More Information:
http://flevy.com/browse/flevypro/customer-centric-organization-core-capabilities-part-i-3961
Today's customers are better informed, better connected, and more demanding that ever before. CEOs are now concerned about Customer Loyalty and they recognize that mastery of the customer agenda is essential. In fact, global leaders of successful organizations recognize that creating a customer-centric, digitally-transformed business is a top priority. In fact, Customer-centricity ceases to be a differentiator. It has become necessary for survival.
In this age of digital disruption, how can organizations engage customers, increase Customer Loyalty, and achieve profitable growth?
Almost every market is experiencing fundamental change. Consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive growth.
This framework digs deep into what it takes to achieve Customer-centricity. In this Digital Age, there are 6 core capabilities organizations must have to be a customer-centric business.
1. Customer Strategy
2. Customer Experience (CX)
3. Sales & Service Transformation
4. Connected Enterprise
5. Data & Analytics
6. Digital Transformation
In this presentation, we discuss the first 2 capabilities in detail.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Customer-centric Organization: Core Capabilities (Part I) PowerPoint document
ABOUT FLEVYPRO
FlevyPro is a subscription service for on-demand business frameworks and analysis tools. FlevyPro subscribers receive access to an exclusive library of curated business documents—business framework primers, presentation templates, Lean Six Sigma tools, and more—among other exclusive benefits.
More Information:
http://flevy.com/browse/flevypro/value-creation-impact-of-customer-experience-cx-3966
With the evolving technology, leaders will have to keep evolving their Customer Experience (CX) approaches to secure additional avenues of revenue and to stay competitive in the market. To do this, they will need to develop Data Analytics capabilities to effectively utilize insights on customer preferences and provide them with the offerings of their choice. Digital Transformation initiatives fall short of securing their maximum value potential due to the leadership’s focus on improving specific touchpoints instead of confronting the entire Customer Journey—spanning across several departments and channels.
To make their evolved CX sustainable and to become customer-centric, organizations need to clearly transform their ways of doing business, operations, and employee behaviors. This is not going to happen by concentrating entirely on the front-end CX and not improving the fundamental support processes.
This presentation provides a detailed overview of the 5-phase approach that organizations can utilize to enrich their CX and capture the highest potential value:
1. Understand What Customers Value
2. Simplify and Streamline Offering
3. Link Customer Value to Operational Drivers
4. Focus on Most Important Customer Journeys
5. Adopt Continuous Improvement (CI) Thinking
The slide deck also includes some slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Value Creation: Impact of Customer Experience (CX) PowerPoint document
ABOUT FLEVYPRO
FlevyPro is a subscription service for on-demand business frameworks and analysis tools. FlevyPro subscribers receive access to an exclusive library of curated business documents—business framework primers, presentation templates, Lean Six Sigma tools, and more—among other exclusive benefits.
Complete Business Frameworks Toolkit - Strategy, Marketing, Operations, Consu...Flevy.com Best Practices
Download this primer now from slideshare.
Full version here:
https://flevy.com/browse/business-document/complete-consulting-frameworks-toolkit-644
This is a very comprehensive document with over 350+ slides--covering 51 common management consulting frameworks and methodologies (listed below in alphabetical order). A detailed summary is provided for each business framework. The frameworks in this deck span across Corporate Strategy, Sales, Marketing, Operations, Organization, Change Management, and Finance.
These frameworks and templates are the same used by top tier consulting firms. With this comprehensive document in your back pocket, you can find a way to address just about any problem that can arise in your organization.
The level of detail varies by framework, depending on the nature of the management model. Examples, templates, and case studies are provided.
FULL LIST OF MANAGEMENT CONSULTING FRAMEWORKS & METHODOLOGIES:
1. ABC Analysis
2. Adoption Cycle ( Consumer Adoption Curve)
3. Ansoff Market Strategies
4. Balanced Scorecard
5. BCG Growth-Share Matrix
6. Benchmarking
7. Blue Ocean Strategy
8. Break-even Analysis
9. Business Unit Profitability
10. Economics of Scale
11. Environmental Analysis
12. Experience Curve
13. Cluster Analysis
14. Company & Competitor Analysis
15. Consumer Decision Journey ( McKinsey Consumer Decision Journey)
16. Core Competence Analysis
17. Cost Structure Analysis
18. Customer Experience
19. Customer Satisfaction Analysis
20. Customer Value Proposition
21. Fiaccabrino Selection Process
22. Financial Ratios Analysis
23. Gap Analysis
24. Industry Attractiveness & Business Strength Assessment
25. Key Purchase Criteria
26. Key Success Factors (KSF)
27. Market Sizing & Share
28. McKinsey 7-S
29. Net Present Value
30. PEST Analysis
31. Porter Competition Strategies
32. Porter's Five Forces
33. Portfolio Strategies
34. Price Elasticity
35. Product Life Cycle
36. Product Substitution
37. Relative Cost Positioning
38. Rogers' Five Factors
39. Scenario Techniques
40. Scoring Models
41. Segment Attractiveness
42. Segmentation & Targeting
43. Six Thinking Hats
44. Stakeholder Analysis
45. Strengths & Weaknesses Analysis
46. Structure-Conduct-Performance (SCP)
47. SWOT Analysis
48. SWOT Strategies
49. Treacy / Wiersema Market Positioning
50. Value Chain Analysis
51. Venkat Matrix
[Whitepaper] Business Model Innovation: Creation of Scalable Business Models ...Flevy.com Best Practices
More Information:
https://flevy.com/browse/flevypro/business-model-innovation-bmi-scalable-business-models-5182
Scalability is described as possible meaningful changes in magnitude or capacity. In business terms, it’s the capability of a system to enhance productivity upon resource augmentation. Scalability provides an organization the capabilities to develop compelling value propositions — that are hard to imitate by the rivals — and achieve profitable growth even in the wake of external threats, cut-throat competition, stringent laws, or financial downturns.
Today’s challenging business ecosystems and economic outlook demand from the enterprises to develop novel and Scalable Business Models that are able to leverage positive returns on investments. To accomplish this, leaders need to identify and eradicate any capacity issues, enhance collaboration with existing partners, build new partnerships, or develop platforms to work with their opponents.
Executives should invest in scaling options only when they are sure to boost returns. They have to be quick to exit a business when returns on investment to scale backfire.
5 Patterns of Business Model Scalability
Benchmarking a number of successful organizations reveals that their Business Models were flexible enough to sustain internal and external pressures. Business Model Scalability hinges on aligning the strategic partners and Value Propositions to serve the customers.
To drive Business Model Innovation (BMI), leading organizations consistently display 5 critical patterns of Business Model Scalability:
Operate with multiple distribution channels
Eliminate typical capacity limitations
Outsource capital investments to partners
Allow customers and partners assume multiple roles in the business
Create platform models
Got a question about this presentation? Email us at support@flevy.com.
The Conversion Maturity Model: A Roadmap to ProfitabilityOptimizely
TIM ASH, CEO OF SITETUNERS
Conversion maturity is a function of your whole organization and it encompasses much more than just landing page testing. See how your company rates on dimensions of people, technology, process, and culture in this session featuring Tim Ash, CEO of Sitetuners.
Find out where you stand and how to take your company’s optimization to the next level.
Zinnov launches a first-of-its-kind ‘Partner Enablement Framework’ to help te...Zinnov
Zinnov, a leading market expansion and globalization advisory firm, today announced the release of a first-of-its-kind ‘Partner Enablement Framework’ to help technology companies unlock their channel partner potential. Highlighting the current landscape and opportunities that are present in the ecosystem, the released study also revealed that India currently hosts over 11,000 IT channel partners, excluding PC resellers and box pushers. While 65% of these partners focus on IT services/ managed services, 44% of the partners claim to have solution centric capabilities, while 37% of the current partner base is termed as resellers/ value added resellers.
Web, cloud, and other software companies are in the enviable position of having low marginal cost of goods. Despite this highly leveraged model, most software companies think fairly narrowly about their partner strategy, focusing on resellers and strategic alliances. Progressive software companies take a platform approach including a broader view of the partner ecosystem.
The Partner Strategy Framework E-Book walks through a detailed framework for software companies to maximize the value of upstream partners (platform vendors), managed partner alliances, breadth (program-managed) partners, and the developer ecosystem. The purpose is to grow 1) partner loyalty, 2) revenue, and 3) brand goodwill.
http://www.competegy.com
More Information:
http://flevy.com/browse/flevypro/value-creation-impact-of-customer-experience-cx-3966
With the evolving technology, leaders will have to keep evolving their Customer Experience (CX) approaches to secure additional avenues of revenue and to stay competitive in the market. To do this, they will need to develop Data Analytics capabilities to effectively utilize insights on customer preferences and provide them with the offerings of their choice. Digital Transformation initiatives fall short of securing their maximum value potential due to the leadership’s focus on improving specific touchpoints instead of confronting the entire Customer Journey—spanning across several departments and channels.
To make their evolved CX sustainable and to become customer-centric, organizations need to clearly transform their ways of doing business, operations, and employee behaviors. This is not going to happen by concentrating entirely on the front-end CX and not improving the fundamental support processes.
This presentation provides a detailed overview of the 5-phase approach that organizations can utilize to enrich their CX and capture the highest potential value:
1. Understand What Customers Value
2. Simplify and Streamline Offering
3. Link Customer Value to Operational Drivers
4. Focus on Most Important Customer Journeys
5. Adopt Continuous Improvement (CI) Thinking
The slide deck also includes some slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Value Creation: Impact of Customer Experience (CX) PowerPoint document
ABOUT FLEVYPRO
FlevyPro is a subscription service for on-demand business frameworks and analysis tools. FlevyPro subscribers receive access to an exclusive library of curated business documents—business framework primers, presentation templates, Lean Six Sigma tools, and more—among other exclusive benefits.
Complete Business Frameworks Toolkit - Strategy, Marketing, Operations, Consu...Flevy.com Best Practices
Download this primer now from slideshare.
Full version here:
https://flevy.com/browse/business-document/complete-consulting-frameworks-toolkit-644
This is a very comprehensive document with over 350+ slides--covering 51 common management consulting frameworks and methodologies (listed below in alphabetical order). A detailed summary is provided for each business framework. The frameworks in this deck span across Corporate Strategy, Sales, Marketing, Operations, Organization, Change Management, and Finance.
These frameworks and templates are the same used by top tier consulting firms. With this comprehensive document in your back pocket, you can find a way to address just about any problem that can arise in your organization.
The level of detail varies by framework, depending on the nature of the management model. Examples, templates, and case studies are provided.
FULL LIST OF MANAGEMENT CONSULTING FRAMEWORKS & METHODOLOGIES:
1. ABC Analysis
2. Adoption Cycle ( Consumer Adoption Curve)
3. Ansoff Market Strategies
4. Balanced Scorecard
5. BCG Growth-Share Matrix
6. Benchmarking
7. Blue Ocean Strategy
8. Break-even Analysis
9. Business Unit Profitability
10. Economics of Scale
11. Environmental Analysis
12. Experience Curve
13. Cluster Analysis
14. Company & Competitor Analysis
15. Consumer Decision Journey ( McKinsey Consumer Decision Journey)
16. Core Competence Analysis
17. Cost Structure Analysis
18. Customer Experience
19. Customer Satisfaction Analysis
20. Customer Value Proposition
21. Fiaccabrino Selection Process
22. Financial Ratios Analysis
23. Gap Analysis
24. Industry Attractiveness & Business Strength Assessment
25. Key Purchase Criteria
26. Key Success Factors (KSF)
27. Market Sizing & Share
28. McKinsey 7-S
29. Net Present Value
30. PEST Analysis
31. Porter Competition Strategies
32. Porter's Five Forces
33. Portfolio Strategies
34. Price Elasticity
35. Product Life Cycle
36. Product Substitution
37. Relative Cost Positioning
38. Rogers' Five Factors
39. Scenario Techniques
40. Scoring Models
41. Segment Attractiveness
42. Segmentation & Targeting
43. Six Thinking Hats
44. Stakeholder Analysis
45. Strengths & Weaknesses Analysis
46. Structure-Conduct-Performance (SCP)
47. SWOT Analysis
48. SWOT Strategies
49. Treacy / Wiersema Market Positioning
50. Value Chain Analysis
51. Venkat Matrix
[Whitepaper] Business Model Innovation: Creation of Scalable Business Models ...Flevy.com Best Practices
More Information:
https://flevy.com/browse/flevypro/business-model-innovation-bmi-scalable-business-models-5182
Scalability is described as possible meaningful changes in magnitude or capacity. In business terms, it’s the capability of a system to enhance productivity upon resource augmentation. Scalability provides an organization the capabilities to develop compelling value propositions — that are hard to imitate by the rivals — and achieve profitable growth even in the wake of external threats, cut-throat competition, stringent laws, or financial downturns.
Today’s challenging business ecosystems and economic outlook demand from the enterprises to develop novel and Scalable Business Models that are able to leverage positive returns on investments. To accomplish this, leaders need to identify and eradicate any capacity issues, enhance collaboration with existing partners, build new partnerships, or develop platforms to work with their opponents.
Executives should invest in scaling options only when they are sure to boost returns. They have to be quick to exit a business when returns on investment to scale backfire.
5 Patterns of Business Model Scalability
Benchmarking a number of successful organizations reveals that their Business Models were flexible enough to sustain internal and external pressures. Business Model Scalability hinges on aligning the strategic partners and Value Propositions to serve the customers.
To drive Business Model Innovation (BMI), leading organizations consistently display 5 critical patterns of Business Model Scalability:
Operate with multiple distribution channels
Eliminate typical capacity limitations
Outsource capital investments to partners
Allow customers and partners assume multiple roles in the business
Create platform models
Got a question about this presentation? Email us at support@flevy.com.
The Conversion Maturity Model: A Roadmap to ProfitabilityOptimizely
TIM ASH, CEO OF SITETUNERS
Conversion maturity is a function of your whole organization and it encompasses much more than just landing page testing. See how your company rates on dimensions of people, technology, process, and culture in this session featuring Tim Ash, CEO of Sitetuners.
Find out where you stand and how to take your company’s optimization to the next level.
Zinnov launches a first-of-its-kind ‘Partner Enablement Framework’ to help te...Zinnov
Zinnov, a leading market expansion and globalization advisory firm, today announced the release of a first-of-its-kind ‘Partner Enablement Framework’ to help technology companies unlock their channel partner potential. Highlighting the current landscape and opportunities that are present in the ecosystem, the released study also revealed that India currently hosts over 11,000 IT channel partners, excluding PC resellers and box pushers. While 65% of these partners focus on IT services/ managed services, 44% of the partners claim to have solution centric capabilities, while 37% of the current partner base is termed as resellers/ value added resellers.
Web, cloud, and other software companies are in the enviable position of having low marginal cost of goods. Despite this highly leveraged model, most software companies think fairly narrowly about their partner strategy, focusing on resellers and strategic alliances. Progressive software companies take a platform approach including a broader view of the partner ecosystem.
The Partner Strategy Framework E-Book walks through a detailed framework for software companies to maximize the value of upstream partners (platform vendors), managed partner alliances, breadth (program-managed) partners, and the developer ecosystem. The purpose is to grow 1) partner loyalty, 2) revenue, and 3) brand goodwill.
http://www.competegy.com
Partner Program for Tech Startups - and not onlyJustyna Bak
The vast majority of the world’s most successful Tech companies have a thriving ecosystem of partners, ranging from systems integrators, consultancies, independent software vendors, developer communities to value added resellers and distributors.
“Partner Program Template” helps you prepare a compelling partnership pitch:
- Demonstrate understanding of your partner business and position your company as a valuable asset
- Scope out collaboration areas with concrete milestones
- Define success metrics and strategies to achieve them
Keys To Building A Winning Partner Enablement Strategyhawkeye Channel
Tasked with the constant need to identify, prioritize, target, invest, and measure the performance of your partners? Transform your channel by effectively enabling your partners. Explore key strategies in this insightful presentation.
Brand as Demand Accelerator for Future IndustriesDirk Schart
In this session with Dirk Schart, you'll learn how to use your Brand as a Demand Accelerator for future Industries and emerging tech. Our future technologies often suffer from slow adoption and reluctance to change on the user side. Who understands the special features of the shift in the audiences will jump over it faster and conquer the markets.
- How to "cross the chasm" in new technology markets by building a strong startup brand
- Simplify Market Engineering with frameworks as the foundation for your brand
- Help your sales teams to sell easier, faster and at lower cost by using the brand as demand accelerator
Pitching Investors PowerPoint Presentation Slides empowers your business idea with a gripping, professional, and convincing layout design. Nail your elevator pitch with the help of the stunning visuals and concise content of our stakeholder pitch deck PPT theme. Elaborate on the business problem and solution using the comprehensive capital fundraising PowerPoint slideshow. You can even present a compelling brief about your team. Showcase value proposition by discussing the benefits of your products and services by the means of equity financing PPT presentation. Elucidate the product roadmap based on features like new channels, and new integrations for each quarter through startup fundraising PowerPoint theme. Use investor pitch deck PPT slides to communicate business, revenue, and expense model in a visually-appealing manner to engross potential investors. Also, explain the growth and marketing strategy along with competitive analysis using this pitching for venture capital PowerPoint presentation. So, download this pitching angel investors PPT slideshow and illustrate the shareholding pattern, use of funds, exit strategy, and financial projections. https://bit.ly/2Qi88MO
ProductCamp Toronto 2012 Re-Engineering Your Sales ProcessProductCamp Toronto
This session at ProductCamp Toronto 2012 was a "kitchen table conversation" on understanding the key elements of your sales process and how you can optimize for success.
If your company needs to submit a Image Management Services Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/377T0rr
Best Practices in Ranking and Prioritizing Your Partnershawkeye Channel
Aligning resources to engage and enable the right partners is crucial. To get it right, you must invest in the right partners to meet your business objectives. Explore best practices in this white paper.
This ISG white paper assesses recent trends in the mid-tier sourcing marketplace, and basic considerations faced by buyer organizations with
differing levels of outsourcing experience. Risks and opportunities are discussed, and potential sourcing strategy options and key success factors
are outlined.
The Changing Nature of Campaign ManagementClickSquared
Daniel Smith, senior vice president, marketing, ClickSquared, and guest, Suresh Vittal, Vice President, Practice Leader, Forrester Research, Inc., discuss the realities of cross-channel marketing and how marketers can leverage modern campaign management tools.
"From Insights to Action" by Andrew Vincent, a Revelation Great Research Thin...Revelation Next
As much as we value excellent research, it simply is not enough. Insight must be actionable. Key take-away points include:
--Developing practical strategies to ensure, monitor, and measure insight adoption
--Understanding how your end-users make decisions
--Framing and positioning your insights for the greatest impact
Whether you are a client-side manager or an agency researcher, it is only when your insights directly impact the decisions taken by marketers that the true value of your work is realized. Use Andrew’s new frameworks and techniques to make your insights stick; for innovation and for impact.
Steps To Devise Impactful Core Product Strategies Powerpoint Presentation SlidesSlideTeam
Meet the needs of your customers with the aid of our visually appealing Steps To Devise Impactful Core Product Strategies PowerPoint Presentation Slides. Discuss the way to increase the product value by utilizing the core product management PPT slideshow. Take advantage of the cost of product management PPT visuals to demonstrate the dimensions of the product that your company can improve upon such as features, reliability, conformance, performance, durability, aesthetics, serviceability, perceived quality. Steps to create the perfect product strategy and ways to acquire a competitive advantage can be depicted easily by editing the slides. Analyze the product performance and perform competitor analysis by taking the advantage of core marketing strategy PowerPoint templates. Describe how the product is adopted by five categories of buyers by utilizing a market adoption curve diagram. These core strategies for marketing product PPT slide design helps to analyze the political, economic, and legal factors that can impact the product. Display information about exploring new product ideas, new product strategy, 4Ps of innovation, scoring product ideas, etc. Demonstrate product development roadmap plan by downloading ready-to-use core product value PowerPoint layouts. https://bit.ly/3vHkNfF
Global Communications Partner-Program (overview 2014)David Dominguez
Partner Program Overview
Earn commissions without a minimum commitment.
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Visually Integrating Porter’s 5 Forces of Competition with the Business Model...Rod King, Ph.D.
The Business Model Canvas is a tool that illustrates how a business creates and delivers value as well as makes money. However, a Business Model Canvas presents a worm’s eye view of a business so that the context or Environment is not shown on the Business Model Canvas. Nevertheless, the Business Model Canvas (worm’s eye view) and Business Model Environment (bird’s eye view) can be presented on a single page; see page 201 of the book, “Business Model Generation” by Alexander Osterwalder and Yves Pigneur.
In describing the Business Model Environment of the Business Model Canvas, the literature has focused on 4 “Global Forces” of the Macro-Environment: Industry Ecosystem (IE); Market Ecosystem (ME); Key Trends & Complementors (KTC); Macro-Economic Influencers (MEI). However, we have yet to come across a one-page worksheet that simultaneously illustrates the Business Model Canvas and Business Model Environment. Consequently, some people find it difficult to concurrently analyze the fitness between a business model and its environment.
This presentation (http://goo.gl/1uinUW) uniquely presents a modular worksheet that contains the Business Model Canvas and Business Model Environment. Consequently, one can simultaneously analyze a business model and its global environment especially with a view to determining environmental fitness of a business model. Although its boundaries are fluid, the Business Model Environment largely acts as a constraint to the growth of a business model. According to “Constructionists,” a Business Model Environment mostly determines whether a nascent business model thrives or dies. However, “Reconstructionists” such as Blue Ocean Strategists believe that a Blue Ocean business model can create an uncontested market space and subsequently, redefine market boundaries and industries that make competitors irrelevant.
To determine the chances of a business model thriving or dying in an existing industry (Red Ocean), it’s imperative to analyze industry attractiveness especially using Porter’s 5 Forces of Competition or “Industry Forces.” Industry Attractiveness Analysis can be enhanced by combining the diagram for Porter’s 5 Forces and the Business Model Canvas. Such an integrated diagram can be used to determine the competitive advantage of a business model.
In the presentation below, a diagram is presented which seamlessly integrates Porter’s 5 Forces and the Business Model Canvas. The resulting one-page modular worksheet is referred to as the Global Business Model (GBM) Canvas. Note that GBM Canvas also refers to the one-page modular worksheet that combines the 4 Global Forces with the Business Model Canvas. The objective of a GBM Canvas is to provide a single page that facilitates seeing both the big picture and details of a business model. In summary, the GBM Canvas facilitates comprehensive internal and external analyses of a business model.
Fortune 500 companies and other leading organizations frequently seek the expertise of global consulting firms, such as McKinsey, BCG, Bain, Deloitte, and Accenture, as well as specialized boutique firms. These firms are valued for their ability to dissect complex business scenarios, offering strategic recommendations that are informed by a vast repository of consulting frameworks, subject matter expertise, benchmark data, best practices, and rich insights gleaned from a history of diverse client engagements.
The case studies presented in this book are a distillation of such professional wisdom and experience. Each case study delves into the specific challenges and competitive situations faced by a variety of organizations across different industries. The analyses are crafted from the viewpoint of consulting teams as they navigate the unique set of questions, uncertainties, strengths, weaknesses, and dynamic conditions particular to each organization.
What you can gain from this whitepaper:
Real-World Challenges, Practical Strategies: Each case study presents real-world business challenges and the strategic maneuvers used to navigate them successfully.
Expert Perspectives: Crafted from the viewpoint of top-tier consultants, you get an insider's look into professional methodologies and decision-making processes.
Diverse Industry Insights: Whether it's finance, tech, retail, manufacturing, or healthcare, gain insights into a variety of sectors and understand how top firms tackle critical issues.
Enhance Your Strategic Acumen: This collection is designed to sharpen your strategic thinking, providing you with tools and frameworks used by the best in the business.
Whether you're at the helm of a corporation or on your path to becoming a consulting expert, "100 Case Studies on Strategy & Transformation" is your essential guide to navigating the complex world of business strategy.
[Whitepaper] You’re Building a Customer-centric Organization, So Where’s the...Flevy.com Best Practices
More information: https://flevy.com/browse/flevypro/customer-centric-organization-the-customer-department-3860
The days of mass markets, mass media communications, and little-to-none direct interface with customers are long gone. This age of disruption offers potent technologies for organizations to utilize in order to engage with the customers directly; gather and mine information; and tailor their products and services appropriately. The emphasis now is on maximizing customer relationships and becoming customer-driven organizations rather than merely selling products.
The sheer advancement in technology today offers sophisticated tools to the organizations to understand and engage with their customers better. To become a Customer-centric Organization, companies need to reinvent their traditional marketing function as a “Customer Department.” The Customer Department should be created to deliver maximum profits to the customers.
This deck deliberates on the structure of the Customer Department, the various positions responsible for managing the department, their roles, the critical client-facing tasks that the Customer Department should undertake, and the key metrics to assess progress in gathering and using customer data. The core emphasis of the Customer Department is on nurturing customer relationships instead of pushing products.
The slide deck also includes some slide templates for you to use in your own business presentations.
Partner Program for Tech Startups - and not onlyJustyna Bak
The vast majority of the world’s most successful Tech companies have a thriving ecosystem of partners, ranging from systems integrators, consultancies, independent software vendors, developer communities to value added resellers and distributors.
“Partner Program Template” helps you prepare a compelling partnership pitch:
- Demonstrate understanding of your partner business and position your company as a valuable asset
- Scope out collaboration areas with concrete milestones
- Define success metrics and strategies to achieve them
Keys To Building A Winning Partner Enablement Strategyhawkeye Channel
Tasked with the constant need to identify, prioritize, target, invest, and measure the performance of your partners? Transform your channel by effectively enabling your partners. Explore key strategies in this insightful presentation.
Brand as Demand Accelerator for Future IndustriesDirk Schart
In this session with Dirk Schart, you'll learn how to use your Brand as a Demand Accelerator for future Industries and emerging tech. Our future technologies often suffer from slow adoption and reluctance to change on the user side. Who understands the special features of the shift in the audiences will jump over it faster and conquer the markets.
- How to "cross the chasm" in new technology markets by building a strong startup brand
- Simplify Market Engineering with frameworks as the foundation for your brand
- Help your sales teams to sell easier, faster and at lower cost by using the brand as demand accelerator
Pitching Investors PowerPoint Presentation Slides empowers your business idea with a gripping, professional, and convincing layout design. Nail your elevator pitch with the help of the stunning visuals and concise content of our stakeholder pitch deck PPT theme. Elaborate on the business problem and solution using the comprehensive capital fundraising PowerPoint slideshow. You can even present a compelling brief about your team. Showcase value proposition by discussing the benefits of your products and services by the means of equity financing PPT presentation. Elucidate the product roadmap based on features like new channels, and new integrations for each quarter through startup fundraising PowerPoint theme. Use investor pitch deck PPT slides to communicate business, revenue, and expense model in a visually-appealing manner to engross potential investors. Also, explain the growth and marketing strategy along with competitive analysis using this pitching for venture capital PowerPoint presentation. So, download this pitching angel investors PPT slideshow and illustrate the shareholding pattern, use of funds, exit strategy, and financial projections. https://bit.ly/2Qi88MO
ProductCamp Toronto 2012 Re-Engineering Your Sales ProcessProductCamp Toronto
This session at ProductCamp Toronto 2012 was a "kitchen table conversation" on understanding the key elements of your sales process and how you can optimize for success.
If your company needs to submit a Image Management Services Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/377T0rr
Best Practices in Ranking and Prioritizing Your Partnershawkeye Channel
Aligning resources to engage and enable the right partners is crucial. To get it right, you must invest in the right partners to meet your business objectives. Explore best practices in this white paper.
This ISG white paper assesses recent trends in the mid-tier sourcing marketplace, and basic considerations faced by buyer organizations with
differing levels of outsourcing experience. Risks and opportunities are discussed, and potential sourcing strategy options and key success factors
are outlined.
The Changing Nature of Campaign ManagementClickSquared
Daniel Smith, senior vice president, marketing, ClickSquared, and guest, Suresh Vittal, Vice President, Practice Leader, Forrester Research, Inc., discuss the realities of cross-channel marketing and how marketers can leverage modern campaign management tools.
"From Insights to Action" by Andrew Vincent, a Revelation Great Research Thin...Revelation Next
As much as we value excellent research, it simply is not enough. Insight must be actionable. Key take-away points include:
--Developing practical strategies to ensure, monitor, and measure insight adoption
--Understanding how your end-users make decisions
--Framing and positioning your insights for the greatest impact
Whether you are a client-side manager or an agency researcher, it is only when your insights directly impact the decisions taken by marketers that the true value of your work is realized. Use Andrew’s new frameworks and techniques to make your insights stick; for innovation and for impact.
Steps To Devise Impactful Core Product Strategies Powerpoint Presentation SlidesSlideTeam
Meet the needs of your customers with the aid of our visually appealing Steps To Devise Impactful Core Product Strategies PowerPoint Presentation Slides. Discuss the way to increase the product value by utilizing the core product management PPT slideshow. Take advantage of the cost of product management PPT visuals to demonstrate the dimensions of the product that your company can improve upon such as features, reliability, conformance, performance, durability, aesthetics, serviceability, perceived quality. Steps to create the perfect product strategy and ways to acquire a competitive advantage can be depicted easily by editing the slides. Analyze the product performance and perform competitor analysis by taking the advantage of core marketing strategy PowerPoint templates. Describe how the product is adopted by five categories of buyers by utilizing a market adoption curve diagram. These core strategies for marketing product PPT slide design helps to analyze the political, economic, and legal factors that can impact the product. Display information about exploring new product ideas, new product strategy, 4Ps of innovation, scoring product ideas, etc. Demonstrate product development roadmap plan by downloading ready-to-use core product value PowerPoint layouts. https://bit.ly/3vHkNfF
Global Communications Partner-Program (overview 2014)David Dominguez
Partner Program Overview
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Visually Integrating Porter’s 5 Forces of Competition with the Business Model...Rod King, Ph.D.
The Business Model Canvas is a tool that illustrates how a business creates and delivers value as well as makes money. However, a Business Model Canvas presents a worm’s eye view of a business so that the context or Environment is not shown on the Business Model Canvas. Nevertheless, the Business Model Canvas (worm’s eye view) and Business Model Environment (bird’s eye view) can be presented on a single page; see page 201 of the book, “Business Model Generation” by Alexander Osterwalder and Yves Pigneur.
In describing the Business Model Environment of the Business Model Canvas, the literature has focused on 4 “Global Forces” of the Macro-Environment: Industry Ecosystem (IE); Market Ecosystem (ME); Key Trends & Complementors (KTC); Macro-Economic Influencers (MEI). However, we have yet to come across a one-page worksheet that simultaneously illustrates the Business Model Canvas and Business Model Environment. Consequently, some people find it difficult to concurrently analyze the fitness between a business model and its environment.
This presentation (http://goo.gl/1uinUW) uniquely presents a modular worksheet that contains the Business Model Canvas and Business Model Environment. Consequently, one can simultaneously analyze a business model and its global environment especially with a view to determining environmental fitness of a business model. Although its boundaries are fluid, the Business Model Environment largely acts as a constraint to the growth of a business model. According to “Constructionists,” a Business Model Environment mostly determines whether a nascent business model thrives or dies. However, “Reconstructionists” such as Blue Ocean Strategists believe that a Blue Ocean business model can create an uncontested market space and subsequently, redefine market boundaries and industries that make competitors irrelevant.
To determine the chances of a business model thriving or dying in an existing industry (Red Ocean), it’s imperative to analyze industry attractiveness especially using Porter’s 5 Forces of Competition or “Industry Forces.” Industry Attractiveness Analysis can be enhanced by combining the diagram for Porter’s 5 Forces and the Business Model Canvas. Such an integrated diagram can be used to determine the competitive advantage of a business model.
In the presentation below, a diagram is presented which seamlessly integrates Porter’s 5 Forces and the Business Model Canvas. The resulting one-page modular worksheet is referred to as the Global Business Model (GBM) Canvas. Note that GBM Canvas also refers to the one-page modular worksheet that combines the 4 Global Forces with the Business Model Canvas. The objective of a GBM Canvas is to provide a single page that facilitates seeing both the big picture and details of a business model. In summary, the GBM Canvas facilitates comprehensive internal and external analyses of a business model.
Fortune 500 companies and other leading organizations frequently seek the expertise of global consulting firms, such as McKinsey, BCG, Bain, Deloitte, and Accenture, as well as specialized boutique firms. These firms are valued for their ability to dissect complex business scenarios, offering strategic recommendations that are informed by a vast repository of consulting frameworks, subject matter expertise, benchmark data, best practices, and rich insights gleaned from a history of diverse client engagements.
The case studies presented in this book are a distillation of such professional wisdom and experience. Each case study delves into the specific challenges and competitive situations faced by a variety of organizations across different industries. The analyses are crafted from the viewpoint of consulting teams as they navigate the unique set of questions, uncertainties, strengths, weaknesses, and dynamic conditions particular to each organization.
What you can gain from this whitepaper:
Real-World Challenges, Practical Strategies: Each case study presents real-world business challenges and the strategic maneuvers used to navigate them successfully.
Expert Perspectives: Crafted from the viewpoint of top-tier consultants, you get an insider's look into professional methodologies and decision-making processes.
Diverse Industry Insights: Whether it's finance, tech, retail, manufacturing, or healthcare, gain insights into a variety of sectors and understand how top firms tackle critical issues.
Enhance Your Strategic Acumen: This collection is designed to sharpen your strategic thinking, providing you with tools and frameworks used by the best in the business.
Whether you're at the helm of a corporation or on your path to becoming a consulting expert, "100 Case Studies on Strategy & Transformation" is your essential guide to navigating the complex world of business strategy.
[Whitepaper] You’re Building a Customer-centric Organization, So Where’s the...Flevy.com Best Practices
More information: https://flevy.com/browse/flevypro/customer-centric-organization-the-customer-department-3860
The days of mass markets, mass media communications, and little-to-none direct interface with customers are long gone. This age of disruption offers potent technologies for organizations to utilize in order to engage with the customers directly; gather and mine information; and tailor their products and services appropriately. The emphasis now is on maximizing customer relationships and becoming customer-driven organizations rather than merely selling products.
The sheer advancement in technology today offers sophisticated tools to the organizations to understand and engage with their customers better. To become a Customer-centric Organization, companies need to reinvent their traditional marketing function as a “Customer Department.” The Customer Department should be created to deliver maximum profits to the customers.
This deck deliberates on the structure of the Customer Department, the various positions responsible for managing the department, their roles, the critical client-facing tasks that the Customer Department should undertake, and the key metrics to assess progress in gathering and using customer data. The core emphasis of the Customer Department is on nurturing customer relationships instead of pushing products.
The slide deck also includes some slide templates for you to use in your own business presentations.
More information:https://flevy.com/browse/flevypro/key-performance-indicator-kpi-strategies-part-2-4006
The 2018 Strategic Measurement Global Executive Study and Research Report showed that business leaders worldwide are struggling to strike a workable balance between tactical and strategic Key Performance Indicators (KPIs); operational and financial KPIs; and KPIs that effectively capture the moment while anticipating the future. This imbalance is a source of measurable dissatisfaction and concern as data for KPI improvements continues to increase.
In today's accelerating technological innovation, intensifying competitive pressure, and increasing customer expectations, business leaders are forced to rethink how they use KPIs to lead and manage the enterprise.
These trends--individually and collectively--have particular relevance to chief marketing officers and other marketing executives. They are increasingly finding themselves accountable for growth-oriented objectives. Hence, there is a need to explore new and novel KPIs for assessing growth. For the data-driven enterprises, KPI definition, development, and deployment will command the lion's share of leadership time and focus.
This framework provides organizations the strategic foundation towards effective use of KPIs as drivers of growth. There are 7 advanced KPI Strategies, which are powerful and persuasive mechanisms to enhancing revenue and customer satisfaction.
1. Use KPIs to Lead and Manage the Organization
2. Leverage KPIs to Align the Organization
3. Develop an Integrated, Holistic Customer View
4. Use KPIs for Machine Learning (ML)
5. Deep Dive into KPI Components
6. Share KPI Data
7. Adopt the Less-Is-More Mentality
This presentation focuses on the last 4 KPI Strategies.
Tomorrow's most important KPI arguments and debates will focus on how—and what—performances are truly key to the organization's future success. Being ahead makes a big difference.
This deck also includes slide templates for you to use in your own business presentations.
More information:https://flevy.com/browse/flevypro/key-performance-indicator-kpi-strategies-part-1-4005
The 2018 Strategic Measurement Global Executive Study and Research Report showed that business leaders worldwide are struggling to strike a workable balance between tactical and strategic Key Performance Indicators (KPIs); operational and financial KPIs; and KPIs that effectively capture the moment while anticipating the future. This imbalance is a source of measurable dissatisfaction and concern as data for KPI improvements continues to increase.
In today's accelerating technological innovation, intensifying competitive pressure, and increasing customer expectations, business leaders are forced to rethink how they use KPIs to lead and manage the enterprise.
These trends--individually and collectively--have particular relevance to chief marketing officers and other marketing executives. They are increasingly finding themselves accountable for growth-oriented objectives. Hence, there is a need to explore new and novel KPIs for assessing growth. For the data-driven enterprises, KPI definition, development, and deployment will command the lion's share of leadership time and focus.
This framework provides organizations the strategic foundation towards effective use of KPIs as drivers of growth. There are 7 advanced KPI Strategies, which are powerful and persuasive mechanisms to enhancing revenue and customer satisfaction.
1. Use KPIs to Lead and Manage the Organization
2. Leverage KPIs to Align the Organization
3. Develop an Integrated, Holistic Customer View
4. Use KPIs for Machine Learning (ML)
5. Deep Dive into KPI Components
6. Share KPI Data
7. Adopt the Less-Is-More Mentality
This presentation focuses on the first 3 KPI Strategies.
Tomorrow's most important KPI arguments and debates will focus on how—and what—performances are truly key to the organization's future success. Being ahead makes a big difference.
This deck also includes slide templates for you to use in your own business presentations.
More information:https://flevy.com/browse/flevypro/retail-strategy-it-cost-management-3762
Weak consumer spending; saturated markets; increased consumers demands for service and lower prices; and intense competition has put significant strain on Retail bottom lines and growth avenues. Such low margins force the Retailers to save costs across the operations, including IT, which is vital for the success of every strategic endeavor--be it enhancing customer experience, customer loyalty, or cross-channel integration.
Reluctantly, IT budgets are also shrinking. Thus sustaining a cost-effective, efficient, and customer-centric IT function is a priority for every Retail leader.
The Retail industry faces quite a few IT challenges--e.g., hundreds of discrete locations, numerous applications, and diverse technology infrastructure and systems. The IT function needs to integrate various disjointed applications, including store-based point-of-sale, supply chain, and human resource management with their core systems. In these context, rational utilization of technology is important to achieve customer loyalty with clusters of customers across the store, online, and catalog channels.
This presentation highlights 4 efficiency and effectiveness levers that Retail CIOs can use to improve IT capabilities, drive IT efficiency, achieve cost reduction, and secure considerable differential advantage. The levers include:
1. Strategic Sourcing
2. Application & Infrastructure Simplification
3. Demand Management
4. Lean IT Organization
The slide deck also includes some slide templates for you to use in your own business presentations.
More information:https://flevy.com/browse/flevypro/strategic-key-performance-indicators-kpis-4031
Technology and digitization has reinforced the importance of Key Performance Indicators (KPIs) in enhancing employee performance and organizational productivity significantly. The role of KPIs is becoming more and more dynamic. They are getting flexible, smarter, and valuable in achieving strategic advantage. Leading technology-driven organizations--including Amazon, Airbnb, and Uber--depend on metrics considerably and utilize KPIs to drive strategy and evaluate success.
This presentation describes how tech-savvy companies see KPIs differently than traditional-focused organizations; and employ strategic KPIs as input for automation to guide, regulate, and improve their Machine Learning tools to create more value. Digital-centered companies do not just view KPIs as means to analyze employees output. They use Strategic KPIs to improve the performance of their organizations.
The presentation also provides a detailed account of the KPI Virtuous Cycle. The KPI Virtuous Cycle presents a strong basis to ease the decision on investing in implementing strategic KPIs. We also discuss the 3 core elements of the KPI Virtuous Cycle:
1. Data Governance
2. Strategic Key Performance Indicators
3. Decision Rights
The slide deck also includes some slide templates for you to use in your own business presentations.
More information:https://flevy.com/browse/flevypro/key-performance-indicators-kpis-best-practices-4010
There are clear and measurable differences that exist between organizations that use Key Performance Indicators (KPIs) to monitor and assess performance and those that use KPIs to guide and drive performance improvements. Data-driven and customer-oriented leaders use KPIs to transform their organization, while those more concerned with hitting their numbers remain focused on efficiencies. Who is better positioned to adapt, evolve, and compete?
More sophisticated managers explicitly use KPIs to promote cross-functional—not just vertical—alignment. For them, KPIs are the means and methods for rigorously defining and measuring the fundamentals that matter. To be effective, KPIs must be able to clearly communicate how it tracks Value Creation and delivers value for our stakeholders—customers, employees, and investors.
This framework provides practical and actionable next steps for organizations to obtain greater value and returns from their KPI investments. It discusses 4 best practices around KPIs:
1. Focus on Customer Experience (CX)
2. Identify Top Enterprise and Top Functional KPIs
3. Foster Enterprise-wide Discussion of KPIs
4. Treat KPIs as a Special Class of Data
The 4 KPI best practices are every organization's guide to using KPIs to guide and drive performance improvements.
This deck also includes slide templates for you to use in your own business presentations.
Components of a comprehensive demand generation strategybreakoutrevenue
Buyer-centric demand generation strategies incorporate your business strategy, target markets, buyer personas, and industry segments – applying best practices to create an agile, repeatable, scalable process of generating demand for your solutions and qualified opportunities for sales.
This session will talk about four major challenges in demand generation today and how to solve them: big-buyer-data, buyer self-education, communication silos and rapidly changing buyer expectations.
17 Must-Do's to Create a Product-Centric IT OrganizationCognizant
Tightening IT-business alignment and embracing Agile, DevOps and Lean Startup principles, while transcending traditional project management disciplines by incorporating product engineering rigor, are critical to creating an effective, digitally enhanced business.
5 Steps to Effectively Handle Digital Transformation and Business Disruption:...SVRTechnologies
Digital technology continues to change the business world dramatically. This article provides business and IT leaders’ helpful tools to drive and manage digital transformation effectively.
Six Building Blocks Of Digital Transformation PowerPoint Presentation SlidesSlideTeam
Six Building Blocks of Digital Transformation PowerPoint Presentation Slides is an effective presentation to create new digital business capabilities. The digital transformation business model PowerPoint complete deck includes ready to use templates such as strategy and innovation, customer decision journey, process automation, operation and technology, data and analytics, etc. It has templates with professional background images and relevant content. This content ready presentation is fully editable. Modify content as per your need. The graphics used in this PPT allow you to clearly demonstrate each step of the digital transformation process. This set of PPT visuals will assist you in find, develop and acquire digital skills. Discuss the five stages of process automation. Enhance your knowledge with this well-researched deck and deliver your ideas in an effective way. Download the six strategies for delivering digital services Presentation design to impress your audience.
Similar to Customer-centric Organization: Core Capabilities (Part I) (20)
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https://flevy.com/browse/marketplace/project-management-for-mba-in-french-5722
BENEFITS OF DOCUMENT
Project management adapted to the needs of participants in MBA programs
Course built on the basis of the project management process: Initiating - Planning - Executing - Controlling - Closing.
Course presenting in detail not only the Waterfall approach but also the Agile & Hybrid development approaches.
DOCUMENT DESCRIPTION
This course is a presentation of over 220 pages specially edited to cover the needs of participants in Master of Business Administration - MBA programs.
This course is based on the standard PMBOK edition 6 of the Project Management Institute, it also follows the project management methodology offered by Rita Mulcahy's PMP Exam Prep 10th Edition.
This course refers to case studies chosen among those existing in the book Project Management: A Systems Approach to Planning, Scheduling, and Controlling, Author: Harold Kerzner.
This course contains exercises as well as a practical case of an open space development project.
Below is the table of contents:
• Introduction to project management,
• Pre-Project,
• Project environment,
• Project Management Process,
• Initiating,
• Planning,
• Executing,
• Controlling,
• Closing.
• Introduction to Agility,
• Role of the Project Manager.
Got a question about this presentation? Email us at support@flevy.com.
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https://flevy.com/browse/flevypro/4-stages-of-disruption-5265
Organizations are constantly trying to innovate and, likewise, all industries will eventually be disrupted, as new products, businesses, and industries emerge.
No industry is safe from Disruption. In a 2017 PwC survey of 1,379 CEOs around the world, 60% said their market has already changed or completely reshaped in the past 5 years and over 75% anticipate they would by 2022.
This presentation discusses the 4 Stages of Disruption. Research has found Innovation that eventually leads to Disruption follows a 4-stage evolution:
1. Disruption of Incumbent
2. Rapid and Linear Evolution
3. Appealing Convergence
4. Complete Reimagination
Understanding this 4-stage model will help us understand what design choices to prioritize and when. At any given time, different products and organizations are likely to be at different stages relative to local “end point†of Innovation.
Additional topics discussed include Disruptive vs. Incumbent Dynamics, the Consumer Adoption Curve, Endgame Niche Strategies, among others.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com.
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https://flevy.com/browse/flevypro/customer-centric-culture-3831
The use of Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.
As customer expectation continue to evolve – accelerated by the amplifying forces of interconnectivity and technology – markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the customer experience across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.
The Age of the Customer now calls for companies to be a customer-centric company. Successful ones have discovered that building a customer-centric company depends, first and foremost, on building a Customer-centric Culture.
This framework focuses on the building a Customer-centric Culture utilizing the Corporate Culture Framework. The Corporate Culture Framework is anchored on 4 Primary Cultural Attributes and 4 Secondary Cultural Attributes.
The 4 primary Cultural Attributes are critical in building a Customer-centric Culture.
1. Collective Focus
2. External Orientation
3. Change and Innovation
4. Shared Beliefs
Customer-centric organizations also project 4 secondary Cultural Attributes.
1. Risk and Governance
2. Courage
3. Commitment
4. Inclusion
Companies with a Customer-centric Culture can drive superior financial results and a rich source of competitive advantage.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com.
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https://flevy.com/browse/flevypro/business-transformation-success-factors-5561
Business Transformations have become a necessity in the fast-changing technological and competitive business environment. Transformation is characterized by significant and risk-laden restart of a company, with the objective of accomplishing a profound improvement in performance and changing its future course.
Undertaking such arduous effort requires approaching the task in a structured way. Research shows that quite a few of such undertakings are based on anecdotal beliefs instead of being based on empirical data.
This presentation provides a detailed overview of the 5 Factors Critical for achieving the desired results from Business Transformation, based on empirical evidence. These 5 factors are:
1. Cost Management
2. Revenue Growth
3. Long-term Strategy and R&D Investment
4. New, External Leadership
5. Holistic Transformation Programs
Other topics discussed in the presentation include the rationale for Business Transformation, its effects, phases, and the trends that trigger Business Transformation.
The slide deck also includes some slide templates for you to use in your own business presentations.
More Information:
https://flevy.com/browse/flevypro/employee-engagement-measurement-and-improvement-5321
Employee Engagement has emerged as one of the significant pillars on which the Competitive Advantage, Productivity, and Growth of an organization rests. Measuring Employee Engagement is vital in shaping Employee Engagement Strategies that help propel the organization towards growth.
This presentation provides a detailed overview of the Employee Engagement Scorecard, a framework that is quite effective in measuring the existing levels of Employee Engagement and devising strategies based on the individuals’ requirements. The Employee Engagement Scorecard encompasses 5 dimensions or guiding principles:
1. Enhance Employee Satisfaction
2. Promote Employee Identification
3. Enhance Employee Commitment
4. Ensure Employee Loyalty
5. Manage Employee Performance
The slide deck also includes some slide templates for you to use in your own business presentations.
More Information:
https://flevy.com/browse/flevypro/digital-transformation-workforce-digitization-3969
The approaching Age of Automation, together with the impending penetration of digital technology into the labor force, threatens to destabilize crucial aspects of how employees work by. It undermines the stability companies depend on to be agile.
Executives can re-solidify their companies even while making the most of the coming Transformation. There is just a need for executives to adjust their leadership behavior, embrace Digital Workforce Platforms, and deepen their engagement with digitally enabled workers.
This framework provides a good understanding of Workforce Digitization, the Workforce Platforms, and its 4 core benefits (listed below).
1. Collaboration
2. Retention
3. Succession Planning
4. Decision Making
The use of Workforce Platforms can provide companies greater chance to succeed in making markets for talented workers inside their organizations.
This deck also includes slide templates for you to use in your own business presentations.
More Information:
https://flevy.com/browse/flevypro/strategic-human-resources-5310
Today's information-based, knowledge intensive, and service-driven economy has forced organizations to make substantial changes to the way they do business. With talented Human Capital now becoming the key strategic resource, the locus of the battle front has shifted. Managers not only have to fight for product markets and technical expertise but also for the hearts and minds of the most talented people in the market.
This presentation discusses the 3 core processes that Human Resources (HR) must adopt to evolve into the strategic HR function that has become the new realm in this age of disruption:
1. Building
2. Linking
3. Bonding
Other topics discussed in the slide deck include the changing perspective and responsibility of top management amidst rapid Business and Digital Transformation; and the shifting role of HR from being an auxiliary function to that of a driver.
The slide deck also includes some slide templates for you to use in your own business presentations.
[Whitepaper] 8 Key Steps of Data Integration: Restructuring Redeployment Asse...Flevy.com Best Practices
More Information:
https://flevy.com/browse/flevypro/restructuring-redeployment-assessment-management-5439
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https://flevy.com/browse/flevypro/restructuring-redeployment-assessment-management-5439
Restructuring becomes essential at some stage in the lifecycle of any organization. In order to emerge triumphant through this tumultuous challenge, it is necessary that the focus remains on the challenges impeding the organization, Strategy Development to tackle the challenges, and prioritizing Strategic Initiatives to deliver radical results that lead the organization to Operational Excellence.
Redeployment is the most significant phase in the Restructuring process. Within Redeployment, the Assessment phase is critical as the revitalization of the whole organization is dependent on correct Assessments and right placement of employees based on those Assessments.
Proper Redeployment Assessment Management is of utmost importance in Restructuring, and it should follow a structured approach, which means managing 5 core areas:
Manage Assessment Team
Manage Anxiety Level of Candidates
Manage Amount of “Deviant Behavior” in the Assessments
Manage Level of Duplicity, Wild Guessing, and Other Forms of Distortion
Manage Amount of Feedback and Its Timing after the Event
Managing 5 core areas ensures smooth implementation of the Redeployment Assessment process, which is a major milestone of the Restructuring project.
The Redeployment Assessment process has to be detailed, accurate, and prompt. Due Diligence in documenting the process, verifying particulars, and balance between Rapidity and Accurateness is essential because:
Organizational requirement to concentrate on post-restructuring environment is intense.
Employees’ urge to swiftly find out about their future is deep-seated.
Objections by employee stakeholders, as a consequence of large-scale retrenchment is high.
Probability of legal recourse by employees is also distinct.
Future Employee Engagement is dependent on fair Assessment and correct placements.
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https://flevy.com/browse/flevypro/strategy-classics-value-disciplines-model-5138
According to Treacy and Wiersema, organizations need to make tough strategic choices in order to become market leaders. Market leaders choose to excel in delivering extraordinarily levels of one particular value to their customers. This way they can remain focused and become the absolute best in a certain value proposition.
Gaining market and Operational Excellence requires that the company's entire Operating Model be adapted in a way this it is aligned with the chosen Value Discipline. A Value Discipline is a unique value that organizations can deliver to a chosen market. The Value Discipline Principle is in line with Porter's Generic Strategies, where Michael Porter describes how companies gain Competitive Advantage by either focusing on low cost, differentiation, or a niche market.
This presentation discusses the Value Disciplines Model and the 3 Value Disciplines organizations must choose from.
1. Operational Excellence
2. Product Leadership
3. Customer Intimacy
If your company has not reached yet any of the Value Disciplines, don't wait longer.
[Whitepaper] The Definitive Guide to Strategic Planning: Here’s What You Need...Flevy.com Best Practices
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https://flevy.com/browse/flevypro/best-practices-in-strategic-planning-2738
For many organizations, this is the time of the year is when Leadership will conduct the annual Strategic Planning process and plan the near-, mid- and long-term strategies.
This article breaks the full Strategic Planning and Execution processes into 3 sections:
Strategic Planning
Strategy Development
Strategy Execution
For each section, we will highlight important concepts core to the topic, as well as direct you to important resources for further understanding.
1. Strategic Planning
Per Wikipedia, we can define Strategic Planning as:
Strategic Planning is an organization’s process of defining its strategy, or direction, and making decisions on allocating its resources to pursue this strategy. It may also extend to control mechanisms for guiding the implementation of the strategy. Strategic Planning became prominent in corporations during the 1960s and remains an important aspect of strategic management. It is executed by strategic planners or strategists, who involve many parties and research sources in their analysis of the organization and its relationship to the environment in which it competes.
Strategic Planning is a crucial process, but often poorly executed, leading to poor translation from Strategy to Execution.
In most organizations, executives complain that their Strategic Planning is overly bureaucratic, insufficiently insightful, and doesn’t accommodate today’s rapidly changing, digital markets. To combat these issues, there are a few best practices we should follow:
Explore Strategy across 3 time horizons.
Encourage productive and stimulating Strategic Dialogue.
Engage a broad, decentralized group of stakeholders.
Let’s dive a little deeper into each of these best practices.
Explore
The 3 time horizons we want to explore can be defined as short term (1-year timeframe), medium term (3–5 years timeframe), and long term (5+ years). Each horizon is uniquely considered and has different objectives.
[Whitepaper] The Definitive Introduction to Strategy Development and Strategy...Flevy.com Best Practices
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https://flevy.com/browse/flevypro/strategy-classics-porters-five-forces-4051
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https://flevy.com/browse/flevypro/strategy-classics-porters-five-forces-4051
[Whitepaper] The “Theory of Constraints:” What’s Limiting Your Organization?Flevy.com Best Practices
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https://flevy.com/browse/flevypro/theory-of-constraints-1883
The Theory of Constraints (TOC) is a methodology for identifying the most important limiting factor — i.e. constraint — and systematically improving it. It was developed by Dr. Eliyahu Goldratt, introduced in 1984 book, The Goal.
TOC differs from traditional management views, in that traditional methods seek to make improvements throughout the organization. They divide the organization into smaller, more manageable pieces. The objective, thus, is to maximize the performance of each part, resulting in global improvement.
On the other hand, TOC takes a more focused approach. Instead of improving everywhere, the TOC approach seeks only to improve the few variables (or constraints) that have the largest impact on the organization’s performance. By trying to improve everything everywhere, the risk is that nothing will be improved that really counts. TOC follows the adage “a chain is no stronger than its weakest link.” An interesting phenomenon about chains is that strengthening any link except the weakest one does not improve the strength of the whole chain. Strengthening the weakest link produces an immediate increase in the strength of the whole chain, but only up to the level of the next weakest link.
There are 3 types of constraints that exist in an organization:
Capacity Constraint. This constraint occurs when a resource which cannot provide timely capacity as demanded by the system.
Market Constraint. This is when the amount of customers orders is not sufficient to sustain the required growth of the system.
Time Constraint. This occurs when the response time of the system to the requirement of the market is too long to the extent that it jeopardizes the system’s ability to meet its current commitment to its customers as well as the ability of winning new business.
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https://flevy.com/browse/flevypro/supply-chain-cost-reduction-transportation-5482
Companies looking to improve efficiency and reduce costs can gain significant ground in the Supply Chain Management function by incorporating Lean Management and Six Sigma techniques.
Reason this area has gone under the radar is that companies do not consider Supply Chain to be their core competency.
Not only Warehousing but Transportation also has almost the same potential in terms of opportunities for Cost Reduction and Process Improvement. The approach to Transportation Costs Reduction, though, is different to that of Supply Chain Cost Reduction in Warehousing. This is in part due to the complexity in Transportation Costs, as the costs come from numerous widely distributed individual operations every year.
The approach to Supply Chain Cost Reduction in Transportation encompasses 2 phases:
Understand the Baseline
Identify and Implement Opportunities
[Whitepaper] A Great Leadership Experience: Dr. Rachid Yazami, Inventor of th...Flevy.com Best Practices
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https://flevy.com/browse/flevypro/leadership-competency-model-3661
Leadership has become a usual term often misunderstood by many people even those holding the status of a leader. There is no doubt that everyone can be a leader, but not everyone can be a genius leader. Leadership is far limited to prestige, a high status, or to financial abundance; it is neither about authority nor power. Leadership starts when you go beyond the self to serve and empower others.
This article is not for a purpose to redefine leadership with its different aspects, but it is simply about a great example of leadership that mirrors outstanding performance and remarkable human qualities. Dr. Rachid Yazami is an eminent scientist and best known for his research on lithium ion batteries. This technology is used by billions of people worldwide for their cell phones, cameras, tablets, laptops, power tools, and many other devices. Dr. Yazami started his career from scratch to build an empire based on the battery technology. My main interest is not to make a compilation of his achievements and honors, but to tap into his personality traits and characteristics; to discuss the main qualities that enabled him to succeed as a scientist, a researcher, and a leader of his field. My purpose is to understand also the sources of his inspirations and the secret behind his motivations and limitless resilience. His unique path is a textbook of insightful lessons that I aim to summarize and share with you based on a set of interviews with him.
[Whitepaper] Finding It Hard to Manage Conflict at the Workplace? Use the Tho...Flevy.com Best Practices
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https://flevy.com/browse/flevypro/thomas-kilmann-conflict-mode-instrument-tki-3722
A major reason for employees leaving their workplaces is conflict with their bosses. To succeed in today’s fiercely competitive market, organizations need to invest in developing their leadership, such that they further develop their teams by training them on the desired competencies and create a sense of engagement in them.
A big challenge for leaders is getting their employees to believe in the organizational vision. No two personalities have the same viewpoints and aspirations, thus conflict is bound to occur between team members while they interact.
The Thomas-Kilmann Conflict Mode Instrument (TKI), developed by Dr. Ralph H. Kilmann and Dr. Kenneth W. Thomas, is an easy-to-use, online assessment tool to Conflict Management. Human Resources (HR) and Organizational Design (OD) consultants utilize the TKI tool as a mechanism to initiate discussions on differing topics and facilitate in mediation by learning how conflict-handling modes affect personal, group, and organizational dynamics.
Each of us has a predominant conflict style that we use in a particular situation. The Thomas-Kilmann Conflict Mode Instrument provides a basis to measure a person’s behavior in conflict situations, where individuals appear to be unable to get along. The individuals’ behavior in conflict situations encompasses 2 broad dimensions:
Assertiveness
Cooperativeness
These behavior dimensions define 5 predominant conflict handling styles (or modes) that we use while responding to conflict situations:
Competing
Accommodating
Avoiding
Collaborating
Compromising
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[Whitepaper] Key Account Management: Handling Large Global Accounts the Right...Flevy.com Best Practices
More Information:
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Large accounts make up a significant portion of business for most B2B companies. Therefore, losing an important customer can have detrimental effects on the organization. The significance of key accounts is urging top B2B companies to revisit their key account management approaches. Additionally, the increasing level of sophistication of the purchase process being adopted — such as, centralized procurement, competitive bidding and auctions, and laborious negotiations — by large buyers is a crucial element for B2B companies to consider to win large accounts.
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Leading suppliers utilize the 4 drivers of growth to develop best-in-class key account management practices and increase their large contract win ratios. These drivers are actually the 4 imperatives that forerunners undertake to fuel their growth:
Quantified Value Proposition (QVP)
Value-based Selling
Coordinated Account Management
Negotiation Preparation
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[Whitepaper] Nudge Theory: An Effective Way to Transform Negative BehaviorsFlevy.com Best Practices
More Information:
https://flevy.com/browse/flevypro/nudge-theory-key-challenges-3895
Changing the behaviors of people is the foremost issue with every transformation initiative.
Nudge theory is a novel Change Management model that underscores the importance of understanding the way people think, act, and decide. The model assists in encouraging human imagination and decision making, and transforming negative behaviors and influences on people. The approach helps understand and change human behavior, by analyzing, improving, designing, and offering free choices for people, so that their decisions are more likely to produce helpful outcomes for the others and society in general.
Nudge theory helps reform existing (often extremely unhealthy) choices and influences on people. The theory is quite effective in curtailing resistance and conflict resulting from using autocratic ways to change human behavior. The model promotes indirect encouragement and enablement — by designing choices which encourage positive helpful decisions — and avoids direct enforcement. For instance, playing a ‘room-tidying’ game with a child rather than instructing her/him to tidy the room; improving the availability and visibility of litter bins rather than erecting signs with a warning of fines.
Organizations are increasingly using behavioral economics to optimize their employee and client behavior and well-being. Nudge units or behavioral science teams are being set up in the public and corporate sectors to influence people to address pressing issues. For instance, to increase customer retention by changing the language of support center staff to motivate customers to consider long-term benefits of a product; or to make employees to follow safety procedures by placing posters of watching eyes to remind them of the criticality of the measure.
An effective Nudge initiative necessitates much more than deploying a few experts in heuristics and statistics. The senior leadership should lay out a conducive environment for successful behavioral transformation. This entails assisting the Nudge unit to focus, place it appropriately, create awareness, train and de-bias people, implement effective rewards, and follow high ethical standards.
The leadership needs to think about and prepare to tackle 6 key challenges Nudge units face when implementing effective behavioral transformation initiatives:
What should be the focus of the Nudge unit?
Should the Nudge unit be placed at the headquarters or at the business unit level?
Which resources be made part of the Nudge unit?
What are the critical success factors to consider for the unit?
How to communicate the results and early wins?
What should be done to tackle skepticism and resistance to change?
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[Whitepaper] Shareholder Value Traps: How to Evade Them and Focus on Value Cr...Flevy.com Best Practices
More Information:
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Changing industry ecosystems and competition today demand from the organizations to undergo strategic shifts. The purpose of a company is undergoing Business Transformation from serving the interest of shareholders to serving all stakeholders that influence the organization.
Shareholders are often considered the only stakeholders that invest in a business. Senior management needs to be cognizant of the importance of shareholders as well other stakeholders who create value for the organization. They should work on building a collaborative Organizational Culture and paying heed to the welfare of all those groups that play a role in organizational growth.
This warrants a thorough evaluation of all stakeholders, their long-term interests, and Value Creation — or Value Destruction — potential for the organization. But first, this calls for finding answers to the following key questions:
Who creates the most value for the organization?
Who among the stakeholders typically secure the best deals from the organization?
Who is the victim of having the worst deals from the organization?
Who among the stakeholders is potentially untrustworthy?
Are there any intermediaries or stakeholders fulfilling their personal agendas?
Answering these questions is critical for the executives, otherwise they may risk falling into Shareholder Value Traps. Recognizing and understanding stakeholder value traps while the managing stakeholders’ various interests helps executives achieve shared and individual long-term goals. These 5 common traps prevent stakeholders’ interests to get integrated with the interests of the organization and destroy the value of a company if overlooked:
Ignoring cash-flow driving stakeholders while distributing cash
Miscalculating reaction from stakeholders
Supporting under-performing units
Conceding to willful vulture capitalists
Misjudging intermediaries role in transactions
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More Information:
https://mark-bridges.medium.com/the-top-101-consulting-frameworks-of-2020-3b9be58ce18e
At the end of each year, we publish a list of the top 101 consulting frameworks from the FlevyPro Library. We add new frameworks to FlevyPro each week based on market trends (e.g. Digital Transformation, Customer-centric Design) and customer demand. (See the top 101 consulting frameworks of 2019.)
Business frameworks are powerful tools consultants leverage to address their clients’ business issues in an organized, thorough, and efficient fashion. Each of our framework guides is a detailed PowerPoint presentation that provides a structured approach to analyzing and solving a common business problem, from issues in Strategy Development to Digital Transformation to Leadership Development.
Got a question about this presentation? Email us at support@flevy.com.
More Information:
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DOCUMENT DESCRIPTION
The Six Sigma - Statistical Process Control (SPC) Training Module includes:
1. MS PowerPoint Presentation including 136 slides covering
- Introduction to Statistical Process Thinking,
- Basic Statistics,
- Introduction to Statistical Process Control,
- Statistical Process Control Charts,
- Sample Size & Frequency,
- Out-of-Control Action Plan, and
- Process Control Plan.
2. MS Excel Confidence Interval Analysis Calculator making it really easy to calculate confidence intervals (mean value, standard deviation, capability indices, proportion, count) and perform a Comparison of two statistics (mean values, standard deviations, proportions, counts).
"After you have downloaded the training material, you can change any part of the training material and remove all logos and references to Operational Excellence Consulting. You can share the material with your colleagues and clients, and re-use it as you need. The only restriction is that you cannot publicly re-distribute, sell, rent or license the material as though it is your own. Thank you."
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Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
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Memorandum Of Association Constitution of Company.pptseri bangash
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A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
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Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
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3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
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1. This is an exclusive document to the FlevyPro community - http://flevy.com/pro
Framework Primer
Customer-centric Organization:
Core Capabilities (Part I)
Presentation created by
Sales & Service
Transformation
Customer
Experience
(CX)
Customer
Strategy
Connected
Enterprise
Data &
Analytics
Digital
Transformation
1
2
34
5
6
2. 2This document is an exclusive document available to FlevyPro members - http://flevy.com/pro
Contents
Overview
Capability 1. Customer Strategy
Capability 2. Customer Experience (CX)
Templates
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A Customer-centric Organization must have 6 core capabilities
to compete in the Digital Age
Presentation Overview
In this Digital Age, Customer-centricity ceases to be a differentiator—it has become
necessary for survival.
Today’s customers are better informed, better connected, and more demanding that ever before. CEOs
are now concerned about Customer Loyalty and they recognize that mastery of the customer agenda is
essential. In fact, global leaders of successful organizations recognize that creating a customer-centric,
digitally-transformed business is a top priority.
In this age of digital disruption, how can organizations engage customers, increase Customer Loyalty,
and achieve profitable growth?
Almost every market is experiencing fundamental change. Consumer expectations have shifted and
digital technologies are making the biggest impact on businesses large and small since the start of the
information age. Ultimately, businesses need to navigate the challenges of digital disruption and find
new ways to create economic value and drive growth.
This framework digs deep into what it takes to achieve Customer-centricity. In this Digital Age, there are
6 core capabilities organizations must have to be a customer-centric business.
In this presentation, we discuss the first 2 capabilities in detail.
This deck also includes slide templates for you to use in your own business presentations.
1 Customer Strategy
2 Customer Experience (CX)
3 Sales & Service Transformation
4 Connected Enterprise
5 Data & Analytics
6 Digital Transformation
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Evolving customer demands and expectations are forcing a dramatic
change in business operating models
Recognizing the value of the customer relationship is vital—at the point of initial sale and
over the customer lifetime.
Evolving Customer Demands and Expectations
80% of the global population will have access
to mobile telephony.
More than 60% will access smartphones or
low-cost tablet computers.
By 2020, there will be more than 50 billion
connected devices globally.
Mobile will be the primary internet device for
most individuals.
Technology is growing at an exponential rate,
influencing customer behavior and marketing
strategies.
Customer expectations are shaping across all
sectors.
1
2
3
4
More
demanding
Increased expectations in
terms of convenience,
flexibility, and personalization
or personal interactions.
More
diverse
Global growth of women in
the workforce.
More
egotistic
It is all about me.
More
sophisticated
Emerging middle classes
wanting more financial
services.
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5. 5This document is an exclusive document available to FlevyPro members - http://flevy.com/pro
The 6 core Capabilities of a customer-centric organization is the strategic
framework to addressing shift in customer expectations
This presentation is part of a 3-deck series—in each deck, we cover 2 of the 6 core
capabilities.
6 Core Capabilities – Overview
Organizations need to navigate the challenges of digital disruption. Ultimately, we need to become a customer-centric
organization that find ways to create economic value and drive profitable growth.
There are 6 core capabilities
organizations must have to be a
customer-centric business.
In this presentation, we will focus
on the first 2 capabilities.
• Customer Strategy
• Customer
Experience (CX)
Sales & Service
Transformation
Customer
Experience
(CX)
Customer
Strategy
Connected
Enterprise
Data &
Analytics
Digital
Transformation
1
2
34
5
6
1
2
Source: Customer First, KPMG, 2017
The 6 core
capabilities unlock
new sources of
customer value and
allow organizations
to compete
successfully in the
Digital Age.
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Contents
Overview
Capability 1. Customer Strategy
Capability 2. Customer Experience (CX)
Templates
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CORE CAPABILITY
Customer Strategy is our first capability, focused on addressing changing
customer needs and behavior
Successful companies are willing to fail fast and embrace constant innovation
in the process of finding a winning strategy.
Customer Strategy – Overview
• Involves the development of a clear view of customer behavior and intentions
using data and analytics.Customer
Strategy
DESCRIPTION
APPLICATION
• Netflix with a simple clear customer strategy and
business model adapted for the digital age.
• Uses customer insight data to refine and develop
proposition.
• Uses extensive data analytics to develop rich personal
profiles of customer preferences and behavior.
• Uses aggregate customer data to inform major
investments in new media content.
• Use of sophisticated data analytics tools.
• Hold huge quantities of rich customer insight data.
• Use an agile, test-and-learn approach to the
development of valuable new propositions.
APPROACHES
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Creating a successful Customer Strategy has its key challenges
The Key Challenges underscore the need for a new Customer Strategy when faced
with a disruptive business environment.
Customer Strategy – Key Challenges
Digital disruptions have challenged organizations when it comes to creating a successful customer
strategy.
Source: Customer First, KPMG, 2017; KPMG Global CEO Outlook; KPMG Unlocking the Potential of Pricing 2016; KPMG Global Top of Mind Survey 2016;
Forrester KPMG Omnichannel research 2016
1
2
3
4
5 • 44% of businesses find setting the optimum pricing strategies a challenge
due to volatile economic conditions.
Volatile Markets
• 82% of CEOs are concerned about whether their company’s current
products and services remain relevant to customers in 3 years from now.
Relevance of Current
Products and Services
• 65% of CEOs recognize that the lines between the industry sectors are
blurring. They are concerned about defending against the disruption of
new entrants.
Defense against New
Entrants
• 60% of business leaders believe that they can increase profitability through
more effective pricing strategies.
Competing using
Pricing
• 44% of CEOs of businesses in all sectors are concerned about ways to
grow revenue profitably and efficiently.
Achieving Profitable
Growth
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Creating a new and effective Customer Strategy requires a 5-Step
Approach to action planning
The 5-Step Approach is tried and tested with each step incrementally adding value
to the one before.
Customer Strategy – Approach
Analyzing the needs and behavior of customers and collaborating with them is essential to having
a winning Customer Strategy.
Through this 5-step approach, new sources of customer value can be unlocked.
The Single
Customer View
Customer Need
Identification
Agile
Proposition
Development
Transformed
Products
Evolved
Business
Models
1 2 3 54
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This 5-phase approach leads to the creation of new propositions and
pricing models proven to improve customer lifetime value (LTV)
A Customer-centric business provides products and services that address customers’
underlying issues and needs.
Customer Strategy – Approach (Details)
• Consider becoming a
platform business enabling
an ecosystem of partners.
• Provide radically improved
solutions to customers.
• Enable collaboration in the
delivery of an overall
proposition.
• Augment traditional
products with digital
services. Today’s
customers have a
preference for convenient
online services.
• Engage your customers
via connected online
services.
• Consider offering monthly
subscriptions, online
community sites,
membership sites, etc.
• Reimagine products by
focusing on your
customers’ core issues.
• Dwell on the problem that
your current products
solve.
• Use the newly created
customer insight as input
to product innovation
workshops.
• Test new product ideas
with your customer to add
more value than
competitors.
• Develop new customer
behavior segments and
persona.
• Merge existing structured
company data sources,
e.g. merging social media
data with website
browsing patterns.
• Curate new ecosystem of
data to predict customer
behavior.
• Create 360 -degree
customer profiles.
• Treat every customer
differently. The single
customer view does not
hold anymore.
• Create rich individual
customer profiles within a
single master database.
The Single
Customer View
Customer Need
Identification
Agile Proposition
Development
Transformed
Products
Evolved Business
Models
1 2 3 4 5
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Contents
Overview
Capability 1. Customer Strategy
Capability 2. Customer Experience (CX)
Templates
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CX is a core capability that generates a significant Competitive
Advantage—a 2X revenue growth against industry counterparts
Economic and reputational rewards of improved CX are seized when visions get executed
through new, more digitally enabled journeys.
Customer Experience (CX) – Overview
CORE CAPABILITY
APPLICATION
• The world’s most advanced customer businesses
undertake customer journey mapping and experience
design which is critical to executing customer-centric
change.
• With informed innovation and design thinking, customer-
centric operating models and cross functional ways of
working were developed.
• Responding to customer needs balanced with understanding the values
customers bring to the enterprise.Customer
Experience (CX)
DESCRIPTION
• Bold differentiating vision—a unifying idea that helps
everyone in the organization behave towards customers
and colleagues in a consistent, effective way.
• Creation of sophisticated toolkit in designing improved
CX.
• Drawing of global, cross-sector best practices.
• Equally effective measurement grounded in digital,
social, and operational data for a complete voice of the
customer.
APPROACHES
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Improving Customer Experience has its key challenges
By understanding the economics of Customer Experience, organization can better design
a CS that can drive ROI and create competitive advantage.
Customer Experience (CX) – Key Challenges
Over the next 5 years, almost 89% of CEOs expect to be competing on the basis of Customer
Experience. Yet, only 7% currently deliver it effectively.
Source: Customer First, KPMG, 2017; Forrester; Garter; KPMG; Microsoft State of Global Service Report 2016
1
2
3
4
5
• 200% of customers penalize those who under-deliver twice as much as
they reward companies who over-deliver.
Avoiding penalties
of under-delivery
• 89% of companies are expected to be competing on the basis of Customer
Experience over the next 5 years.
Competing on
Customer Experience
• 88% of CEOs are concerned about Customer Loyalty and recognize that
mastering the customer agenda can provide competitive advantage.
Improving Customer
Loyalty
• 60% of consumers have stopped doing business with a brand due to poor
customer service experience.
Avoiding customer
defection
• Only 7% of CEOs are satisfied that their companies deliver Customer
Experience effectively. Majority see the need for transformation.
Maintaining current
performance
There are 5 key challenges organizations must understand when investing in Customer Experience Excellence.
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Creating an Effective Customer Experience using a 5-step approach
drives organizations to achieve real business results
The 5-Step Approach enables businesses to create customer-centric changes and achieve
Customer Experience Excellence.
Customer Experience (CX) – Approach
Effective Customer Experience can be achieved following a proven sequence of steps.
Customer
Experience
Strategy
Customer
Experience
Analytics
Customer
Experience
Equity
Customer
Journey Design
Customer
Experience
Transformation
1 2 3 54
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Application of the 5-step approach to Customer Experience leads to
investments being balanced with the value of CX Excellence
Systematically redesigning customer journeys and Customer Experience require major
structure change to a business.
Customer Experience (CX) – Approach (Details)
• Execute business change
to redefine the business.
• Use new Customer
Experience journeys as
the “north star” to plan the
design of new, digitally
enabled operating models,
processes, and structures.
• Embrace design thinking
to create engaging future
Customer Experiences.
• Manage customer-centric
change on scale.
• Apply the rigor of product
design to the new
discipline of customer
journey “service design.”
• Use customer research
coupled with design
technology to allow cross-
functional collaboration
and rapid agile progress.
• Master the economics of
Customer Experience.
• Make effective customer
programs CFO relevant.
• Focus on customer
journeys that matter and
rationalize the change
portfolio.
• Create a predictive
capability built on facts
and linked to cost-saving
and growth.
• Bring the voice of the
customer into the
boardroom.
• What gets measured, gets
managed: Use voice of
the customer program to
guide execution and
evaluate returns.
• Put in place next-
generation platform
technologies to combine
sentiment with digital,
social, and operational
data.
• Drive frontline customer
engagement to achieve
effective marketing, sales,
and service operations.
• Define a strategic vision
and design principles.
• Instill a clear customer
vision that is drawn from
the brand and its values,
but informed by cross-
sector leading practices.
• Have a careful
examination of
capabilities and culture
and make brave choices
where necessary to
ensure sustainable
success.
Customer Experience
Strategy
Customer Experience
Analytics
Customer Experience
Equity
Customer Journey
Design
Customer Experience
Transformation
1 2 3 4 5
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There are 4 building blocks that are central in connecting our company
better with our customers—thus creating a tangible improvement to CX
Customer Experience (CX) – Building Blocks
For more information on these building blocks and a different approach to CX, refer to this
framework: https://flevy.com/browse/flevypro/customer-experience-primer-3234.
Technology has made it possible for our customers to expect “now” service within 5 minutes of making
contact online.
Increasingly, our customers
are now expecting immediacy,
personalization, and
convenience from our
company.
To meet this, our company
must take the first step in
transforming our business into
a more customer-centered
organization.
There are 4 building blocks of a comprehensive improvement in
Customer Experience.
Defining our Customer’s
Journey.
Defining our Customer’s
Journey.
Count what matters most
to our customers.
Count what matters most
to our customers.
Focusing on Customer
Journey to achieve
business outcome.
Focusing on Customer
Journey to achieve
business outcome.
Know your Customer
Experience aspiration
and common purpose.
Know your Customer
Experience aspiration
and common purpose.
1 2
3 4
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In measuring CX, the ideal CX measurement system puts journeys
at the center and connects them to other critical elements
Customer Experience (CX) – Customer Experience Measurement Pyramid
The employee feedback our company captures is necessary in identifying improvement
opportunities.
Source: The CEO Guide to Customer Experience, McKinsey, 2016
Our leading practitioners follow a Customer Experience measurement pyramid. This starts out with the
Customer Experience and then moves down to measure the Customer Journey. This includes measuring the
journey-related KPIs and the organizational and cultural foundation carrying this journey.
In these processes,
our employees must
be involved in the top
3 stages. Our
executives must
engage employees at
every level of our
organization; in retail
settings, taking calls,
and getting out into
the field.
Journey analytics
and operational key
performance indicators
Organizational and cultural
foundation
Journey-
experience
assessment
CE
metric
Employeefeedback
Principles
Top-line customer-experience (CE)
metric linked to business outcome.
Journeys, not touchpoints,
at the core; aim to understand
performance on each journey.
Regular, objective metrics
serve as leading indicators
building to each journey.
Employees leveraged to assess
customers’ experience and
identify operational improvements.
Supported by change-
management capabilities and
customer-centric culture.
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Contents
Overview
Capability 1. Customer Strategy
Capability 2. Customer Experience (CX)
Templates
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Insert headline
Insert bumper.
6 Core Capabilities of a Customer-centric Organization – TEMPLATE
Sales & Service
Transformation
Customer
Experience
(CX)
Customer
Strategy
Connected
Enterprise
Data &
Analytics
Digital
Transformation
1
2
34
5
6
• Filler text, filler text,
filler text, filler text,
filler text, filler text.
• Filler text, filler text,
filler text, filler text,
filler text.
• Filler text, filler text,
filler text.
Source: Customer First, KPMG, 2017
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Insert headline
Customer Experience Measurement Pyramid – TEMPLATE
Insert bumper.
Source: The CEO Guide to Customer Experience, McKinsey, 2016
Journey analytics
and operational key
performance indicators
Organizational and cultural
foundation
Journey-
experience
assessment
CE
metric
Employeefeedback
PRINCIPLES
Top-line customer-experience (CE)
metric linked to business outcome.
Journeys, not touchpoints,
at the core; aim to understand
performance on each journey.
Regular, objective metrics
serve as leading indicators
building to each journey.
Employees leveraged to assess
customers’ experience and identify
operational improvements.
Supported by change-
management capabilities and
customer-centric culture.
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Download 100s of similar frameworks from the
FlevyPro Library:
https://flevy.com/pro/library/frameworks
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Need more frameworks? Download our Complete Business Frameworks
Reference Guide, a 350+ slide compilation of 50+ frameworks, on Flevy
The Complete Business Frameworks Reference
Guide is a best selling document on Flevy. It is 350+
slides--covering 50+ common management consulting
frameworks and methodologies. A summary is
provided for each business framework.
The frameworks in this deck span across Corporate
Strategy, Sales, Marketing, Operations, Organization,
Change Management, and Finance.
This reference guide is great for those who need a
refresher on common frameworks, as well as be
introduced and learn new useful frameworks.
You can find this document here:
http://flevy.com/browse/business-document/complete-
consulting-frameworks-toolkit-644
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25. 1
Flevy (www.flevy.com) is the marketplace
for premium documents. These
documents can range from Business
Frameworks to Financial Models to
PowerPoint Templates.
Flevy was founded under the principle that
companies waste a lot of time and money
recreating the same foundational business
documents. Our vision is for Flevy to
become a comprehensive knowledge base
of business documents. All organizations,
from startups to large enterprises, can use
Flevy— whether it's to jumpstart projects, to
find reference or comparison materials, or
just to learn.
Contact Us
Please contact us with any questions you may have
about our company.
• General Inquiries
support@flevy.com
• Media/PR
press@flevy.com
• Billing
billing@flevy.com