Thankful for an opportunity provided from the Industry to speak at one of key GIC clients in India for all their managers. The session was about providing them a perspective to Client Relationships in current IT industry and taking them through why Entrepreneurship is key in any sized company, how does entrepreneurial thinking help individuals & companies grow in the context of IT Industry in India. The session was interactive started off with a Puzzle as a warm up & followed by very interactive team.
2. • Thank you
• Warm up
• Who is a customer, client, stakeholder?
• Foundation of Relationship
• Building Strong Relationships
• Instances of critical situations
• What clients expect today
• Customer Experience
Our Conversation today:
References:
• The Lean Startup by Eric Ries
4. Solution:
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Learnings:
Delivery context :
- Any large project can be split into smaller critical
milestones & attained with ease
Sales context:
- In order to achieve $ 20 Mn you need to achieve smaller
milestones at given timelines
- Every goal with a plan to attain provides you enough
Opptys to slip or be on track. But with overall goal in mind,
attaining final destination is doable.
5. • Customer: A customer is defined as an entity or individual who buys
from a vendor for first time
• Client: A repeated buyer becomes a client
• Stakeholder: A person who has a concern for the business either as
relationship or shareholder or both
Customer, Client, Stakeholder
7. • Intent towards business
• Knowledge
• Credibility
• Organized & Involved
• Bad news should travel fast
• Never pour all your problems
• Never take relationship for granted
Building Strong Relationships:
8. Instances of Critical Situations:
• Instance 1:
On a fixed scope engagement there
is delivery happening. A CR comes up
which is clearly out of scope. Client
denies making a decision but insists
on you delivering the same. How
would you deal with this situation?
• Instance 2:
Production environment of your
client goes down at 12 midnight. You
receive a call for immediate support.
How would you manage this call?
9. What clients expect today:
• Trust & Credibility
• Understanding their Business
• Agile & responsive
• People do Business with People
Valueing the need of relationship beyond your immediate goal. Trust
No threat : Maligned objective
Challenging:
Persona: putting yourself in his shoes & visualizing at any point in time
Lets make new mistakes. Fail fast
Second Video from 4:46 to 7:08 secs
