INM MAGAZINE VOLUME 8 | FEBRUARY 2016
ceilings & affordability; provide tax breaks to attract
certain sectors like energy, water, improve
infrastructure and connectivity and nally create
ecosystems with academia, society and corporates to
encouage global social entrepreneurs into India.
5. What is your take on an organization's need to
innovate across management verticals?
If management verticals means departments, it is a
necessity to innovate across verticals. Different
departments are tasked to perform front line or back
ofce functions to provide services or products that
make up the holistic customer experience. If the
verticals do not work collaboratively and don't innovate
across the siloes, the customer experience will be broken.
Within ADP, we can not stop with providing excellent
HCM products or world-class service to our clients. The
customer journey starts with the sales presentation and
continues through the sale, implementation, bi weekly
payroll, benet or time off transactions, resolving
queries, providing insights, sorting out issues,
invoicing, etc There are multiple touch points with the
customer and performance of each of the functions
inuence the customer delight or WOW factor. So we
innovate within and across our CRM, Sales, Product
management & development, Service, Implementation,
support functions as well as ensure there is a smooth
handover between these functions when required.
6. Most organizations have evolved from being product
centric or production centric to customer centric. Do
you think this is their nal destination or is there a road
ahead?
Product centricity or production centricity revolves
around building a product in anticipation of broad
market segment needs and pushing it to the market. The
perceived ga