understanding client perspective in it industry
TRANSCRIPT
Jan 05, 2017Sridhar Narayan
Understanding client perspective in IT Industry
• 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
Warm Up:
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Race to 20:
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.
• 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
Value
Trust
Challenge
No Threat
• Value
• Trust
• No threat
• Challenging
Foundation of Relationship
• 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:
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?
What clients expect today:
• Trust & Credibility
• Understanding their Business
• Agile & responsive
• People do Business with People
• Entrepreneurial Thinking
https://www.youtube.com/watch?v=sobxOzRjAGg
5 Learnings from Entrepreneurship:
1. Practical
2. Focus
3. Value
4. Fail Fast
5. Self Sustaining
https://www.youtube.com/watch?v=jBlrLqsjIDw
What clients expect today:
That’s all for now folks [email protected]