Customer Relationship Management
April 11, 2010 by Simon Oates (Admin)
Filed under Other
What is customer relationship management, and why is it important to UK Leaders?
Customer Relationship Management, or “CRM“, is the way a business goes about creating, maintaining or even sometimes repairing the relationship it has with its customers.
The customers are the vital life-blood of any modern organisation. Customer-centric product development is a decades-old concept, but lately several new aspects of companies have become potentially large growth area when the customer-focused principles and tools of CRM are applied to them.
One of the key pillars of CRM is collecting useful data about your customers in a way that does not damage the customer relationship itself. This is what I will discuss today.
How can I collect information about my customers?
Collecting information can be done in many different ways, with some being far more thorough, and others can happen without the customer even realising!
1. Creating customer accounts.
Online services and business2business organisations will already force new customers to ‘create an account’ to make their intial purchase. Doing so will allow you to easily collect some basic profile data on your customer and track all their purchases. This information can be used to create a demographic view of your current customers. If you currently allow customers to anonymously purchase from you, without giving up any information about themselves whatsoever, you are at a competitive disadvantage, and I would recommend you to try and implement an account-orientated point of sale model in the near future.
2. Generating email lists.
Many small and large businesses such as restaurants have recently realised that using email marketing is affordable, easy and impressively successful in attracting repeat customers to their businesses. Simple ‘Free drink if you join our mailing list’ offers are quickly taken up by customers, and this can lead to a positive and lengthy relationship with the customer through making good use of email marketing tools. Enticing offers such as money off coupons makes can be sent to these subscribers for an extremely low cost, and will be read with far more enthusiasm than expensive leaflets through the door. A combination of interesting and genuinely tempting deals in the emails will lead to a suprising good retention rate. The success of money-saving emails such as that produced by MoneySavingExpert.com shows that customers won’t generally perceive it as spam if it offers them good value. Once a sizable email list has been built up – it can of course be part of a coordinated customer relationship management strategy.
3. Keeping it simple – Writing it down!
Several businesses, including fast food chains, actually have their employees key in to their till; the nationality and estimated age of each customer they serve. Just these two simple bits of anonymous data are perfect for analysing WHO is actually buying your product. Are your prices putting off young students? Does your brand draw in customers from a diverse range of ethnic backgrounds? You will be able to find out the answer to these types of questions with only a few snippets of information.
Once the data has been collected – proper analysis can begin, which I may cover in a future blog post. Stay tuned!
Why Use Golf To Develop Leadership?
July 15, 2009 by Simon Oates (Admin)
Filed under Debate
There’s a surprising similarity between playing the game of golf and leadership. Once the analogies are made clear to you, you’ll wonder perhaps why you didn’t see it before. By the time you’ve finished reading this, you’ll know the major connections and feel compelled to find out more.
35% of registered golfers in the UK are senior managers, professionals or executives , according to Mintel. This rises to 43.3% of London Golfers. And 12.8% of all golfers in the UK are senior managers, executives or professionals – that’s about 1.8 million golfers are senior managers, executives and professionals in the UK alone! (Source: GB TGI, BMRB Quarter 4 2006/Mintel) 44% of senior managers executives and professionals in the UK have played, do play or would like to play golf. (Source: BMRB/Mintel) Add another 1.4 million managers (Source: GB TGI, BMRB Quarter 4 2006/Mintel) and you realise just how big a sport golf has become – and it id predominantly ABC1 who play the game, and still predominantly male – 83%!
In part, business leaders, particularly those with some marketing or sales role, play golf to network with prospects and clients. There’s certainly some social status about being a golf club member, and for sure, in part there’s the ‘coincidence’ of playing golf and being a business leader.
The characteristics of those who play golf and those who are business leaders shows considerable similarities. For example, the desire to score well (even win) a round of golf. To be concerned about one’s personal performance and strive to improve it relates to a strong personal ‘Achievement Orientation’. I want to do well because I want to do well!
There are differences too, and important ones. On the golf course, the golfer is playing against the course. It is one of very few sports where the play of others has no effect on the golfer’s performance at all… unless he (and it is predominantly still ‘he’) allows it. This is not the case for the majority of business leaders where personal performance can be impacted by the performance of others. So the golf course is the place where a player can assuredly adopt the attitude, it’s MY performance that matters and only their actions change the result. This suggests the desire for control – or Directiveness.
76% of golfers play for social reasons (GMI/Mintel) – this demonstrates a desire, if not ability, in the competencies of influence and communication.
So why use golf to develop leadership?
The game of golf attracts business leaders more than other groups – & perhaps the conclusions above suggest why. So it became increasingly obvious to our team that golf could be both an attractive idea for development within this group, and that the game of golf itself could be deliberately used to develop the competencies and behaviours associated with great leadership. Indeed, many of our clients confirm the attraction of golf for our senior management training programmes by requesting training to take place at golf clubs.
Our research into using simulations has shown that given a truly safe environment to practice the tools and techniques of leadership and management, participants not only learn more (23% greater learning) than using more traditional methods like case studies, they enjoy it more (17% greater) and demonstrate greater transfer of new behaviours to the workplace (26% greater transfer).
Not only this, but studies in societies where females are considered disadvantaged in management showed a greater improvement in demonstrated management and leadership competencies after a simulation based programme than a traditional programme over their male counterparts 16% greater improvement in demonstrated competencies. The key to the success of using simulations is that they provide a realistic, safe environment to practice the tools, techniques and behaviours of great leadership (Kenworthy 2005)
Is golf a safe, realistic environment?
The great thing about golf is that it is one of the very few activities that provides a genuinely level-playing field – through the well-established handicapping system. It may not be perfect, but it’s very close. This means that a scratch golfer competes fairly with a complete beginner. There are also rules within which the game must be played – these represent the constraints of doing business. There are established game rules that encourage pairs or foursomes to work together, and there are rules to foster individual competition -sometimes in business we want our leaders to be entrepreneurial and ‘go-getters’ – leading by example, at other times, we want them to be team leaders, or team players.
Caddies, provide a perfect metaphor for coaches and mentors. The course itself provides a varied environment, shifting according to things beyond the control of the player, but observable by them. The hole provides a target, the course provides for a strategic plan to achieve the real goal. The points scored can directly relate to revenue or profit. The clubs and balls are resources – even the golf pro can be a consultant resource.
The game of golf provides a fantastic platform to learn leadership – its safe and fair, it’s as realistic as you need it to be and it’s fun!
Can you just play golf to develop leadership?
There’s certainly something about the game of golf that shares characteristics of great leadership, but whether it’s the playing golf that develops the person as a leader or that the leadership capability makes for a golfer is an unanswered question. Like any powerful training programme, leadership development needs a supporting, robust model of development. Unfortunately it’s not much use telling someone to BE Jack Welch, or even to tell someone what it is that Jack Welch does – that doesn’t make you a leader. Nor, can we simply seek to develop the 10 principles, 7 habits, 12 big things etc. of the best leaders in the world – leadership is personal – the first step in becoming a leader is to take charge of yourself and align your personal values to achieving what you want to achieve. If it were that simple then there wouldn’t be a leadership issue anywhere in the world today.
Solid Foundations
Effective leadership development (indeed for adults to learn anything effectively) needs the learner to go through three learning processes according to Bloom -cognitive, affective and psychomotor learning. That we need to develop knowledge about leadership, associate a feeling or emotion with the desire to learn the knowledge and physically put that knowledge into practice.
Most business leaders have some knowledge about what constitutes ‘good’ leadership – though few practice it all the time. They may have seen ‘good’ leadership exemplified by others in their past or present. They may have read a book on leadership – such as the 7 Habits. Where these most often fail to become new behaviours is twofold – Firstly, most examples of ‘good’ leadership are often carried out ‘naturally’ by the person demonstrating them -we often refer to them as ‘born leaders’. They are ‘good’ leaders, but they don’t consciously know what it is that they do – and therefore they are unable to share with others what they should or could do. Most books, on the other hand, tend to focus on one of two aspects – how to be a leader – here is Mr Great CEO and this is what he did, you must do the same. or they distil ‘best’ behaviours and provide a checklist for you to do ‘good’ leadership.
In the former situation, the ‘born leader’ is unable (or unwilling) to give you the requisite knowledge to learn. In the latter (books), they often fail to make an emotional connection to implement the knowledge (other than you’ve bought the book therefore you must want to learn), or they provide simplistic implementation checklists, do this, then this then this at work. If the new ‘habit’ doesn’t work first time, the book provides little or no guidance as to what you should do now.
What people need is a synthesis of the tools, techniques, attitudes and attributes of ‘good’ leadership within a structured model supported with templates that enable you to physically learn the behaviours. And one way of ensuring an emotional learning hook is by using the game of golf as a metaphor, and golf provides a means for you to put your behaviours into physical practice for yourself first – i.e. self-leadership, then you can use the templates at work. All practised within a safe and realistic environment that is fun.
Build on this foundation the safe and realistic learning environment of a business simulation on the golf course and you have leadership development that actually does what it says on the box.
Author: Gainmore Advantage – www.celsim.com
Are You Getting The Most Out Of Corporate Awards?
April 8, 2009 by Simon Oates (Admin)
Filed under Motivation
When you think about all of the different resources that your company has, which do you get the most value from? Is it from the machinery or is it from the people who work for you? In the end, the people are the ones who are most valuable and create the greatest value. This article will look at why corporate awards are so important to taking your business to the next level.
When you first start thinking about where your business is and where you want your business to grow, where do your employees fit within the picture? Your employees’ productivity and contributions to the business will be what can take you to that next level. To increase the contributions your employees make to the business, it is important to create an environment which fosters happiness and where people want to come to work. This will boost employee motivation and consequently your productivity as well.
Creating that environment can start with making sure people are happy. Part of what makes people happy is recognition for a job well done. This is where corporate awards can come into play. It gives you a chance to recognize employees for a job well-done. In the end, employee longevity and your rate of turnover often have less to do with the pay scale than employee perceptions of the workplace and whether they want to come to work in the morning.
You can use corporate awards in a variety of different situations to recognize your employees. You may decide to do an employee of the month and the winner receives a corporate award. This could be something that employees vote on so that more people are engaged and paying attention to the efforts that others make. Many people will become conscious of others’ efforts and this may raise their level of performance as well. You could have an award for the “Contributor of the Year” for that person who has done the most to build your business for a particular year. You could have specific corporate awards for each particular department. These awards can be used because different departments may have different requirements for what a good job is. The same behaviors and actions that make a good accountant do not equal what it takes to be a good salesperson. You may want to recognize someone in each department consequently with a corporate award.
Corporate awards can be a single piece of your employee recognition and motivation plan. It comes down to developing your talent to a greater level and one of the best ways to do this is through motivating and developing your employees. In these times of financial struggle for both corporations and individuals, it is essential to find ways to keep and build that talent on your team. If you were able to make your employees happier and more productive simply by investing in corporate awards, would you not? This is much less expensive than having to hire new workers to do more work when your existing team can do it if they are happy and satisfied people. So for efficient leadership management, and a cost effective technique that is cheaper than leadership training, leadership coaching or even investing in a batch of leadership books, try corporate awards.
Guest Author:
Mary writes articles for helping executive shoppers find gifts and how to benefit from personalized executive gifts, promotional products, and corporate awards. Her work is sponsored by Wealthwood http://www.wealthwood.com/corporate_awards/ http://blogwealthwood.com/awards-trophies-plaques/.
