To My Customer…

Recently I completed 25 years in Wipro. It's amazing to think that I have spent more than 50% of my active years in this organization and all these 25 years I have had the privilege of working with great bosses, amicable colleagues, some greatest minds in the industry and more importantly - Challenging customers. During my entire career span, some of my greatest learning has come from my interactions with customers. So I will pen down my thoughts about the importance of customers, particularly in a field like ours. Let me begin with a quote:

Customer is the purpose of our existence. To my customer: "I may not have the answer, but I'll find it. I may not be the biggest, but I'll be the most committed to your success."

I am writing this blog to reemphasize the fact that it is never enough to contribute to our customer's success. Our customer needs the best from us and we need to go all out to deliver them nothing short of very best. While all of us in the organization may have different roles to play - the purpose without any doubt is to serve our customer.

We need to constantly work to make it easier, convenient, effective and quick for our customer. This needs constant innovation, thought leadership & hard work.

All of you are the champions for your customer. So whenever there is an interaction with customers, we need to ensure that we empathize with them. The customers' problem needs to be looked from the other side of the table and our solutions must be customized to solve their business problems rather than business symptoms. This can be achieved only when we get into their shoes. One other thing which I have observed several times, is, people most of the time do not ask questions. We must develop the art of asking the right questions at the right time to understand the pain areas of the customer and proactively reach out to them with innovative solutions. Remember, there is no better person than a satisfied customer, who will become our lifetime brand ambassador and the other side of the coin is, a dissatisfied customer is one who will not be afraid to speak about our shortcomings to prospects and others.

If we are to race ahead of our competitors, the need of the hour is excellent customer management and service and this cannot be stressed more. Let's join together to provide a surreal experience to our customers through our engagements. I will speak about an interesting customer anecdote in my next blog, till then have a great weekend and happy reading!

About the Author

Deepak Jain is the Senior Vice President & Global Head, Technology Infrastructure Services business with worldwide responsibility for IT Infrastructure life cycle, Sales, Marketing, System Integration and Service Delivery businesses.

Deepak has 24 years of experience in the IT services business. He handled several key roles, during his two decade stint at Wipro. Before taking up his current role as the Global Head of Technology Infrastructure Services, he was heading the Professional Services division at Wipro InfoTech, catering to markets in India and West Asia. He was responsible for launching several new services - Application Operations, Technology Transformation services, Handheld managed services, Managed Voice operations, Retail Automation & Physical Security services. He played a key role in setting up multiple delivery centers in India, West Asia, Malaysia and Egypt and in setting up the Telecom solutions business in these geographies.

Deepak is based in Bangalore and is a thought leader in IT services. He holds a B.Tech. Electronics and Communication from the Delhi College of Engineering.

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