Renewed Focus on Customer and Revenue Growth
January 10Top Themes for 2010
The new year seems like the perfect time to talk about rejuvenation and renewal, about growth, innovation, talent and all the other issues likely to impact the future of the IT-BPO industry. And that’s just what we decided to do this month, with our feature on what we believed were the key themes that would drive the industry in 2010.
Now that the world is exiting the economic slowdown, we can expect companies to get back again on the growth path and step up on the momentum, even though the heady growth figures are expected to be a thing of the past. Already, organisations are planning for the future, focusing on best practices to improve performance, skilling their manpower and innovating to deliver a higher value to their customers.
Renewed Focus on Customer and Revenue Growth
Q1: Now that the global economic recession appears to be on the decline, can we expect to see companies refocus on topline and bottomline growth?
A: Smart companies have adjusted their cost basis during this economic recession, but have never lost sight of the needs of their customers. Companies that have focused on costs and delivering more value to their customers will now see both their topline and bottomline grow.
Q2 Having learnt some significant lessons through this tough phase, can we expect the IT-BPO industry to place customers at the centre of their universe?
IT-BPO companies must have customers at the centre of their universe. Customers will emerge from this recession even more sophisticated and demanding. Only customer focused, highly innovative companies, with a competitive cost basis, will survive. We will never return to ‘business as usual.’
James Champy, Chairman, Dell Perot Systems
