Friends

Welcome to this special Knowledge Portal-a platform for the Customer Responsiveness Practices Contest. I’d like to invite you to submit details of the CR Practices that have enabled you to excel and made your organization customer responsive. Similarly, through this platform you can also learn from others who have done well in other areas of CR Practices.

As part of this Contest, you and your functional leaders will have access to proven CR Practices in respective areas of focus. While your CR Practice will be rated by your peers, you too can assess the CR Practices implemented by these companies. The most highly rated Practices will not only bag AGCL’s coveted CR Practices Awards, they will also be featured periodically in the prestigious Economic Times Corporate Dossier and a series of books published on the subject.

Using this knowledge plank, all of us can spotlight some of our Most Customer Responsive Practices and learn from what other companies have implemented. In case some of these practices apply to our environments, we can also look at deploying them, without having to reinvent the wheel.

This will not only help speed up the learning process, it will also take the Customer Responsiveness movement to a new level of maturation and consolidation and help create a more globally competitive Indian industry.

It is my personal belief that every successful organization has a few CR Practices that they are proud of, that they execute better than the most and that differentiate them in the market place. I also believe that every organization has a few areas where they are not at the level of desired excellence. How do we bridge this gap? Can we learn from each other? Can we learn from each other in different industries? Can we learn from each other in different industries without giving away our competitive advantage? I believe this is possible.

We have designed this Portal for you to submit your own proven CR Practices and to rate and provide feedback to CR Practices submitted by other organizations. By doing this, we will be able to identify select CR Practices that are most recognized by practitioners across industries. The companies deploying these Practices will be presented with AGCL’s CR Practices Awards and receive coverage in prestigious platforms such as the Economic Times Corporate Dossier. They will also be featured in a Series of publications to be brought out by AGCL.

A unique process and methodology, designed by Ernst & Young our business process advisors, will help draw up a list of the most highly rated CR Practices and determine the finalists in this novel and exciting Contest.

It is my conviction that there’s nothing like the competitive spirit to build momentum and infuse enthusiasm into an endeavor and bring out the best in an organization. The Contest, therefore, promises to be exciting for the companies that join this journey and I urge you to be a part of this dynamic online challenge.

Best wishes,

Niru Mehta
MD & Vice Chairman, Avaya GlobalConnect Ltd
Founder - CEO forum for Customer Responsiveness