THE JOURNEY CONTINUES!

The first Avaya GlobalConnect Customer Responsiveness Awards, which have proved to be a runaway success, have inspired us to take this promising journey forward.

The availability of benchmarks to measure the performance of companies on the Customer Responsiveness spectrum, is a significant step forward. It is sure to help companies understand their strengths and weaknesses on the Customer Responsiveness front as they evolve, mature and consolidate. With a means for actually assessing their position on the Customer Responsiveness index, organizations will be able to place Customer Responsiveness at the center of all strategy building and decision making. They will be able to drive the Customer Responsiveness initiative within their domains in a more scientific and result-oriented fashion.

In an environment where the user has become more discerning, demanding and yes, even fickle, organizations have to invest time, energy and money into making their Customer Responsiveness initiatives quantifiable and workable.

Increasingly, companies are beginning to understand the enduring value of customer intimacy. There is a greater awareness today about the crucial role Customer Responsiveness can play in determining business success. The realization is hitting hard that Customer Responsiveness is also not just about catering to established client needs. Rather it is about anticipating them and providing solutions well before the problems actually crop up. Customer Responsiveness is a separate discipline today. Within organizations, it needs to be studied, analyzed and measured. Only then can companies truly draw and retain customers. Only then can they move beyond products and services and deliver genuine value to users.

Having taken the initial step of identifying the movers and shakers in the world of Customer Responsiveness, we are all set to take this quest to the next level. Our aim, of course, is to draw a larger and larger number of companies into the CEO Forum for Customer Responsiveness fold and ensure that the customer becomes the focal point for organizations in the years ahead.

For those of you who are a part of the Forum, we would like to express our grateful thanks for lending support to the cause and encouraging other peers to join in. For those of you who have heard about the platform, but not yet explored its benefits, we urge you to join in as members of the Forum, give your voice and commitment to the endeavor and help us build momentum for the inspiring Customer Responsiveness cause.