Mr Alok Kumar is an engineer from IIT Kharagpur with 35 years of career spanning Sales, ISO 9000 / Total Quality Management including 25 years in Customer Service Delivery ,Quality & Enterprise CRM implementation in leading organizations like Xerox, Escotel, Bharti Airtel & now Aircel.
He has been instrumental in laying the foundations of Service Delivery organization for leading telecom operators in India – both in the mobile / fixed line & data services. His efforts have led to ranking of these organizations as leaders in the Service Delivery & Customer Satisfaction scores & winning awards for Service Innovation (Aegis Graham Bell award -2014)
As an acknowledged leader in the area of CRM ,Mr Alok Kumar is a member of various national committee on Customer Focus and Marketing, (CII/ AIIMA/DMA), is the Founding Director of CRM Foundation and has established a CRM Chair with India’s top management school (IIM Lucknow).
He has been a prominent speaker in various seminar’s/conferences – in India, China, Singapore, UK, France and across various Management schools. He has conducted programmes & workshops on Customer Experience (CRM ,Customer Journey Mapping) in India & Singapore.
He has authored a popular book – ‘Theory & Application of CRM’ – which is now a best seller on the subject in India.
K. CHANDRASEKARAN (K.C.) – KC is a B.E in Electronics & Communication from Coimbatore Institute of Technology and has a Post Graduate Diploma in Industrial Engineering. He brings along with him more than 37 years of rich and nourishing experience in the Telecom and BPO Industries.
KC worked with Reliance Communications from April 2001 to June 2011, as President – Reliance BPO. KC has been actively involved in setting up and operating India’s largest Domestic Contact Centers (right from the conceptual stage), to support the group’s foray into BPO business and for providing service to all the Companies in the Reliance ADA Group (covering the Telecom, BFSI, Entertainment & Utility Verticals) and a few select international clients. Business Development, Technology, Customer Service Process Development & Ownership, Leadership & Experiential Training and Quality Management have been KC’s areas of specialization during his tenure with Reliance.
KC started his career with I.T.I Ltd.- Bangalore in 1974 as an R & D Engineer and was involved in the development of switching systems for the DoT and Defence Services. He joined Philips India Ltd. – Delhi in 1980 as Senior Marketing Executive and was responsible for technical and marketing support for switching systems, Business Communication Systems and two way radio products (VHF & UHF). In 1983 he moved to Philips Mumbai as Product Manager for Business Communications and Traffic Control Systems.
He joined Blue Star – Bangalore in 1986 as Regional Manager and was responsible for the supply and Installation of India’s first fully Digital Communication System. In 1987 he jointly set up Enkay Telecom, & as its Executive Director he was in charge of all India marketing of telecom products. He helped Enkay achieve and sustain >70% market share in the KTS market in the country. He was also involved in launching successfully the Brother Fax machines in India as well as Two-way Radios.
From December 1993 he was with GEIL Projects & Services India Ltd. as President & CEO. Here he achieved a near monopoly for Glenayre –US in the Indian Paging infrastructure market and the second highest market share for NEC Pagers in the country. He was responsible for GEIL becoming the first and most successful turn-key telecom projects implementation company in the country. It became an established name even in executing prestigious projects in GSM & Paging in India & abroad.
In 1999, he moved to head a larger assignment within the same Group as Group President of Easy Call India – India’s largest messaging and Call Centre company with operations in 25 cities. During his tenure, EasyCall became the largest domestic, distributed Call Centre company in the country.
KC’s desire has been to perform his ‘DUTY’ i.e. to give his “DUe to SocieTY”, by imparting the knowledge & learning gained over the last 37 years, to the evolving Leaders & Professionals. With this objective in mind, he has set up a Consulting Firm “LeadGrow Consulting” to help new Leaders in leading a balanced & successful life. LeadGrow conducts such programs on a regular basis for senior Leaders in SMEs and Corporates (www.leadgrowconsulting.com).
KC is also a Partner in Ubika-Hetu (www.ubikahetu.com) – a group of highly experienced specialists with diverse backgrounds working together as a firm, to identify organizations that have the potential to be the near-big enterprises of tomorrow and help them grow.
He is also on the faculty of Lead Hi Business School, Chennai, UBS Karjat, ITM, Mumbai & a few other leading Management Institutions. KC teaches Yoga & Energy (SKY) Meditation regularly and runs a registered Trust for the same in Mumbai.