1. Project – We Like
Presentation for VIVA
Sanjay Pandya
PGDM – DLP – Hybrid
October – 2015
HPGD/OC15/1773
10/23/16 1

2. We Tube
1. Sales & cold calling
2. Learning & Development
3. New product development
4. Inventory Control techniques
5. Role of services in b2b marketing
10/23/16 2

3. 1
Sales and Cold Calling
(We tube)
By – Prof. Suruchi Yadav10/23/16 3

4. Learning's
• First time call - Cold calling means calling a prospect/suspect for
the first time to pitch for a product or services
• Un-aware about customer – In this situation organization/sales
person is unaware/not much familiar about customer
• Objective of cold calls – It is like a new customer acquisition
process. The prime objective of such cold calling is new business
development, growth, expansion. This is time consuming & bit
expensive exercise which is beyond normal servicing & maintaining
of existing accounts
• Modus operandi – An elevator pitch & lots of information needs to
be gathered. This needs to be done with due diligence, with
intelligence & maximum ground level home work
10/23/16 4

5. Few areas to generate leads for
cold calling
1. News, articles, industry or business updates
2. Company’s Balance sheet, dividend declared
3. Data base (various sources)
4. Industrial units/SME directory
5. Colleagues, cross referrals & references
6. Market/Competition
7. Special marketing & promotional hooks
10/23/16 5

6. Dos & Don'ts of cold calling
Dos
• Empathize – try &
understand the need
• Ask an tell, make
connection, know,
support, consult…
• Sale meeting not
product, talk beyond…
• Build rapport, do
thorough home work
before
Don'ts
• Do not push to sale in
first 1/2 meetings
• Do not defend laggard
products, agree on logic
• Don’t sale everything
• Don’t over sale
• Do not over commit or
over promise
10/23/16 6

7. 2
Learning & Development
(We tube)
By – Prof. Prasanna Vasudevan10/23/16 7

8. Learning's…
10/23/16 8

9. Learnings
10/23/16 9

10. Stages of L&D (Kirk Patrick's model)
1. Evaluate reaction – feedback
2. Evaluate learning – retention
3. Evaluate behaviour – translate in to action
4. Evaluate results – impact, see the change
Being on your own
Freelance trainer
Or
Start your own L&D organization
10/23/16 10

11. 3
New Product Development - NPD
(We Tube)
By – Prof. Mangesh Borse10/23/16 11

12. NPD process…
10/23/16 12

13. Why NPD…
because of billion $ question, what next…!!!
What is NPD…
• New to the world – e.g. I pad, I pod, LED, Google smart TV etc
• New category entries – e.g. FMCG giant HUL added Pureit
water purifier
• Product line extension – e.g. to leverage the Dove brand,
Dove shampoo was introduced
• Product improvements – e.g. 2G/3G/4G, android up
gradations, mobile with touch pad etc
• Re-positioning – e.g. use of Aloe vera & herbal medicines in
health care industry
10/23/16 13

14. Igor Ansoff strategy
Present New
Present Market Penetration Product Development
Example (tooth paste companies
saying brush twice a day)
(fair & lovely, fair & hand
some or coke, diet coke)
New Market Development Diversification
Example (rural market, new TG) (new product, new market)
10/23/16 14

15. Learning's about NPD
10/23/16 15

16. 4
Inventory Control Techniques
(We Tube)
By – Prof. Suresh Pujari10/23/16 16

17. Importance of Inventory & its
control
1. RM inventory constitutes maximum share in
cost of any product
2. In today’s dynamic business, profit lies in
purchase & control in operations/mfg cost
3. Customer wants perceived value for money,
better quality & price, always available…
4. COGS needs to be very competitive in order
to reduce the cost as much as possible
10/23/16 17

18. Why Inventory control is
required…
1. To reduce inventory carrying cost
2. To offer price competitive advantage
3. To reduce idle time of labor & machine
4. To improve efficiencies in ppc process
5. To reduce process losses, minimize waste
6. To provide smooth & un interrupted flow of
production resulting in better quality & JIT
10/23/16 18

19. Techniques of Inventory control
Sr.
#
Inventory control
techniques
1 ABC analysis – usage value,
vital few trivial many
A - high value,
regular prodn
B - Avg value,
Med qty
C - less value
Huge qty
2 HML analysis – price criteria High per unit
price
Medium per
unit price
Low per unit
price
3 VED analysis – criticality in
mfg process
Vital – avoid
stock out
Essential – high
stock out cost
Desired – tools
& spares
4 SDE analysis – availability Scarce – Import Difficult Easy
5 G NG LF analysis Govt. Non Govt. Local
6 S OS analysis - Seasonality Seasonal Off seasonal -
7 FSN analysis – movement Fast moving Slow moving Non moving
8 XYZ analysis – investment X – high value Y – moderate Z – low value
10/23/16 19

20. 5
Role of services in b2b marketing
(We Tube)
By – Prof. Sagar Narsian10/23/16 20

21. Services
Services are…
• Integral part of most b2b products (tech/complexity)
• Raises value of the product, adds to the overall VP
• Defines brand image, enhances brand value
• Supports value sensitivity of customers
• Needed over the life cycle of a product
Why services are required…
1. It is a buyer’s market
2. It creates market through differentiation
3. Fulfills ever demanding customers (not just vanilla)
8 Ps of services
4 Ps + Process, Productivity, People, Physical evidence
10/23/16 21

22. Features of services
10/23/16 22
Intangibility Inseparability Variability Perishability Non ownership
Can not be
seen
Consumed at
the same time
Highly variable Can not be
stored
Rendered only
Make person
based
Integration In consistent Supply is a
challenge
Can not be
owned
Uses of facts,
figures, tech
Distribution People
oriented,
interactive
Peak load
pricing
Communicate
benefits
Available Appointments QC, selection Involving Confidence
References Response time Monitoring In house
alternate
Post purchase Standardization Rewarding
employees
Reservations
PoS material Part time
employees

23. B2B services…
10/23/16 23

24. Classification of services & product
10/23/16 24

25. We Lounge
1. Ms. Rubeena Singh
COO moneycontrol.com
2. Mr. Rajdeep Mhatre
Director SCM at CHEP
3. Mr. Sanjeev Agarwal
CEO Gitanjali Export
10/23/16 25

26. 1
Professional Journey of
Ms. Rubeena Singh
COO at moneycontrol.com
(We Lounge)
10/23/16 26

27. Ms. Rubeena Singh – COO
moneycontrol.com
• About her – 15 years of regretless professional
journey in TV, Print & digital media with a constant
growth & a thrust do to something better & better
all the time, successful woman in career…going
strong
• Learning's
• She started with STAR group as her first job & had
same expectations like most of us & worked with
CNBC, Forbes India & moneycontrol
• Entertainment news & business news are different
in terms of a person/process, however basics
remains the same
10/23/16 27

28. Ms. Rubeena Singh – COO
moneycontrol.com
• Learning's
• Success comes through dedication, determination, focus &
conviction
• In print media there is a huge difference between launch & re-
launch. Re-launch is far more deeper, need to address diff
market, diff audience, diff medium of production etc
• South market in print media is vastly different. Smaller SMEs
needs customized solution
• Trouble shooter role with Forbes - because of vast experience &
ability to thrive challenges
• Pace is very fast in Print media, demands strict discipline to grow
• Work accuracy, persistence, need based solutions to clients saw a
five fold jump in revenue
10/23/16 28

29. Ms. Rubeena Singh – COO
moneycontrol.com
• Her Success mantra (Forbes, CNBC awaz)
• Team work
• Communicate well with clients (in digital world)
• Innovation – added new categories e.g. real estate
• Inspiration through this video
• Pursue excellence at all stages of career
• Continue to do better than last time in everything
• Keep digging deep n deep…
10/23/16 29

30. 2
Professional Journey of
Mr. Rajdeep Mhatre
Director SCM at CHEP
(We Lounge)
10/23/16 30

31. Mr. Rajdeep Mhatre
Director SCM at CHEP
• About him – Hard core SCM professional, experience of
setting up distribution & logistic network, PAN India worked
with Radhakrishna food & Metro cash n carry. Specialized in
setting up warehouses & distribution solutions
• Learning's
• Enriching journey of 23 years made him better human, sharpened
professional skills, all round personality developing
• Started as a store manager in Konkan Chemicals, struggled in gulf
for 10 years, came back & got on to real SCM through private &
MNC companies
• 23 years of journey was step by step gradual progress & Director
SCM position was made happened by him through push
10/23/16 31

32. Mr. Rajdeep Mhatre
Director SCM at CHEP
• Learning's
• Global projects, global functions, extensive travel &
meeting with breed of people (HUL as client)
• Accepting project manager role & pro actively asking
vacant logistic role & using it as a ladder for Director
• Asking “what next” question regularly
• His Success mantra & inspiration through this
video
• Hands on experience
• Pro active approach
10/23/16 32

33. 3
Professional Journey of
Mr. Sanjeev Agarwal
CEO Gitanjali Export
(We Lounge)
10/23/16 33

34. Mr. Sanjeev Agarwal
CEO Gitanjali Export
• About him – Dynamic personality with a vast
experience in FMCG, Banking & WGC with first hand
start up expertise
• Learning‘s
• Planning to do an MBA/MMS with a back up plan of CA, Internship
in Citibank, worked with Deutsche Bank, WGC & Gitanjali group
• FMCG Brooke Bond – sold tea & coffee store to store, interacted
with shop floor workers
• Launched new products for Cadbury & exported spices for Brook
Bond (spices are 2 times larger business than tea/coffee)
• Learnt & handled first time start up expertise with a inter
department conflicts/polytics
10/23/16 34

35. Mr. Sanjeev Agarwal
CEO Gitanjali Export
• Learning's
• Launched new innovative products within the similar
banking regulations – earn more on savings through
fixed deposit over draft to stay alive with competitions
of majors like Citibank
• Integrate experience of FMCG, Banks in retail with Gold
coin promoted as main stream of investments with
ICICI, HDFC…other banks followed & today Gold is an
integral investment portfolio of all banks
• Think like a marketer in any situation to get desired
results. Understand the perceptions/need of
consumers
10/23/16 35

36. Mr. Sanjeev Agarwal
CEO Gitanjali Export
• His Success mantra
• Innovative & Integrative thinking
• Hard work
• Inspiration through this video
• Ground level works/start up experience helps
• Always think like a marketer to get a win-win
• Plan A, Plan B – contingency planning
10/23/16 36

37. News wire
1. Five reasons companies fail at customer service
2. Seven sources of Innovation by Peter Drucker
3. Your browsing behavior can reveal your personality
4. Customer service gaps, a continuous improvement
5. Three Indian companies amongst world’s most innovative firms - Forbes
6. 54% Indians prefer humans over digital channels, for customer service
7. Am I following too much on my Job search
8. Quotes on achievement
9. How to start a conversation with a new Li connection
10. Think like a shopkeeper & operate like a retailer
10/23/16 37

38. 1. News wire
Five reasons companies fail at customer service
There are a number of reasons why companies fail at customer service
Sometimes it’s not what you are supposed to do, but what you should
avoid doing
Let’s learn those five reasons…
1. There’s no clear definition of what customer service looks like in
the organization
Customer experience has to be designed. It needs to be shown through services
All activities of the companies should revolve around “customer first “ approach
Companies need to walk the talk, not just for few months, but through out
Till customer centric culture is established
2. Good people are in the wrong jobs
This change starts with the people, employees first
Few of them accepts & try to adapt this culture initiative, rest needs to be
replaced
Right fit hiring is the essence of this process10/23/16 38

39. 1. News wire
Five reasons companies fail at customer service
3. There is a lack of proper training
It is a process of continuous training
Keep reminding them through on the job sessions about this new culture
4. They treat customer service like a department
It is not a customer service department. It is customer service company
It is a philosophy, a culture embraced by all, from CEO to the last recruited
5. They treat employees one way and expect the employees to
treat the customers a different way
Take care of your employees, they will in return fulfill the objective
My employee golden rule is treat the employees the way you would like to
treat your customers
Shep Hyken (Chief Amazement Officer of Shepard Presentations)
10/23/16 39

40. 2. News wire
Seven sources of Innovation by Peter Drucker
• Innovation helps a company to stay ahead of the pack and move into less
crowded areas
• Innovation is misunderstood as invention
• Invention is creating new things, but innovation is all about taking new
ideas to the market place
• Entrepreneurs innovate and innovation is the specific instrument of
entrepreneurship - Peter Drucker
• Innovation must begin with an analysis of opportunities, in a systematic
and organized way
• Innovation is identifying the scope for improvement with respect to
customers, suppliers and internal processes
• Innovations must be market focused
• Opportunities to innovate are provided by new customer segments which
are just emerging
10/23/16 40

41. 2. News wire
Seven sources of Innovation by Peter Drucker
Seven Sources of Systematic Innovation
1. Unexpected success or failure
2. The incongruity between what actually happens and what
was supposed to happen
3. The deficiencies in a process, that are taken for granted
4. The changes in industry or market structure that catch
everyone by surprise
5. Demographic changes
6. Changes in perception
7. The changes brought about by new knowledge
10/23/16 41

42. 3. News wire
Your browsing behavior can reveal your personality
• While being online, one cannot simply hide behind the digital
screens, reveals a new study, adding that an individual's browsing
behaviour can help identify the person
• Person's general online browsing behaviour can also reflect their
choice, preference and reflexes, which is largely controlled by their
unique psychological characteristics
• The findings showed that an individual's browsing behaviour can
provide a unique digital signature, which can help identify him
• Previous research linking personality traits to computer usage has
typically focused on social media
• Individual's level of conscientiousness could be distinguished within
a 30-minute session of online browsing.
10/23/16 42

43. 3. News wire
Your browsing behavior can reveal your personality
• The analysis of this data, which can have many implications,
revealed strong links between a person's personality and browsing
behaviour
• The data may help online marketing organizations to reliably tailor
their product to a specific audience
• Also, it can be used to develop an intelligent internet service that
can predict and personalize a user's experience
• However, a person's general online browsing behaviour can also
reflect their choice, preference and reflexes, which is largely
controlled by their unique psychological characteristics
10/23/16 43

44. 4. News wire
Customer service gaps, a continuous improvement
• When the customer expectation is greater than their perception of
service delivered, they are dissatisfied & feel that the quality of the
retailers service is poor
• Retailers need to bridge this service gap.
• As retailers, we need to know how to continuously improve the
customer service and more importantly keep it balanced & aligned
to the customer expectation and organization policies
• Service Gaps as per Gaps model
• Knowledge gap: The skew in retailers understanding of knowing
what the customers want
• Delivery gap: This is the actual service delivered. Not meeting the
set standard causes this gap over and above the standard gap
10/23/16 44

45. 4. News wire
Customer service gaps, a continuous improvement
• Standard gap: This is the standard set for customer service. The set
standard is based on retailers perceptions of customer expectation
which might have a knowledge gap. Also, this gap further widens as
it is often based on internal operations limitations rather than
customer expectations
• Communication gap: This is the difference between service
promised by the retailer and the service actually delivered
How…
• Care, emotional & instrumental support
• Committing realistic commitment to customers
• Speak customer’s language. Solution should be win-win, quick &
clear in process execution
10/23/16 45

46. 5. News wire
Three Indian companies amongst world’s most
innovative firms - Forbes
• Hindustan Unilever, Tata Consultancy Services (TCS) and Sun
Pharma Industries are the three Indian companies that have been
named among the world's 100 most innovative companies by
Forbes in a list that has been topped by Tesla Motors
• Fast moving consumer goods company Hindustan Unilever has
been ranked 41 on the list, followed by TCS at rank 64 and Sun
Pharma at rank 71 in the Forbes list of 'The World's Most
Innovative Companies‘
• The list has been topped by Elon Musk's California-Based Tesla
Motors which has a market capitalization of USD 25.5 billion. Musk
has inherited (former Apple CEO) "Steve Jobs' mantle as the cult
favorite CEO. And his electric car company has grabbed Apple's
creative crown," it said.
10/23/16 46

47. 5. News wire
Three Indian companies amongst world’s most
innovative firms - Forbes
• Hindustan Unilever Forbes said the company had over 35 brands
spanning 20 distinct categories.
• India's largest IT company TCS, with a market cap of USD 80.3
billion, appears on the list for the eighth time. The company took a
major step toward bolstering its digital services when last month it
announced a training program in digital technologies for a third of
its workforce.
• In the past year it crossed the milestone of employing 100,000
women, meaning that one out of three employees is now a woman,
Forbes said
10/23/16 47

48. 5. News wire
Three Indian companies amongst world’s most
innovative firms - Forbes
• Sun Pharma had a market cap USD 39 billion and India's largest drugs
company appears on the list for the fourth straight time. Billionaire Dilip
Shanghvi - who owns more than half the company - piped Mukesh
Ambani earlier this year to become the richest man in India
• The list also includes software company salesforce.com on the second
spot, followed by Amazon (8), Hermes International (22), Netflix (27),
MasterCard (36), Starbucks (45), Adobe (74), Coco Cola (81) and
Cognizant (96)
• Forbes said companies are ranked by their innovation premium: the
difference between their market capitalization and a net present value of
cash flows from existing businesses
• To be included in the list, firms need seven years of public financial data
and USD 10 billion in market cap. Forbes said only those industries are
included that are known to invest in innovation.
10/23/16 48

49. 6. News wire
54% Indians prefer humans over digital channels, for
customer service
• Accenture Strategy report, 'Digital Disconnect in Customer
Engagement', reveals that 54% of Indian consumers prefer dealing
with human beings over digital channels to solve customer services
issues
• The report also found that 88% consumers have switched provider in
the past year due to poor customer service, with internet service
providers, retailers and banks being the worst offenders
• In India, the estimated cost of customers switching due to poor service
is $412 billion
• The report is based on the company's eleventh annual Global
Consumer Pulse Research, which gauges the experiences and attitudes
of 24,489 consumers around the world about marketing, sales and
customer services. 550 Indian consumers were included in the sample
10/23/16 49

50. 6. News wire
54% Indians prefer humans over digital channels, for
customer service
The report reveals that there is huge room for improvement…
• The importance of human connection in customer services
• Improving customer experience
• How leaders of customer services succeed
• Put the human and physical elements back into customer services
• Make it easy for customers to switch channels to get the
experiences they want
• Root out toxicity
• Guarantee personal data security
10/23/16 50

51. 7. News wire
Am I following too much on my Job search
• The job interview you’ve been preparing for is over and you can now
relax – except now comes the hard part: waiting for feedback
• One way to increase the odds of landing your dream job is to follow up
in a professional manner
• During and after the interview process, you want to come across as
interested without appearing to be desperate or needy
• It could be frustrating to wait a couple of weeks if you’re actively
interviewing, but the interview process could easily take a couple of
months
• If you’re the employer’s top choice, this probably won’t lose you the
job but you might want to think a bit more carefully about the style
and frequency of your post interview follow up
• A great approach is to ask the interviewer about their timeline for
making a decision before you leave the interview
10/23/16 51

52. 7. News wire
Am I following too much on my Job search
• If the company hasn’t given a timeline, it’s best to wait at least a week
before following up. Don’t annoy the recruiter or the hiring manager
with constant calls or emails
• If you’re following up multiple times after each interview, that’s likely
not appreciated. However, if the company has given you a set time
frame and exceeded it by longer than a week, a well-written follow up
note is reasonable
• This note should be concise and use the time frame provided as the
reason for your follow up. You might want to say something along the
lines of
• Finally, don’t stop job hunting, even if you feel confident that you will
get a job offer. Do continue to interview and attempt to find other
opportunities until you get an offer
10/23/16 52

53. 8. News wire
Quotes on achievement
• High achievement always takes place in the framework of
high expectation. - Jack Kinder
• I feel that the greatest reward for doing is the opportunity to
do more. - Dr. Jonas Salk
• It's no use saying, ''We are doing our best.'' You have got to
succeed in doing what is necessary. - Winston Churchill
• It's your aptitude, not just your attitude that determines your
ultimate altitude. - Zig Ziglar
• Life affords no higher pleasure than that of surmounting
difficulties, passing from one step of success to another,
forming new wishes and seeing them gratified. - Samuel
Johnson
10/23/16 53

54. 9. News wire
How to start a conversation with a new Li connection
• How can you start building your professional relationship with the
new Li connection so you add value to each other’s network ???
Following tips will guide you...
• Start with your subject line
• Introduce yourself (or re-introduce yourself)
• Mention things you have in common with each other
• Offer your support
• Don’t ask for favors just yet
Don’t be afraid to start a conversation with a LinkedIn connection ever
again. Use these tips!
10/23/16 54

55. 10. News wire
Think like a shopkeeper & operate like a retailer
• A shop keeper Buys & Sells without bothering about volumes or supply
chain. They are extremely focused on their customers and will only
buy what these customers want
• Every stand alone store and the owner/ operator of the same is a shop
keeper. Their orientation is simple, driven by common sense and an
astute sense of cost and benefit
• Their minds work faster than a tablet or even a laptop and can
compute the cost benefit of every rupee or even every minute being
spent.
• Needless to say, they are constrained when it comes to scale as it is
invariably a single person operation
• A Retailer on the other hand is driven by scale which will enable
volume aggregation and efficient supply chain management.
10/23/16 55

56. 10. News wire
Think like a shopkeeper & operate like a retailer
• Retailers are able to unlock or generate value & same is used to fund
their customer value proposition, whether it is better prices, service…
• Thinking like a shop keeper involves three important elements. Focus
on the basics, simplify everything and take complete ownership of the
business
• Retailer has a strong underlying principle. Although Retail is all about
volume aggregation and supply chain, this needs a strong process and
system orientation
• In other words, take complete ownership of your business, simplify
things and follow a routine or process while implementing. I am sure
that if followed faithfully, this maxim would always lead you to
success.
10/23/16 56

57. Thank You
end of presentation
Sanjay Pandya
PGDM – DLP – Hybrid
October – 2015
HPGD/OC15/1773
10/23/16 57