Duality Strategy of Customer Centricity and Employee Focus in Software Services Management

Abstract

US Technology is a major software services company in India. It was started in the year 1999 with a modest beginning with a few employees at offshore development centre in Trivandrum, Kerala State. As in 2010, under the brand name of UST Global, the company has over 7000 employees across the world. Phenomenal success of such a software company, in the left- oriented party dominated State of Kerala, has invited the attention of many people in the industry. The company earned valuable foreign exchange through software exports for the country and the State, for the last 10 years. The company strongly believes in and practices its core values and “UST way of life” throughout its world locations. The company has come up some innovative service differentiators, to impress upon its clients, on the advantage of doing business with it. The company’s unique hybrid delivery model has worked well with its clients. Its unique selling proposition of “few clients and more focus” has resulted in delight of its customers, as they see it as a value addition for their money’s worth. The leadership team attributes the success of the company to its fundamental core values and twin strategy of Customer Centricity and Employee Focus. Key Words: Customer Centricity, Hybrid Model, Net Promoter Score, Commitment beyond contract, service differentiators

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