...that successful change occurs when speaking to people’s feelings. In this article Martin Webster explains how Kotter’s 8-step change model gets to the heart of how successful organisational change actually happens and answers the question “how do you go beyond simply getting your message across to truly changing people’s behaviour?” You’ll also learn how The Heart of Change can alter the way organisations and leaders approach change management. Since this guide covers a lot of ground and is a long read (3,000 words) you may want to check out the table of contents below for some quick jumping around. And if you want to read more high quality articles please sign up for email updates and never miss another post. Want to read something shorter? Visit our related post: The Heart of Change. Or download the ebook of this article from our member resources section. Table of Contents * Successful Change Management * Kotter’s 8-Step Change Model for Leading Change * Creating a Climate for Change * Increasing Urgency * Building the Guiding Team * Getting the Right Vision * Engaging and Enabling the Organisation * Communicate for Buy-in * Empower Action * Create Short-term Wins * Implementing and Sustaining Change * Don’t Let Up...
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...technology and operations management Here is a list of electives that were offered to the MBA Classes of 2012. This list is not comprehensive and is likely to change annually to reflect changes in the economic and business environment. If you are interested to find out whether a particular elective is being offered for your class, you can email us at mba.info@insead.edu. Also, notably 90% of the electives will be offered across both campuses, but there are some courses that will be tied to a specific campus due to the availability of the professor or the link to the specific region. All students will be given a full list of electives offered for their class in Period 1 so that they can take this information into account when planning for their campus exchange. accounting and control applied corporate reporting To be successful in any career involving financial analysis, you need a deep and broad knowledge of financial reporting standards and their application in practice. Building on the concepts covered in core courses, this elective gives students an understanding of the rationale and principles behind financial reporting. It also provides a clear sense of the main players (managers, directors, employees, investors, lenders, legislators) – and the main tensions between them. Ultimately, it shows students how to get their own financial reporting just right – and gives them an edge in reading other people`s. strategic cost management Most companies have business models...
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...and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4] Benefits of CRM A CRM system may be chosen because it is thought to provide the following advantages:[citation needed] Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention [edit] Challenges Successful development, implementation, use and support of customer relationship management systems can provide a significant advantage to the user, but often, there are obstacles that obstruct the user from using the system to its full potential. Instances of a CRM attempting to contain a large, complex group of data can become cumbersome and difficult to understand for an ill-trained user. Additionally, an interface that is difficult to navigate or understand can hinder the CRM’s effectiveness, causing users to pick and choose which areas of the system to be used, while others may be pushed aside. This fragmented implementation can cause inherent challenges, as only certain parts are used and the system is not fully functional. The increased use of customer relationship management software has also led to...
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...that resource. The focus is on how to organize and provide specific information on workforce acquisition, management, and optimization. There are specific areas that help enable human capital management and they are core administrative support, strategic human capital management support, and other. The core support is comprised o personnel administration, benefits administration, payroll, portal/employee self-service, and service center. The strategic support is made of workforce planning, competency management, performance management, compensation planning and strategy, time and expense management, learning, recruitment, onboarding, contingent workforce management, and organization visualization. Other is made up of reporting and analytics and workflow. Let’s first define Human Capital that is the totality of talent that is found in an organization. It includes employee’s skills and behaviors and the ability to see beyond what is obvious in the work environment. It involves innovation, critical thinking, negotiation, conflict resolution, problem solving, team building, and interpersonal competencies. It basically represents the investment that people make in them that can enhance their productivity. (Olaniyan & Okemakinde, 2008) AGC has a variety of human capital management problems and they start with intercultural communication issues, political and regulatory conditions of the host country and subsidiaries, diversity and multiculturalism, employee retention and...
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...company already has, entice former clients to return, and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4] Contents [hide] * 1 Benefits of Customer Relationship Management * 2 Challenges * 2.1 Complexity * 2.2 Poor usability * 3 Fragmentation * 3.1 Business reputation * 3.2 Security, privacy and data security concerns * 4 Types/variations * 4.1 Sales force automation * 4.2 Marketing * 4.3 Customer service and support * 4.4 Appointment * 4.5 Analytics * 4.6 Integrated/collaborative * 4.7 Small business * 4.8 Social media * 4.9 Non-profit and membership-based * 5 Strategy * 6 Implementation * 6.1 Implementation issues * 6.2 Adoption issues * 6.3 Statistics * 6.4 Increasing usage and adoption rates * 6.5 Help menus * 7 Development * 7.1 Clarity * 7.2 Test users * 8 Market structures * 9 Related trends * 10 See also * 11 Notes | ------------------------------------------------- [edit]Benefits of Customer Relationship Management A Customer Relationship...
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...IS5111:Integration of IS & Business Business Intelligence and Analytics Abhishek Kumar Singh Anbarasan Thangapalam R Deepak Chattani Naadiya Danapal Ram Vibhakar S [A0120022] [A0119959] [A0119975] [A0119961] [A0120054] A Case study on Business Intelligent and Analytics Systems in NTUC FairPrice Table of Contents Executive Summary ............................................................................................................................. 3 Acknowledgments ............................................................................................................................... 4 1. Introduction ...................................................................................................................................... 5 2. Business Intelligence in Retail Industry: ................................................................................. 6 3. Combining BI in CRM ...................................................................................................................... 7 3.1 Analytical CRM ..........................
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...What it found was that compensation was offered on an arbitrary basis by the gate agent, and, somehow, the lowest value customers were, on average, receiving the highest compensation. Worse, some passengers were finding ways to be doubly compensated; a customer who was bumped from a fiight might first approach a gate agent, pick up a voucher for a free fiight, and then minutes later telephone the airline and ask for HARVARD BUSINESS REVIEW M |ORE AND MORE CEOs are hoping a stronger customer focus will be the antidote to escalating commoditization pressures. But as the frustrations of myriad companies can attest, getting closer to customers is not just a matter of installing a better CRM system or of finding a more effective way to measure and increase customer satisfaction levels. Tools and technology are important. But they're not enough. That's because getting close to customers is not so much a problem the IT or marketing department needs to solve as a journey that the whole organization needs to make. The companies that do it well follow a surprisingly similar path, passing the same milestones and, in...
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...SPOTLIGHT ON REINVENTION Spotlight BELOW Michel de Broin, Encircling, 2006 Asphalt, yellow paint, road sign, 14.8 x 21.9 m Scape Biennale, Christchurch, New Zealand Rethinking Ma Because companies can now interact directly with customers, they must radically reorganize to put cultivating relationships ahead of building brands. by Roland T. Rust, Christine Moorman, and Gaurav Bhalla 94 Harvard Business Review January–February 2010 HBR.ORG Roland T. Rust (rrust@ rhsmith.umd.edu) is a Distinguished University Professor and the David Bruce Smith Chair in Marketing at the University of Maryland’s Robert H. Smith School of Business. Christine Moorman (moorman@duke.edu) is the T. Austin Finch, Sr., Professor of Business Administration at Duke University’s Fuqua School of Business in Durham, North Carolina. Gaurav Bhalla (gaurav. bhalla@knowledgekinetics. com) is the president of Knowledge Kinetics, based in Reston, Virginia. rketing SPOTLIGHT ON REINVENTION I Building Relationships Product-Manager Driven Many companies still depend on product managers and one-way mass marketing to push a product to many customers. magine a brand manager sitting in his office developing a marketing strategy for his company’s new sports drink. He identifies which broad market segments to target, sets prices and promotions, and plans mass media communications. The brand’s performance will be measured by aggregate sales and profitability, and his pay and future prospects...
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...mean it—but they do no such things. Victims who feel they’ve been treated poorly exact their revenge, though doing so hurts their own interests. Such perverse facts are a direct a≠ront to the standard model of the human actor— Economic Man—that classical and neoclassical economics have used as a foundation for decades, if not centuries. Economic Man makes logical, rational, self-interested decisions that weigh costs against benefits and maximize value and profit to himself. Economic Man is an intelligent, analytic, selfish creature who has perfect self-regulation in pursuit of his future goals and is unswayed by bodily states and feelings. And Economic Man is a marvelously convenient pawn for building academic theories. But Economic Man has one fatal flaw: he does not exist. When we turn to actual human beings, we find, instead of robot-like logic, all manner of irrational, self-sabotaging, and even 50 March - Apr il 2006 Behavioral economics explains why we procrastinate, buy, borrow, and grab chocolate on the spur of the moment. by Craig Lambert Portraits by Stu Rosner altruistic behavior. This is such a routine observation that it has been made for centuries; indeed, Adam Smith “saw psychology as a part of decision-making,” says assistant professor of business administration Nava Ashraf. “He saw a conflict between the passions and the impartial spectator.” Nonetheless, neoclassical economics sidelined such psychological insights. As recently as 15 years ago, the sub-discipline...
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...was needed to succeed in this competitive world, hence my decision to pursue a Masters in Business Administration to hone my analytical skills. There are various principles that shape my vision, goals, path and my life’s journey. Amongst the factors that drive me is a passion for excellence, excellence in everything I set out to do however minute the task is. The need to be a pacesetter, a trail blazer, someone that questions the status quo is inherently ingrained in me. Also, having an acute dislike for mediocrity is another factor that has an impact on my outlook to life, mediocrity is defined as the quality of being average or ordinary, why be ordinary when I can be extraordinary. I also persevere even in the face of insurmountable obstacles; I believe firmly in the saying ‘there is always a light at the end of the tunnel’. Finally, the ultimate driving force for me is ‘fear’, the fear of failure, the fear of the unknown, the fear of the...
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...Stodder , D . ( 2012 ) . Customer analytics in the age of social media : TDWI best practices report Cary : SAS Institute . (039032) T DW I R E S E A R C H T DW I BE S T P R AC T ICE S RE P O R T THIRD QUARTER 2012 CUSTOMER ANALYTICS IN THE AGE OF SOCIAL MEDIA By David Stodder CO-SPONSORED BY tdwi.org Third QUArTEr 2012 TDWI besT pracTIces reporT CuSToMEr A n A ly T IC S In T HE AGE of SoCI A l MEdI A By David Stodder Table of Contents Executive Summary Research Methodology and Demographics 3 4 5 Customer Analytics and the Social Media Frontier Stepping into the Age of Social Media . . . . . . . . . . . . . . . . . .6 The Importance of Customer Analytics . . . . . . . . . . . . . . . . . .7 Benefits and Barriers to Implementation 10 Business Benefits Sought from Customer Analytics . . . . . . . . . . 10 Barriers to Adoption of Customer Analytics . . . . . . . . . . . . . . 12 role of Analytics in Increasing Marketing roI . . . . . . . . . . . . . 13 Analytics Tools, Data Sources, and Techniques 17 BI, olAP, and data discovery for Customer Analytics . . . . . . . . . 18 In-Memory Computing for More rapid discovery Analysis . . . . . . . 20 Predictive Analytics, data Mining, and Advanced Statistics Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 filling the role of the data Scientist...
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...Contents Introduction Chapter 2 Problem statement 2 Motivation 2 Research question 2 Interpretation 3 Scope 3 Methodology 4 Project type 4 Models and theories 4 Structure 4 Data collection 4 Criticisms of data 4 Introduction 5 Social media platforms suitable for B2B 6 Benchmark 11 Conclusion 12 Key success factors that affect the social media marketing 13 Industries that can benefit from using social media marketing 15 Parts of the value chain in which SMM could be used 15 Social media in R&D 17 Social media in Marketing and sales 17 Social media customer support and service 19 Costs involved in engaging in social media marketing 20 Measuring the outcome of social media marketing 20 Social media and the future 23 Appendix 24 Linked IN 24 Twitter 28 FaceBook 32 Youtube 34 Blogs 37 Forums 39 Literature list 41 Introduction Chapter Problem statement Motivation Social media has revolutionized the way we communicate with each other. People who previously just was content consumers, now has the possibility of being content producers. New social media brands keep popping up, and people are starting to interact more and more. What is interesting is to see how social media and B2B companies are using social media, why they are using it, and what they are gaining from it. With the introduction of social media, a new marketing term arose: social media marketing. This brings up an interesting discussion, saying that...
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...even relatively small businesses are reaping the benefits of some custom CRM programs. 1.2 In the beginning… The 1980’s saw the emergence of database marketing, which was simply a catch phrase to define the practice of setting up customer service groups to speak individually to all of a company’s customers. In the case of larger, key clients it was a valuable tool for keeping the lines of communication open and tailoring service to the clients needs. In the case of smaller clients, however, it tended to provide repetitive, survey-like information that cluttered databases and didn’t provide much insight. As companies began tracking database information, they realized that the bare bones were all that was needed in most cases: what they buy regularly, what they spend, what they do. 1.3 Advances in the 1990’s In the 1990’s companies began to improve on Customer Relationship Management by making it more of a two-way street. Instead of simply gathering data for their own use, they...
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...www.hbr.org SPOTLIGHT ON REINVENTION Because companies can now interact directly with customers, they must radically reorganize to put cultivating relationships ahead of building brands. Rethinking Marketing by Roland T. Rust, Christine Moorman, and Gaurav Bhalla • Included with this full-text Harvard Business Review article: 1 Article Summary Idea in Brief—the core idea 2 Rethinking Marketing Compliments of: Reprint R1001F SPOTLIGHT ON REINVENTION Rethinking Marketing Idea in Brief Companies have powerful technologies for understanding and interacting with customers, yet most still depend on mass media marketing to drive impersonal transactions. To compete, companies must shift from pushing individual products to building long-term customer relationships. The marketing department must be reinvented as a “customer department” that replaces the CMO with a chief customer officer, makes product and brand managers subservient to customer managers, and oversees customer-focused functions including R&D, customer service, market research, and CRM. These changes shift the firm’s focus from product profitability to customer profitability, as measured by metrics such as customer lifetime value and customer equity. This organizational transformation will uproot entrenched interests and so must be driven from the top. COPYRIGHT © 2009 HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION. ALL RIGHTS RESERVED. page 1 This article is made available to you with compliments...
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...RightNow PAGE 3 LESSONS IN CONTACT CENTER LEADERSHIP eGain PAGE 6 DOING MORE WITH LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer Support to Observe Customers in Motion Convergys PAGE 12 LISTENING TO CUSTOMERS AND PROFITING FROM THEIR ADVICE Best Practices in VPI Voice Print Int’l PAGE 13 Contact Center FIVE PROVEN WAYS TO PROACTIVELY DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE SOLUTIONS Produced by: CRM Media, LLC Autonomy etalk PAGE 14 UNSTRUCTURED AND UNDISCOVERED: Enabling the Intelligent Contact Center to Tap into a Hidden Wealth of Information 2 April 2007 Sponsored Content CRM magazine Best Practices Series: Contact Centers... The Heart (and Eyes and Ears) of CRM Multichannel contact centers are at the heart of one of the most exciting transformations in the way organizations communicate with their customers. It is this collaboration between people, process, and technology that promises to bring the best customer service to users, while enabling a crucial feedback channel to host organizations. We’re all familiar with the reasons why superior customer...
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