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June 10, 2005
Getting intimate with new Telstra chief
We do hope you're ready for this. It seems that the new Telstra chief executive, Solomon Trujillo, plans to have a close relationship with you. A very close relationship.
Solomon will want to know more about you, because he's convinced that the only way to create value in Telstra, is for the company to understand how its products are relevant to its customers. He's going to want to know what you need, rather than just trying to sell you things. We're not sure how Telstra is going to cope with this, given its deeply entrenched view that the customers ought to be bloody happy with what they're given ... and pay through the nose for the stuff.
"Pick any device," says Solomon, "and you’ll find only a few of its capabilities are used. That’s because companies haven’t been focused enough on customers, trying not only to understand what they need and want from devices but how to make them easy to use. The companies that will win are those that achieve customer intimacy, those who not only know their customers best but can execute against that knowledge."
Customer intimacy, he says, is the only sustainable differentiator for any company.
And the new Telstra chief is obviously going to be demanding that every Australian has access to genuine broadband, as opposed to the pretend-broadband that Telstra has been dispensing.
We're not sure how this is going to affect his intimacy with Chairman McGauchie, who's popped a little clause into the employment contract which declares that that a "close and constructive" relationship with the chairman will be critical to the chief executive's success. In the past, Solomon has got frustrated when he hasn't been given independence.
Posted by cw at June 10, 2005 07:50 AM
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Comments
over here and over paid.
Telstra un-Australian.
Posted by: Stuart at June 10, 2005 06:57 PM
Whatever "un-Australian" means!
cheers, Paul
Posted by: Paul at June 14, 2005 01:27 PM