Archive - March, 2010

Customer Experience Management

March 24, 2010 in Leadership, Operations & Strategy with 8 Comments

By Mike Myatt, Chief Strategy Officer, N2growth

Customer ExperienceYou can either create great customer experiences and leverage the benefits thereof, or you can watch poor customer experiences erode your revenue, profits and ultimately your brand equity. I was recently asked the following question: “What is the difference between CRM and CEM, or is there any difference between the two?” In a previous post I addressed the practice of Customer Relationship Management (CRM) in fairly great detail. As most of you know I am a huge fan of well conceived CRM initiatives. That said, I have rarely witnessed CRM implemented to its full potential. Most companies can claim an element of success in some aspect of CRM proficiency such as sales force automation, database marketing, development of a knowledgebase, etc., but the reality is that most companies absolutely miss the boat in harnessing the true power of CRM which is improving the customer experience. In today’s post I’ll address a key metric that all companies should be focused on – Customer Experience Management (CEM)… 

This is a preview of Customer Experience Management. Read the full post (781 words, 1 image, estimated 3:07 mins reading time)


 

Business Model Architecture

March 19, 2010 in Operations & Strategy with 0 Comments

By Mike Myatt, Chief Strategy Officer, N2growth

Business Model Architecture
I never cease to be amazed at how many times I receive a “deer in the headlights” stare when I mention the topic of business model architecture to even the savviest of senior executives. While most C-level execs have a general idea of what I’m referring to, it is also quite clear that most can’t even begin to define it, much less articulate the specific constructs of a sound business model. In today’s post I’ll attempt to define what a business model is, and what it is not…

This is a preview of Business Model Architecture. Read the full post (488 words, 1 image, estimated 1:57 mins reading time)


 

Resourcing 101 for CEOs

March 18, 2010 in Leadership, Operations & Strategy, Talent Management with 8 Comments

By Mike Myatt, Chief Strategy Officer, N2growth

Resourcing for CEOs
It’s not what you have, but what you’re able to make out of what you have that matters. All great CEOs understand in the concept of creating leverage via proper resource allocation. Top CEOs know how to create resources where none exist - they know how to deploy and redeploy resources to maximize opportunities and to minimize risk. So my question to you is this…are you over-resourced, under-resourced, resource aligned, or do you even know? In today’s post I’ll look at the topic of resourcing as a key success metric for CEOs…

This is a preview of Resourcing 101 for CEOs. Read the full post (550 words, 1 image, estimated 2:12 mins reading time)


 

Play To Win

March 11, 2010 in Leadership, Miscellaneous, Success, Talent Management with 1 Comment

By Mike Myatt, Chief Strategy Officer, N2growth

Playing to Win
Today’s message is not likely to please the politically correct, nor will it mollycoddle the timid. I’m not going to address competing or playing nicely, rather I’m going to deal very bluntly with the topic of winning. Want to succeed? It’s easier than you might think…just don’t quit. Strip away the excuses, rationalizations, and justifications, and the only thing standing between you and the attainment of your objectives is what you see staring back at you when you look in the mirror each morning. In today’s post I’ll examine the benefits of playing to win…

This is a preview of Play To Win. Read the full post (938 words, 1 image, estimated 3:45 mins reading time)


 

Real Heroes

March 8, 2010 in Leadership, Rants with 0 Comments

By Mike Myatt, Chief Strategy Officer, N2growth 

Celebrity vs Hero
As the Academy Awards drew to a close last night I felt compelled to post the following message on Twitter: “I’d prefer a TV awards extravaganza to honor our real heroes instead of those who imitate them.” At the risk of drawing fire from the media and rabid movie fans, I’m beginning to grow weary of propping-up social climbers as heroes. While there were certain notable exceptions, for the most part it was yet another display of the self-indulgent, narcissistic view of the world through the very skewed lens of Hollywood. My question is simply this: besides make movies, what did these celebrities do to reach hero status? When our culture holds celebrity status in higher esteem than those who place service above self, we all need to take a long look in the mirror. Our nation’s senses have been dulled by an addiction to celebrity worship to the point that those who tend to live the most bizarre, reckless, and self-centered existence seem to be glorified above all others.  

This is a preview of Real Heroes. Read the full post (571 words, 1 image, estimated 2:17 mins reading time)


 

In Support of Strategy

March 1, 2010 in Leadership with 11 Comments

By Mike Myatt, Chief Strategy Officer, N2growth

In Support of Strategy
What’s with all the “strategy bashing” of late? How could sound strategic planning possibly be a bad thing? Things have spun so far out of control that I recently had a CEO ask: “Is strategy still relevant in today’s business world, and if so, what role does strategy play in the overall make-up of a CEO’s duties and responsibilities? Let me begin by stating that strategy has never been more relevant than it is today. With all of the current emphasis on tactical execution I guess I understand how a question like this could be posed, but wow, what a sad commentary on the state of executive leadership when a CEO asks whether or not strategy is relevant. In today’s post I’ll examine the role of strategy in business, as well as the CEO’s responsibilities therein…

This is a preview of In Support of Strategy. Read the full post (1024 words, 2 images, estimated 4:06 mins reading time)