Custom Focus and Customer Centricity in Consultancy and Support
Swapna Sundar, CEO, IP Dome
Our team began the New Year with the resolution to
become more customer focussed and customer-centric.
We defined customer focus as understanding and
connecting to the client and becoming an integral part of the growth process of
his company. Customer-centricity was defined as understanding the requirements
of the project currently at hand, its potential to improve the sustainable
competitive advantage of the company, and the urgency or speed at which a
designated professional service must be provided in order to add the greatest
value to the project.
Mr.Sadasivan, of T.T.Srinath consultants provided
us with the preliminary input towards the customer focus. In a four-hour long
interactive session with our team, Sadasivan took us through lectures, critical
inputs and role-plays into the mind of our client. We explored the challenges
and goals of the independent inventor, the innovator, the inventor-entrepreneur
and the start-up entrepreneur with an innovative product. Sadasivan through his
inimitable style created an opportunity for us to understand our client’s
enthusiasm for and faith in his product and idea, and how we could tap into
his/her creative powers to provide the best IP solutions.
The final role-play
session helped us to view from the client’s side the financial challenges of
seeking IP protection versus the risks in not protecting a novel idea. The
follow-up session is scheduled for the third week of February.
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