Papaya theory of customer centricity

Customer centricity is something everyone talks about but hardly anyone practices. It’s really quite shocking to see that even today many businesses and companies treat their customers as “necessary evils” to be exploited, cheated, taken for granted or otherwise inconvenienced. Since IT is now available for every application CRM is almost universal. But in that process customers have been reduced to numbers like prisoners serving life terms! More

Leadership anaemia

Contemporary India is a seething mass of discontented super-competent people suffering from almost terminal leadership anaemia. That's why we're an unending story of missed opportunities and a messed up polity.. Who said that the current global ..more

Metrics do not make a leader

If we monitor corporate suites with a secretly installed CCTV we’d find that most top managers are doing the same thing most of the time! Despite all the hoopla about high-faulting strategy, they’re actually engaged in something ... more

CEO's secret weapon: Feedback

Sometimes we may wonder how the CEO manages to juggle his myriad priorities and indeed, himself. In between seminars, newspaper interviews and TV sound bites he also needs to put in the necessary effort to lead his organisation to results. .more