Bizcast: Bits about books – In Conversation with Ramesh Dorairaj, Author, Games Customers Play
Ramesh Dorairaj worked for 30 years in companies like TCS, Infosys, Wipro and MindTree. While there he led P&L, Service delivery, Practice units as well as the Quality function. He had a ringside view and participated in the growth of two companies – TCS and Infosys – from the sub 5000 employee stage to Thirty thousand plus employees, besides helping and watching MindTree grow from 100M to 400M during his time there.
Ramesh now coaches sales and proposal teams to focus on the message throughout the sales life cycle. He writes for fun and is also into hiking, baking, scuba diving and wildlife photography.
The book Games Customers Play, published by Penguin, was rated by Amazon as one of the most memorable business books of the year.
- We have always been told that “the customer is always right”, and that “the customer is king!”. We are repeatedly told that being “customer-centric” is the only way to ensure repeat business and growth. However, organizations are discovering that customers are often wrong and will usually take undue advantage of the seller organization, resulting in the buyer becoming the dominant partner in a business relationship.
- Such unhealthy relationships lead to lowered profits, excessive cost-cutting, increased pressure to perform, and also the risk of being edged out by greater cost-cutting. In this book, the author shows how to assess the quality of business deals and get out of unhealthy relationships. He lays out a framework by classifying relationships into quadrants, two of which are healthy, and two unhealthy.
- Customers will always try to take advantage of market conditions and other factors that are not in the seller’s control to derive greater value. So even currently healthy relations can turn sour later. This book shows not only how to spot unhealthy relations and predict future issues but also shows when and how to get out of problematic relationships. The book guides readers on how to improve a healthy relationship.
Run time – 54.24 mins.