of these divisions have their own problems / solutions and boundaries.

Not anymore. A sales guy can’t say “My CRM ends when an opportunity is converted to an order”, a Service guy can’t say “No Purchase, No Support”, Whether we like it or not, we need to do everything possible to make sure that EVERY touch point a customer has with us, are giving them the best possible experience.

For example, someone coming to your website, visiting your twitter page / facebook wall, buying your product in a small store, calling the telesupport number to report an issue, talking to their friends about how your product functions … all these touch points (and more) are important, and as a company you need to make sure all these experiences are great. This is not optional anymore, one bad experience in any of these touch points can drive tons of business away from you.

Customer Experience Management, that’s where the future lies. CRM is not enough, it’s going to be CEM Era now!

Naga Chokkanathan,

Senior Director, CRMIT

Originally Published In : http://nagachokkanathan.wordpress.com/2012/05/03/why-not-manage-experiences/

User Experience Of Oracle Fusion CRM

One of the major attractions (and useful features) of Oracle Fusion CRM is, its User Experience. The entire user pages are split into multiple areas such as:

  • Global Area (Common Tools and Services)
  • Regional Area (Specific Tools)
  • Local Area (Transactions, Information, Actions)
  • Contextual Area (Additional Information on what we are doing)

For example, let us say you are in Opportunities page and drilling down into a particular opportunity you are working on. As expectged, These details are displayed in Local Area. But look at what happens around this area.

Observe that Regional Area displays tasks linked to opportunities, that can be triggered in one click. You don’t have to leave the opportunity focus area to perform a task and this is possible via the unique user experience of Oracle Fusion Apps.

A related feature is Navigation. There is a dedicated Navigation option available on the Global Area (Similar to Menus in any desktop application) and on click of which you can look at all commonly accessed page, again with a single click.

Oracle Fusion CRM is not only fast, but also smart!