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I believe " Successful CRM/CXM " is about competing in the relationship dimension. Not as an alternative to having a competitive product or reasonable price- but as a differentiator. If your competitors are doing the same thing you are (as they generally are), product and price won't give you a long-term, sustainable competitive advantage. But if you can get an edge based on how customers feel about your company, it's a much stickier--sustainable--relationship over the long haul.
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Wishing you Most and More of Life,
Dinesh Chandrasekar DC*

Sunday, December 27, 2015

It Starts with You ! & You lead the way :)

The most part of our waking hours of our life is spent on work. The organization is the home away from home, where we spend majority of our life period. While no person has ever been lifted out of poverty through charity as it only keeps one poor. On the other hand, the corporate sector provides employment and thus accords constructive charity to lift the poor. Lot of people showing promise at early age did not live up to it. On the other hand, many backbenchers have made it big in real life. The gap between promise and achievement points to colossal human waste that is far greater in magnitude than the damage to environment or ozone layer. Unlike environment, human resources get depleted when we do not use them.

Our educational curriculum does not teach us leadership, or equip us to deal with relationships in a heterogeneous group of people. Neither the values of competitiveness, time management, ways to deal with failure are taught. Thus, the fear of failure comes in the way of taking initiatives .In any organization nearly 80% of the people are actually sitting. We keep improving systems, technology, one-day executive training programme etc, but without the person being ready for it, we still do not have the peak performing individuals. Change is not successful if not monitored. However, many in the organization act as speed breakers hiding behind the power point presentation. The chair protects a lot of corporate leaders, 90% of whom feel a sense of incompetence. As demands of the roles are growing much faster than you, thus the gap between expectation and delivery increases.

Developing human potential to lead to organizational growth

  • We need to see a human being beyond his degree, skill and attitude and as a composite individual comprising of physical, mental, intellectual, emotional and spiritual being. Organizations need to harness these aspects of human potential to grow. Thus, we need to develop organizations holistically.
  • While it may appear trivial at the first instance, but if one does not have a healthy body, it starts showing up later in the day. It shows in diseases and medicines and efficiency of the people. Physical fitness is one of the indicator for peak performance. The body is designed in such a way that it would take care of you, if you take care of it. Hence, an hour to the body is essential.
  • The education system is designed to develop the conscious part of mind. However, the conscious comprises only one eighth of the mind - the remaining seven-eighth being subconscious. The mind does not differentiate between the positive and negative emotions but can only recognize the shallow and deep emotions. The duct to which one programmes his deep emotions is programmed for recurrence of the same. Thus, one becomes the co-author of his own destiny. There are three ways to correct this. One is that, anything positive, speak in five sentence and anything negative say once or do not. Second, anything positive get emotionally involved, anything negative only intellectually analyse. Third and most importantly, train yourself to experience shallow hurt and deep positive emotions.
  • The intellectual way of living is to subordinate our likes and dislikes to the purpose of our life. The second one is to seek solutions always and “there is a way and the way is on the way”, meaning we must go through life to understand life. There is no roundabout way to life.
  • We all experience positive and negative emotions. But there is a difference. Ordinary men spit their negative emotion, the extraordinary channelize their emotions. But they channelize it to positive direction by identifying a goal larger than emotions. The same happened with Mother Teresa and Mahatma Gandhi who made their negative experience channelize it in right directions. We live our life with an enormous amount of sensory overload, with a never ending traffic jam. Hence, some period of non-doing, a period of quietude may help either by meditation, walk alone, star gazing etc may help.
2 stories and one lesson
  • Conquering Mt Everest: After failing to climb Mt Everest thrice, Sir Edmund Hillary said to the painting of it, challenged itself that "more and more you reject me, more and more I become determined that I would climb on top of you ... because as Mt Everest you cannot grow but as human being I would continue to grow".
  • Get the man correct, the world would fall in place: The father reading a newspaper and not wishing to be distracted by his little daughter, tore the pieces of a paper where lay map of the world as part of an advertisement of a courier company and gave that as a jigsaw puzzle to the girl as a precondition to play. Within five minutes the girl got the map right and replied to the bemused father that on the opposite side was the picture of a man and she just put the eyes, ears and nose together. Thus, getting the man right would get the world right! 
It starts with you: Everything starts with you. First you grow holistically and then empower everyone through leadership to grow holistically. If we thus feel responsible to empower the 1.2b people to grow holistically and collectively we can put our nation on top of the world.

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