ClientView Simulation – Customer Perspective for Project Managers

ClientView Simulation
Customer Perspective for Project Managers

Customer centricity for project managers

The missing piece for Indian services companies

One of our clients, a BU head in a leading IT services company, gives us a troubling example: As part of an initiative to educate operations teams on customer problems, the company conducted a workshop for 60 of their senior delivery/operations heads, each of whom leads teams of 400+ engineers.

They were asked to identify one concern each, that they were solving for their customers. The results were staggering – only 1 out of those 60 managers could identify a customer’s actual business problem. The other 59 could not go beyond internal issues (missing deliveries, utilization etc.), and thus had no idea how they were contributing to their clients’ business.

You will agree that it is imperative that your employees need to ‘connect’ with your clients – to look at concerns from the other side. The reasons are many – working from remote locations, little functional expertise, no industry experience etc. These issues, which you are intimately familiar with, impact efficiency, customer satisfaction and up-selling opportunities to begin with.

How do you help them graduate from solving problems as presented to them, to providing consultative advice to your clients as trusted partners?

What does ‘stepping into client’s shoes’ mean?

You will agree that in today’s business landscape, it is imperative for your employees to think like your customers. When your employees step into one of our workshops, they get to:

  1. 1

    Run a simulated version of your client’s business as their own

  2. 2

    Take decisions while role-playing various functional heads in your client’s business

  3. 3

    Experience function-wise challenges as well as company imperatives

Example 1: Forecasting reports for a manufacturing firm

How your managers view it
It is simply a tool for the customer’s sales team to enter the next month’s forecasts. It is also a tool for senior leaders to view said sales forecasts – aggregated or filtered.
How your clients see it
It is a vital planning input for multiple functions:
a. Sales sets its targets,
b. Operations uses it to prioritize, schedule and optimize production,
c. Finance uses it for both cash and budget estimates.
Impact of this gap on your client’s business
If there is an issue with the forecasting report, effects could include:
a. Cash-crunch, payment delays and vendor issues,
b. Inventory pile-up, efficiency and utilization issues,
c. Customer-side delivery delays and loss of future business.

Example 2: Customer master data for a retail bank

How your managers view it
It is simply a database of various customer attributes (like demographics, purchase history etc.) – that needs to be viewed in many formats.
How your clients see it
It is a vital planning input for multiple functions:
a. Sales sets its targets,
b. Operations uses it to prioritize, schedule and optimize production,
c. Finance uses it for both cash and budget estimates.
Impact of this gap on your client’s business
If there is an issue with the customer master, effects could include:
a. Promotion, design and sales failures,
b. Product failures and bad market positioning,
c. Customer support issues, demand-supply mismatches.

Who is this program for?

Senior project managers
Functional consultants
Sales and Pre-sales managers

The enParadigm advantage

We have worked with 300+ companies across 20+ industries. We thus understand key business levers in various industries – which puts us in a unique position to design simulation workshops based on your customer profile.