Gautam Mahajan

The world is changing. So is the Customer. Companies have to reinvent themselves and transform their business thinking to take advantage of such changes, and they must do so by focusing on the most important part of their business: the Customer. Doing so will build sustainable competitive advantage, customer loyalty and market share, and shareholder wealth, and this book discusses and teaches how

This book expands the realms and the understanding of Customer Value Management (CVM), and creates a new management concept, that of Total Customer Value Management (Total CVM). Total CVM teaches how to align the entire company to the Customer. Business strategy flows from the Customer strategy, and the Customers drive the organization to greater profit. Total CVM expounds the value of employees and building their self-esteem, awareness, and engagement, and expands the concept of Customer Circles and continuous Customer Improvement Programs and understanding and measuring Customer Value Added.

Insightfully illustrated with case studies, caselets, tables, and graphs, this book illustrates how big companies in India, like Tata and Godrej, are embracing Total CVM to effect organizational transformation and change in business thinking. The author has utilized a reader-friendly story-telling approach and a dialogue format to help the reader relate to the characters and their roles, and learn positively from the experiences described in the book.

Increasing disruption, diminishing returns, and demanding customers require business leaders to create more value, remain relevant, and stay ahead of the competition. CEOs have to evolve a “Value Creation” culture for the company so as to properly balance the interests of customers, employees, investors, and the marketplace.
This path-breaking book shifts the focus to “Creating Value” for the entire business ecosystem and not just for the shareholders. It will launch organizations into the world of “Value Creation” and will convert good CEOs and companies to great ones with longevity and higher profit­ability.

Increasing disruption, diminishing returns, and demanding customers require business leaders to create more value, remain relevant, and stay ahead of the competition. CEOs must evolve a “value creation” culture for the company in order to properly balance the interests of customers, employees, investors, and the marketplace. People who succeed, succeed because they create value, but they do so unconsciously. Creating value consciously makes you create more value and destroy less value. Doing something good or improving the well-being of someone creates value. You buy and re-buy a product on a value basis.

Value dominant logic is relevant to all of us. Value creation is used in all fields but is not well understood. This book takes value creation to the next level, showing how value is basic to human endeavor and is not focused on enough even when we try to create value. Most books on value creation focus on creating monetary value for companies. This book suggests that value is greatly created and enhanced by creating value for others.

To create value for customers, one must first create value for the providers, including employees, suppliers, and the society at large. The goal is to improve the quality of life and well-being. This book provides ways of implementing these thoughts and educates readers about the value and how to create it.

Value is a most misunderstood and misused word. As it becomes fashionable to create value, more companies are rushing towards the creating value mantra. In so doing, they forget value starvation and value destruction. This book is about value starvation. Value starvation is what happens when you deny a customer very basic needs in doing business with you (and often this is done unwittingly or because companies are too busy “creating Value”). Value starvation occurs when a company posts an old address that is no longer valid, or fails to update a product spec, or does not allow you access to the right person for your solution. An example is an airline changing a flight timing and failing to inform you, or sending your bags to the wrong destination, or a hotelier denying you a hotel room that has been prepaid. Value destruction happens when, knowingly or unknowingly, companies destroy value. This book shows you how to recognize value starvation, how to avoid it and how to prevent it. This will make you and your companies more effective, more customer-centric, and more successful.

The problem of depletion of water level in Punjab State dates the back to mid-seventies. Punjab being an agricultural state requires more water to produce more food. It also becomes necessary to control the declining tread of water in the State. To achieve this artificial recharge is one of the techniques to be applied. Artificial recharge of groundwater which can be achieved with basins of other facilities of inducing infiltration of surface water into the soil or with injection wells is becoming increasingly important in groundwater management and in conjunctive use of surface water and groundwater resources. Artificial recharge is used to reduce, stop or even reverse declining of groundwater levels. It enables storing of surface water for future use. In the state of Punjab, preliminary studies on groundwater artificial recharge were carried out. The study included actual trial tests of induced recharge, some tests for basin studies and spreading studies were carried out. The details of which have been discussed in the book.

Customer value is an overused and misunderstood term. Chris Ross said, “There’s a strong argument for changing the term ‘marketing’ and renaming it ‘value creation.”

Companies fail to create value as well as they could because tools of customer value are not known. The author corrects this in simple steps by defining customer value, how it builds loyalty, market share, and profitability; and how customer value can be measured and created. This book also addresses managing steps such as a customer strategy, breaking silos, inter-departmental focus on the customer, measuring customer value-added, circle of promises, customer-centric circles, bill of rights, total customer value management.

Remember, if you create value for others, they will create value for you!

Hydrogeology (like most earth sciences) is an interdisciplinary subject; it can be difficult to account fully for the chemical, physical, biological and even legal interactions between soil, water, nature and society. The study of the interaction between groundwater movement and geology can be quite complex. Groundwater does not always flow in the subsurface down-hill followingthe surface topography; groundwater follows pressure gradients (flow from high pressure gradient to low) often following fractures and conduits in circuitous paths. Taking into account the interplay of the different facets of a multi-component system often requires, knowledge in several diverse fields at both the experimental and theoretical levels. This being said, the following is a more traditional introduction to the methods and nomenclature of saturated subsurface hydrology, or simply hydrogeology. The present book is a glossary of terms in relation to Hydrogeology.

The largest available source of fresh water in India for irrigation is ground water. The use of it needs understanding regarding its origin, occurrence monitoring, management, and development. The present book deals with the information on Ground Water Occurrence, Ground Water Maps, Ground Water Geology, and Hydraulic Conductivity. The design and construction of various types of wells and the pumping tests have also been discussed. The principles of groundwater resources evaluation and practical application of the techniques and problems encountered during groundwater investigation, pump testing, drilling, and conductivity tests have been taken up in detail. About Author: Dr. Gautam Mahajan is a Senior Hydrogeologist in the Directorate of Water Resources, Punjab, Chandigarh. He passed his M.Sc. (Geology) from Panjab University, Chandigarh in took up teaching for a period of 2 years in the Centre of Advance Studies in Geology, Panjab University, Chandigarh. He joined Water Resources Directorate in 1973. He was selected as Ground Water Expert by the Government of Iraq in 1974 and worked there in the Bureau of Soil Studies and Design. State Organisation of Soil and Land Reclamation from 1974-1977. He was awarded a national award by the supreme Agricultural Council, Government of Iraq for his excellent work. Contents: Introduction Occurrence of Ground Water Topographic and Ground Water Maps Ground Water Geology Permeability and Hydraulic Conductivity Type, Construction A Design of Wells Pumping Test

The Value Imperative is about understanding and creating value to become more prosperous, obtain higher levels of success as a business and as a person, and become a better executive, manager, and leader.

The book describes the value and its creation, a practitioner concept that encompasses all aspects of human endeavor and happiness and covers different aspects of value, and how they impact you, business, society, technology, innovation and creativity, and education. The book demonstrates how to identify where value exists, how it can be increased, how it is destroyed and dissipated, and how it can re-emerge. The author also describes the 6As required of successful executives.

The Customer is the ultimate driver of a business. Customers buy products and services that give them more value and this value is what gives one company the winning edge over another.

Using the unique Customer-in-Center concept, this pathbreaking book explains how investing in Customer Value can increase the market share and profitability of a company. It shows companies how they can be driven by Customers and their needs, and how sustained business success can be achieved through Customer Value Investment.

In addition to clearly explaining key terms and basic concepts—insightfully illustrated with caselets, tables, graphs, and key points in each chapter—the book explains how companies can:
– Move beyond Customer management and satisfaction to loyalty
– Become market leaders and improve business results
– Understand the value they provide to Customers
– Improve service quality and loyalty
– Set up Customer-Circles and build Customer Conduits
– Understand competitive strategies and pre-empt competition
– Measure Customer capital