What the Customer Wants You to Know
The heart of the new approach to selling, which Ram Charan propounds in What the Customer Wants You to Know ( www.penguinbooksindia.com), is an intense focus on the prosperity of custo mers.
“The entire psychological orientation is shifted 180 degrees. No longer do you measure your own success first. Instead, you measure success by how well your customers are doing with your help.”
This is possible only if you ask questions such as: ‘What are your customers’ goals? Which financial measures are they most keen about? How do they create market value and what are the key factors that differentiate their product or service from those of their competitors?’
Charan sees the greatest opportunities in the medium- and long-term, ‘where you and your customer can work together to change the nature of the game in your customer’s industry based on value you can help provide.’