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Jaisundar Venkat

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Jaisundar Venkat is a process professional specialized in Business Process Management. Jaisundar has close to 19 years of experience across ERP, CRM, Enterprise Performance Management and BPM and has held responsibilities in sales, business consulting and advisory service. His areas of interests include Business Process Management, Customer Relationship Management, SFA, Sales Performance Improvement & Consulting, Corporate Performance Management and general IT industry developments and trends. Jaisundar writes on these topics at his own blog and elsewhere.

Jaisundar heads the BPM consulting practice at Wipro. As part of this role, he is responsible for helping customers get the best business value from their BPM investments.

Author's Posts

Customer Opinion' is not a fair game

Posted by: Jaisundar Venkat | February 23, 2015

Poor customer centricity shows up glaringly at customer touch-points and is easy to spot and explain. But, sometimes, unfortunately, it can get phenomenally bad. As a customer, we have all had those times when a particular experience has been so singularly and unbelievably bad

Why Customer Satisfaction will be a meaningless goal in 2015

Posted by: Jaisundar Venkat | February 05, 2015

Think about it – no customer comes to you expressly to be dissatisfied – ‘satisfaction’ is a most basic minimum expectation. And so, if you as a firm are planning programs in 2015 to establish just satisfaction, then I’d say you might need to think again; because that is as good as having a plan to merely not dissatisfy.

A Strategy between the Gap and the Result

Posted by: Jaisundar Venkat | November 26, 2014

In a recent strategy commentary in the McKinsey Quarterly titled “Synthesis, capabilities, and overlooked insights: Next frontiers for strategists”, Fred Gluck says strategies always come from one of the three sources – strategic planning, strategic thinking and opportunistic decision making.

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