In India T&M industry and all the vendors are having very unique situation where the Word "Total Solution" is being used more as a cliche, whereas the dilemma is how to manage it in our conditions for better customer satisfaction and internal companys competitive advantage.All this requires the vendors to have unique skills and strategies how to present a value proposition & Execution.
The fist requirement is to think through and define their Business broadly enough so it has objectives flexible enough covering portfolio of products and services for yielding different revenue streams.Rather than being unnecessarily too niche,like Communication T&M ,simply say Broadly the T&M ! The approach of aggregator becomes tenable,if these vendors are flexible to tie as a Partner with other companies.This naturally comes to those companies who are open, and transparent and most importantly customer service oriented. Services of all kind wraped around T&M will be good
thing to have in our quiver.
One of the most important thing is how easy it is to do business with us and our companys staff.Web based facility can make that differentiation.Can he pay by Credit card? Online interface possible?Credit terms need many layers approval,or the frontline staff fully empowered! Ultimately all this will determine both loyalty and Customer Advocacy for our company and brand.How much we have stayed well with customers in the past will determine how much more loyal they will be in future.
Customisation and localisation will be other requirements of mobile nature of anytime access customers, and we need to be equipped with our processes and systems to respond to the customer.A hard brick-and- mortar like business in T&M really requires to be changed drastically.We will discuss some T&M specific work processes needed in the blog posts to follow.Will FY14 see some of the things making a T&M vendor responsive of all this? Interesting isnt it?
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