Engaging with customers better and understanding how his organization (TCS) can become more and more customer relevant appears to be the most important question in the mind of the CEO of India’s largest IT services company – Chandrasekar of TCS. Chandra explained that simple as this may seem in concept, doing this right and in a sustained way was far from easy. A deep understanding of your customer’s business, and understanding how IT can drive efficiencies as well as growth, are key to stitching together sticky and enduring customer relationships, said Chandra in conversation with Shereen Bahn at NILF today.
Chandra added that one reason why the Indian industry (read scale players) handled the recent downturn better (compared to 2001) was because they had become more customer-relevant and were in many cases the strategic outsourcing partner. Having said this, keeping at it and making customer engagement deeper tops his list of priorities. more