Mahadevan Shankaran Iyer | Business Transformation Leader; Customer Loyalty Expert
- Maha is a business transformation leader.
- He is a customer loyalty expert.
Podcast
Overview
Change, as it is said, is the only constant. Any organization, in order to thrive with increasing competition, needs to constantly transform to meet the needs of its customers. For any business’s success, customers need to be given the top most priority., But how does one transform while maintaining and updating the positive customer experience. We have your answers covered, in today’s discussion with Mahadevan Shankar Iyer, a customer loyalty expert.
[00:34] – About Mahadevan Shankran Iyer
- Maha is a business transformation leader.
- He is a customer loyalty expert.
[03:11] – Tell me about the work you do in the area of transformation.
- I’ve had the opportunity to work on both sides of the value chain inspector.
- On the growth side, I work towards improving customer experience.
- The idea is to analyse the type of projects, and transformation initiatives that we can take, which can essentially improve customer lifetime value.
- The focus remains on getting the organization to be more customer-empathetic and customer-centric.
- On the operations, or the supply side, the focus remains on implementing lean or process reengineering, and robotic process automation to improve efficiencies.
[04:15]- What is your perspective on, “change plus growth equals transformation?”
- I would say change plus profitable growth equals sustainable transformation.
- When you invest in a program, and if it makes a net operating loss, then the program is not sustainable.
- Any program of transformation has to ensure that there is a net positive effect operationally.
[07:06] – What have been some of your challenges and some of your learnings as you’ve helped these organizations to transform?
- My biggest learning has been that the most important ingredient for transformation to happen is the culture of the company.
- If you have the culture, you can find the right people.
- Another aspect is the approach or the framework that one takes.
- Most people focus on trying to get the right solutions or the right framework. But I feel the correct order is: culture, people, and framework.
RESOURCES:
You can connect with Mahadevan Shankar Iyer – LinkedIn
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- Maha is a business transformation leader.
- He is a customer loyalty expert
