What I learned from my first year as a Business Consultant - Servion - ContactCenterWorld.com Blog
Coming from a pure play automotive technology background, but having broadened my business acumen at IIM-B, I was ready to face the new challenges that awaited me post my graduation. As a Lead Consultant at Servion Global Solutions, my stage was set to help organizations deliver their brand promise to their customers by following a consultative approach.
When I look back at my year long journey in this new field, I get a sense of satisfaction.
Satisfaction of gaining confidence despite the new environment.
Satisfaction of being able to contribute.
Satisfaction of learning new lessons. In this post, I will share 3 prime lessons that I gained in the past one year as a Business Consultant.
1. Who is a Consultant?
An expert, a counselor, a guide, a professional adviser? The first thing I learned is that –
“A consultant is a facilitator”
Every organization has its own inherent politics, disconnected departments, and power centers. A consultant acts as a channel to facilitate dialogue among them.
To be effective, a consultant should identify the key decision makers (KDMs) in the client organization and find ways to escalate his discussions up the value chain. The success of any consulting assignment depends on the sign-off from KDMs.
“He does not provide a solution. He lays out a choice.”
A consultant knows that unless the client takes his own decision, there would be two integral constituents missing for successful completion – accountability and ownership. Hence, he provides alternatives with underlying data, educates the client and facilitates decision making so that the client can select any option responsibly.
2. Manage Perceptions
A consultant should do his homework and interact with stakeholders in such detail that he imbibes the culture of the client organization. Remember, the advice of a consultant would have an effect on more than one department and this is where managing perceptions of the entire client organization becomes an important affair.
Gaining client respect at the early stage helps in the above. This can be achieved by rapidly validating or invalidating the client’s hypothesis through quantitative means, surveys, collecting consumer feedback, etc.
There is a lot of dependency on the client for making stakeholders accessible, setting up meetings with high level managers, providing access to data, etc. Whenever things don’t seem to be moving as per plan, improvise.
3. Vital Qualities
Technology and Sales are so engrossed in products or services that they fail to ask business questions to the client. This is where a Business Consultant comes in. He understands the business requirements of the client and helps translate into technology solutions.
For the latter part, minimum necessary domain knowledge is a must, otherwise the business insights gathered cannot be addressed effectively.
The importance of analytical skills need not be debated.
Please feel free to share your views in the comments section.
Kaustubh Sathe is a Lead Consultant at Servion Global Solutions. Anchoring on many of his experiences, he shares his views on varied topics. These views are purely his and they are not affiliated with any person or organization.
Publish Date: April 22, 2016 5:00 AM
2020 Buyers Guide Inbound Call Handling Services
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
View more from Servion
Recent Blog Posts:
|There are no jet skis to reach your customer||May 18, 2016 5:00 AM|
|Just a bit of that human touch||May 16, 2016 5:00 AM|
|Your package has been delivered...||May 11, 2016 5:00 AM|
|Customer Information Unified||May 10, 2016 5:00 AM|
|Saving the day at the eleventh-hour||May 5, 2016 5:00 AM|
|The quickest way to a customer’s wallet is through his heart||May 4, 2016 5:00 AM|
|CX - a dish best served piping hot!||May 3, 2016 5:00 AM|
|Waiting for customer experience...||May 1, 2016 5:00 AM|
|Digital + Customer Experience = Winning formula for today's business||April 28, 2016 5:00 AM|
|Customer Experience served up!||April 26, 2016 5:00 AM|