Organization & Technology in Networked Enterprise

noreply@blogger.com (Mr. T) — Mon, 16 Jan 2012 14:54:00 +0000

With January comes a breath of fresh air, albeit a chilly air where I’m from. Regardless, I still like January. With it comes my birthday (more presents!) and a fresh start of a year. A brand new canvas just waiting to be messed up. (That isn’t negativity. If you’re not mucking up your life you’re doing something wrong.)

So as one year ends and another begins we make a tally. What we did right last year. What we need to change for this year. Where we want to be when this year ends. Whether we use that ugly word ‘resolution’ or not, we all make a few in our head. They’re usually the same ones we made last year. And the year before that. And the year before that…

But don’t let yourself get discouraged.

This year is going to be different.

The seven little words (okay, six little words, one big word) we venture in to a new year with.

This year, I’m going to get it right. I’m going to stick to the diet. I’m going to exercise. I’m going to quit smoking. I’m going to save money.

My list includes fixing up my fixer-upper (note to everyone: do not break up with your contractor until after the work is done. Learn from my mistake.) And get organized.

My resolutions always involve some kind of organization. I am going to stop being a pack rat. I am going to start throwing things out. I will eliminate the clutter. This year, I am going to get it together.

And then the year started and we were off with the best of intentions. That first week we rocked our resolutions socks off. But, if you are anything like me, it seems like my resolutions got packed away long before my presents. (They’re still sitting on my couch…)

The key is being organized. Everyone knows that. I know for a fact that if I were to organize my closet, I would be able to find my clothes much easier. I know that if I were to put my shoes back where they belong, next time I wanted to wear them I would be able to find both of them and not have to settle for the first two that match.

So why don’t I organize? Why does my closet resemble a wind tunnel? Why is the sky blue?

I do organize. The number of times I have organized my closet is astonishing. But whenever I look for something, it becomes unorganized.

Because, let’s face it, organizing is easy. Knowing everything’s proper place is simple. The knowledge of where you should put something is not difficult to learn. But for some reason, we can’t spend the thirty seconds now to save us fifteen minutes later.

It takes twenty to seventy days to learn a new habit. That’s kind of a big difference though. Some people can get it in less then a month; others will still be struggling along through March. No wonder we get discouraged.

And The Award Goes To...

noreply@blogger.com (Mr. T) — Tue, 03 Jan 2012 15:39:00 +0000

It’s always the best of times and the worst of times. It just depends which side of the fence you are on.

As we start a new year we look at the one that just passed and sort it into our own tally of wins and losses. We reminisce over the past year and wonder what the new one will hold for us.

Will we get our cars to fly? Will we finally vacation on the moon? Will Brad and Angelina ever get married?

So with that in mind I have to ask, which company is kicking themselves the most as they look back on their year? 2010 was easy to guess, at least in my mind. For 2011, I have two contenders for the title of “Blunderer of the Year”: Netflix and Research In Motion.

Sure there were a lot of little blunders. With the economy we saw plenty of company’s make foolish decisions. But I think these two really stand out as having just awful years.

If it wasn’t this it would be something else.

Poor RIM. It’s got to be hard going from having the premiere smart phone, the phone that all the other phones wanted to be, to what it is now. Add to that knowledge the dismal year that RIM has had. The company’s stock is now trading for less then a quarter of what it was almost a year ago. Between the failure with its PlayBook tablet, the service outages customers experienced, the implications it faced regarding involvement in riots, and the latest trademark issues with the name for their new operating system, they might be putting even more stock into the New Year then me.

Netflix has not fared any better. Their stock also dropped down to less then a quarter of what it was six months ago, but was significantly higher to begin with. They decided to realign the company, which they had been planning all along. It was a well thought-out but horrendously executed plan. They announced the price was changing, and that people were going to have to change the way they used their services. That cost them almost a million customers. It was no longer convenient for people, not too mention that their new name when searched came up with a substance abusing puppet. They then changed their mind about their changes, saving some customers but not any face.

I actually feel bad for the year that RIM has had. They are more a victim of circumstances, with their blunders happening to them. Netflix has mostly set itself up for their screw-ups.

In my mind, Netflix wins the title. But I think that they are in a better position to err and that RIM will be affected more by there gaffes.

How Well Are You Listening To Your Customers?

noreply@blogger.com (Mr. T) — Wed, 28 Dec 2011 16:52:00 +0000

You might think you are doing better then you actually are.

Recent estimates put the number of people on one media site at over 360 million accounts. Yet out of those 360 million users, only 21 million are considered active users. Less then 10% of the sites users are responsible for over 90% of the sites activity.

Only 10% of the users are actually voicing their opinions. You have to wonder: are you only hearing 10% of your customers?

Some people are just more vocal. Thank nature or nurture, wherever you stand on that debate, but some people are going to make themselves heard, be it good or bad.

No news is not necessarily good news.

This weekend I went to dinner with two friends. One friend and I were unhappy with the service. The waitress never gave us silverware or napkins, forgot a drink, and mixed up an entrée. Our other friend had such low expectations that he found the service acceptable, although it was his drink and entrée that were issues.

(Sidebar of possibly relevant information: the friend who found the service acceptable is recently single and the waitress was cute.)

Generally people do not rave about when they receive good service. It is what they expect. Surprisingly though, people usually do not complain about poor service either. People have a range of acceptable behaviors and as long as the service falls into that range, people are ‘satisfied.’

We didn’t complain either, nor did the waitress’ tip suffer. I just probably won’t go back to the restaurant.

According to research, only about 4% of people that have negative experiences will complain about them. And while appeasing the 4% you hear from is a good move for public relations, that still leaves a large percentage of your customers going away unhappy. If we were rounding, the number of those placated would be zero.

How do you fix a problem you don’t know about?

As hard as that sounds, it is the issue you are faced with. Unfortunately, problems can and will arise without you knowing about them. Unless you have the ability to be omniscient, you are going to need a way to find out about problems before they erupt.

How can you find out what your customers think?

Have you asked them? It’s such a simple but under utilized solution. Offer comment cards in case they would rather be anonymous. A quick online survey or a number to call, are simple and effective solutions and when combined with an enticement will make customers want to register their opinions.

Evidently, people don’t want to talk to begin with. They especially don’t want to talk if no one is even bothering to listen.

Customers are the lifeblood of any business. Having a finger on the pulse of your business means finding out what they think, the good and the bad.

Advertising to a new market

noreply@blogger.com (Mr. T) — Tue, 20 Dec 2011 19:26:00 +0000

A friend with a band was recently talking to me about getting their name out. I made some recommendations but would like to blame the generation gap here. My fifty-year-old friend is not technically savvy. When I asked him how he was utilizing social media, he shrugged it off saying he’s not a computer guy. I understand that, but it’s not an acceptable excuse.

Another friend from high school also has a band. I’m friends with two guys in the band as well as the band on Facebook. I get told what’s up with band three times in my news feed.

They recently played at a bar. If the bar mentions the show, and the band mentions the show, and the guys in the band mention the show, how much free advertisement is that? For about five minutes worth of work, over a thousand people who would be interested were informed.

If you were given ten million dollars, what would be the first thing you did? Buy something frivolous, because there was plenty of money to be serious with later.

If you were given ten thousand dollars you would be a bit more cautious with it. Ten thousand dollars is a lot of money, but its not going to pay off your house or buy your dream car.

Knowing where to spend and when to save is a factor of knowing your customers. If you know what your customer wants from you, you are more likely to be able to supply their demand. If you know what will be profitable you will see a return on your investments. With an unlimited budget you would be able to experiment and take chances, but when you only have ten thousand dollars, you’re going to have to know which risks are worth taking.

Social media follows the same thought process. With so many different channels, how do you know which ones are worth the effort to ingratiate your company with? It’s simple; by knowing your customers.

There are only benefits to knowing your customers. Once again, the digital age has stepped up to make it easy for businesses to find out what they want. How many websites ask if visitors have time for a quick survey? They want to know where to step up the efforts, and where they can step out of.

Every week I get circulars in the mail, but they do not even make it in my house. It’s not that I don’t like knowing what’s on sale, but I don’t like scouring the pages. What gets my attention is when my news feed mentions a sale.

Growing up in a digital age, we are used to information being at our fingertips. People are interested in what you have to offer, but want it on their terms.

The new market is digital. And this is a benefit to your company, if you know how to navigate it properly. Your electronic reach knows no limits. You can engage people across the world. And the cost is significantly lower.

If at first you don't succeed, redefine success.

noreply@blogger.com (Mr. T) — Fri, 16 Dec 2011 18:25:00 +0000

They say you can't change who you are, but we know that isn't true. I'm not the same person I once was. We might not change time, but time does change us.
When I was younger, I hated the music my parents listened to. Taking road trips with them was torture. As I grew up, I found I did like some of their music. Others I still find overrated but have learned to appreciate instead.
Sometimes reputations outlive their applications.
People are amalgams, the lines constantly blur. Just because you ride a motorcycle doesn't mean you are a heathen. Just because you change tires for a living doesn't mean you are an ignoramus.
You see us how you want to see us: in the simplest terms and the most convenient definitions.
No one wants to admit it, but we are all guilty of profiling. Until we are proven wrong, we expect the bare minimum. The beauty queen is stupid. The convict is dangerous. We categorize people in the easiest groups and never expect more from them.
People will often surprise you. It's even more surprising when you surprise yourself.
When people step out of their mold, it's hard to know how to react. When an actor changes genres, people are skeptical because it isn't something they've proven to have in their wheelhouse.
Just because you've never done something does not mean that you can't do it.
There is a difference between can't and won't. Being able to do something doesn't mean you should. Because you won't do something is not the same as not being able to.
Decide what defines you.
In the land of opportunity there are no limits on what can be part of your definition. There are actor presidents and governor actors. You can be a motorcycle riding Sunday School teacher or a tire mechanic by day, deaf interpreter by night. New experiences allow us to find our niche.
What happens when you are defined by something that is no longer true?
If you find out you have a relatively small proportion of the market, would you change who you are for a larger share? Are you willing to lose ten customers for the possibility of gaining fifty?
Redefining is not a death sentence. it gives you a chance to extend your reach and try things you always wanted.
Change in itself is not a well defined definition.
Knowing you want to change is not enough. You have to know what change will get you to your end goal. Changing who you are is not as easy as changing your socks. It's only fair though because defining socks is much simpler then defining who you are.
Just because you can make money being a doctor doesn't mean everyone is cut out for med school. The world needs ditch diggers. And what no one will tell you, not even your parents, is there is nothing wrong with being a ditch digger.

Equi-What?

noreply@blogger.com (Mr. T) — Wed, 14 Dec 2011 15:01:00 +0000

Going from prospect to customer is a process. First you must establish why should a customer buy? In this economy most are buying the essentials only. Secondly, and the more pressing question, why should they buy from you?
When I was shopping for a new car, I did all the online research. I knew exactly what I wanted when I finally made my way to the dealership. But once I got there, the salesman did not listen to a word I said. He was trying to sell to me, not help me, and was more focused on his commission then what I wanted. Frustrated with his attitude, I left and went to another dealership. Even telling the salesman there I didn't plan to buy that day did not deter him from helping me. Guess which one I went back to? Four years later I still scathingly recall the first dealership.
I knew why I should buy. That wasn't the issue. But the first salesman impressed upon why I shouldn't buy from him.
Customers have to be your main focus. Too many companies lose sigh of that fact. You can't let it be about you. Your needs have to be put on the back burner and your potential customers needs have to be decided first. Once their need is established, your solution will be welcomed. Putting customers first will allow them to see what is important to you, them. And that loyalty is a more valuable profit at the end of the day.
If customer equity isn't a top priority for your company, it should be. The value of your firms customers is indisputable. Without customers, where would your company be? Recognizing their value is important for your company's future, and shows customers you appreciate them as well.
To value your customers, you must find out what they value about you, what they want from you, what they think is and is not working. Increasing customer equity is mostly common sense, especially if you know what your customers want.
Ways to improve customer equity include the value your customer receives. This is especially effective with first time buyers. Often companies will use little bonuses to entice people to them, a small gift or discount. These are not always deal breakers, but for people tottering on indecision, a little incentive never hurt.
Deepen you customers' loyalty with you. Show them you appreciate them. Offer loyalty programs. Strengthen your relationship so that you are who they turn to.
Strengthen the customer perceptions of you as a brand. This is difficult as it is, by definition, subjective and intangible. But if you can offer your customers loyalty and value, they will definitely think positively of you as a brand.
It isn't about price, brand or convenience. Knowing what your customers want will be what makes the difference. You don't need to be the best at everything, but knowing what you are good at and striving to be the best at that will be what makes the difference in your customers' experiences.

Even if I knew that tomorrow the world would go to pieces, I would still plant my Apple tree.

noreply@blogger.com (Mr. T) — Mon, 12 Dec 2011 15:05:00 +0000

You don't become a conglomerate overnight without the help of your fairy godmother. In lieu of a fairy godmother might I recommend a conjurer, a wizard, or a wishing well? In lieu of those things, I guess it's going to have to be hard work.
Gen X ~> Gen Y ~> iGen
Apple worked hard. They created new technology with an almost cult like following. Who doesn't love their iPod? iPad? iPhone? What else can we put a little 'i' in front of?
People are flummoxed now as to what is the future of Apple. Can it go on? My prediction, not that anyone asked for it, is...Apple will continue. But it will go from Apple to Orange.
Companies change over time. That is how they stay in business. They have to evolve. Customers might always be right, but they don't always know the best solutions. Difference for the sake of difference rarely works out. Find out what your customers really want and show them how to get it.
"If I had asked my customers what they wanted, they would have said a faster horse." -Henry Ford
People love all things Apple. Mistakes other companies make seem less important when it's Apple making them. Apple is the quarterback of life.
Everyone wants an Apple.
Well, maybe not everybody. As the branch out, offering their revolutionary phone, one company dared to reject Apple's advances.
Who says no to an iPhone? U.S. Cellular, that's who.
Could it be the cost of implementing the phone on their network? Might it be the issues with the phones new operating system? Or maybe, just maybe, it was because they didn't believe there was any way the cellular MVP was going to get serious with a service provider not available nationwide.
It was because of the upfront issue.
So when money isn't an issue, everyone wants an Apple.
What's not to love? There are apps and music and even a sassy personal assistant now. Way to go Apple, another touchdown!
What's that? A flag was thrown on the play? The battery life is not optimal? Oh Apple, people said indulgently and with a smirk as they pack their chargers.
When Apple was found with malware, it wasn't Apple's fault. It was the developer. He duped Apple with his smooth talk.
"Here Apple, try my app. It'll give you all the stock information you need." And when Apple, being a good friend, said sure and took the app, the mask came off.
"Ha ha Apple I got you! Giving stock information was just a beard! What it really gives is control of your phone to me!" (Insert evil chuckle here)
Poor Apple.
But we forgive Apple. And regardless, they will always have a special place in our hearts for giving us the ability to carry thousands of songs in our pockets.
For an Apple, we all did fall.

The New Language Barrier

noreply@blogger.com (Mr. T) — Thu, 08 Dec 2011 15:07:00 +0000

Anyone that is familiar with American Sign Language knows how far one language can go. Just like with ASL, English can be broken into a few different languages. We all are fluent in a couple versions. There is the one that is spoken with my friends, which differs from the one I speak with my family. I speak one version at work and another at play. For those who disagree, think about it: do you speak the same language to a four year old as you do a 24 year old?
With these new versions a new language barrier is emerging. No longer is it as simple as everyone speaking English. The new generation s fluent in Acronym and Emoticon, and as they enter the workforce they bring with them a method of communication with too much punctuation and too few vowels.
Over time, we have moved from a world of face to face interactions to over the phone and have since arrived at screen to screen. Only about a quarter of over two billion consumers still prefer to solve technical issues over the phone. Nearly all of Gen Y is on at least one social media site, and three quarters of them are signing in at least once a day. This has made an impact on their vocabulary and gesticulations. Is it only a matter of time until American Acronym enters as an acceptable form of communication?
Acronyms and emoticons are noticeably absent from my correspondences' and I hope to keep it that way. I do not like emoticons and am not up on my acronyms, usually having to check what some of them mean. What happens as this generation takes over the workplace and we aren't speaking the same language? Acronyms have already made the jump from on screen to in conversations. Is it only a matter of time before they go from play to work? Will it become commonplace to send an email using 'smh' or btw'?
With the number of acronyms running rampant, it's like we're on a military base. Nearly every letter coupling produces one. Have customers started to regret the name of their businesses, innocuous names when they were implemented but now they mean more?
What company is IDK? I don't know...

Document Management Systems

noreply@blogger.com (Mr. T) — Tue, 06 Dec 2011 14:55:00 +0000

I'm not sure why but filing seems to be the hardest job for people. Maybe it's my OCD but it really frustrates me when people seemingly do not know the alphabet. I once worked at a company that had over twenty large, jam packed, filing cabinets. Trying to pull a file was ridiculous. Check by last name, no luck. Check by first name, no luck. Well, maybe someone confused the 'D' for an 'O.' Nope, no luck.
It stands to reason that any company that is operating for a period of time will accumulate a certain amount of paperwork. And filing it can seem like more of a headache then a help depending on the size of the company and the amount of paperwork coming in.
So in the age of going green let's explore the idea of a document management system and recycling. Let's face it, how much simpler would it be to type in a few words and have the document come up rather than hoping it was filed in the right place?
Document Management Systems (DMS) are programs that track and store documents and images in a digital archive. As well as keeping the original, the documents are available for editing and can often track changes. Depending on the program, you can make documents "public" or "private" to share them.
Templates can be created or you can upload existing documents for letters to be sent, and store them to be used multiple times. Used in collaboration with your contact management system you can incorporate data in to your correspondence and make them more personal. You can even decide whether or not to share them and with whom. Just let's not get too elementary school with it.
Different systems allow for different functionalities. A platform independent solution would allow you to create a virtual filing cabinet that can be uploaded, stored, accessed, and downloaded anytime and any place. Information can be attached to a person's profile so you can keep track of all the documents associated with a given client.
In a one stop shop thought process, all your information is put together for easy maintenance, keeping you organized and efficient.
With all the different components to DMS you will be able to find one that meets all your businesses needs and allows you to cut the clutter. No one should have to go through twenty filing cabinets.

It was an overload of the communication system.

noreply@blogger.com (Mr. T) — Fri, 02 Dec 2011 15:04:00 +0000

Our society is suffering from a serious plague. Information overload is at an epidemic proportion in a world that is constantly connected. People have cell phones on them 16 hours out of 24, and I'm assuming (I know, bad idea) that the remaining eight hours are when people are sleeping.
Eight hours out of touch...
One morning I forgot my cell phone on my way out the door. I am the kind of person who resets their phone if they don't wake up with at least one message, so admittedly the idea of spending the day 'by myself' was a little daunting, but I do love a good challenge. The beginning of the day was not too bad. As the day wound down I started to get a little anxious. I was sure there was urgent information that I was missing. I would reach for my phone but it wouldn't be there, and I just kept hoping my dog hadn't eaten it. (he didn't)
Having had a cell phone for the past ten years or so, I clearly have gotten a little dependent on it. I went from the one that all you could do was play Snake on to one that you can do everything on, and I do everything on mine. Because of that, I can't help but wonder how people survived without them.
If I get lost while driving I look up directions. If I want to know the weather I text an answering service. If I want to hear music I have my media player. If I want to check my email I hit send/receive. Take pictures. With my phone. Check media sites. With my phone. Make a note. Play a game. Pay a bill. Check the time. And you can make telephone calls too.
Anything I want is at the tips of my fingers. One 2 x 4 device runs our lives. People are on information overload and we are numb to it.
People were not used to be as connected as they are now, but with as prevalent a part our lives as mobile technology is, imagining life without it is a little mind boggling. How did people do it? They still do. My parents are bumbling along the road of mobile media. It's considered a win if my mother has charged her phone.
Take time to be.
Sometimes I like to take a break from the information overload. I'll turn off the ringer and turn up the music and be in my own little world for a while. That's what makes a cell phone so much better then a land line. It's one concern is doing things my way. It will go to the store with me or stay home. It will ring or be silent. It let's me set up different ring tones for different people so I know whether to rush for the phone from another room or just let it go (of course I don't do that)

If you have it, but can't easily find it, you might as well not have it.

noreply@blogger.com (Mr. T) — Tue, 29 Nov 2011 14:48:00 +0000

Everything has a process. One thing going wrong will throw off your whole routine and usually it's something inconsequential. Yes, not having milk for your coffee sucks but stopping at a convenience store is not that big a deal.
Just because everything has a process does not mean that everything has the right process.
A former coworker had stacks of papers that literally covered her desk. They were not organized by department or customer or any other logical arrangement. The way they were strewn together made sense only to her and trying to find a specific paper for anyone else was a nightmare. She had a process, but it was not a good one.
I like organized chaos. I think it's the theme of my life and while organized chaos is fine for my kitchen, in a company it is not acceptable. I will be the first to admit that organized chaos is a sloppy practice and, for a business, an unacceptable one that will cost you time, money, and customers. While 'I can't find it' works for my colander, it is not an excuse for your clients.
There is a problem when you have five salespeople and five sales practices.
Everyone works differently. What works for one will not always work for everyone. I almost failed Pre-Algebra because my process for solving problems, regardless of the correct answer, was wrong. On a test of ten problems, I got ten points. The correct answer was worth one point, the process was worth nine, and I only got the answers right. At twelve I learned that it did not matter how I wanted to do the work, the process was predetermined and I had to follow it. If a twelve year old can be penalized for not following the process, why should a boss be hesitant to do the same?
Companies need to be on the same page. The bottom line depends on this. It's less about what works for your employees and more about what works for your customers. When a customer asks a question, you should be able to answer it or field it appropriately. Having to search through piles of paperwork in an attempt to find a scribbled note on the back of a piece of loose-leaf is ridiculous.
You can't change the order of the alphabet.
One of the first things children learn is the ABC's and they do this by learning the process. It is easy to recite the alphabet when you follow the order. But try reciting them in a different progression. How difficult is it to remember all 26 letters unsystematically?
If your work method is a haphazard assortment of processes tossed together with little rhyme or reason, it makes sense that you might miss something. And while it might make sense, it still does not make it acceptable.
There is no such thing as a miracle solution. There are systems that can keep all of your information together and streamline processes to be more effective.
Shoddy practices that allow people to fall through cracks should be banned. Make sure that you and your people are on the same page, and it shouldn't be a loose-leaf one.

"After all, in private we're all misfits."

noreply@blogger.com (Mr. T) — Wed, 23 Nov 2011 15:30:00 +0000

I love this time of year, with the exception of raking up leaves of course. The pumpkins, the snow, the decorations. It never fails to bring a smile to my face. Plus knowing the year is almost over and we're going to get a new slate? What's not to love?
So ladies and gentlemen, start your engines. It is kickoff time! The countdown is on for Thanksgiving: a national holiday that celebrates gluttony. A time to eat, drink, eat some more, and make merry, if you can stay awake that long.
Growing up I remember two Thanksgivings at home. I know, poor me. Every year I would be dragged on vacation and instead of getting a home-cooked turkey, I got a tan.
Never the less or because of this, I am quite fanatical about having home-cooked, family-like Thanksgivings. My parents still go away so I have been forced to find alternates for the holiday. Most people have family to celebrate with and I certainly don't want to take them away from that. But I don't want to celebrate by myself either.
And so began my Thanksgiving tradition: The Misfit's Thanksgiving.
Traditions are funny things. There are no rules about them, although to the person with them they are set in stone. You need not ask about them, they will occur as surely as the earth will revolve around the sun. They are a given.
The first time I cooked Thanksgiving dinner I wanted to make about thirty different dishes. We needed to have everything that was traditional for a Thanksgiving dinner! Unfortunately, deciding what everyone thought traditional was a little more difficult. Some were easy. Turkey, stuffing, mashed potatoes, all staples of any Thanksgiving. But then there are the foods only your family considers traditional. My family never did yams because my mom didn't like them. Someone else wanted yams so I made yams. Turns out, I like yams.
This year will be my seventh Misfit Thanksgiving where I gather together those with nothing better to do for a meal and general merriment.
For all my friends with nowhere better to go: we shall band together and I will feed you. Hilarity will ensue and we will have funny stories to tell. And we will post pictures online to make everyone jealous of our party of a Thanksgiving while they spent it with their family. How does Grandma's pumpkin pie compare with my exploding turkey?
(That only happened once, but it's still a good story. And I think my best turkey.)

Tools, Tools, Tools

noreply@blogger.com (Mr. T) — Mon, 21 Nov 2011 14:52:00 +0000

Why do people love there cell phones so much?
It isn't because of our love of calling people. It's because anything you need, your cell phone does. Your cell phone functions as a phone, radio, computer, camera, notepad, phone book, GPS, newspaper, weatherman, alarm clock, and as technology advances, so does the list. It's your one stop shop for all your needs. Functioning like a convenience store in your pocket, you cell phone takes care of all your whims.
Businesses have many of those needs as well. Yet they have more requirements as well. And although no one needs a phone that plays music and checks email and offers directions, no one needs a CRM system that organizes and reminds and schedules. But just like all those other tools, they sure are nice to have.
CRM systems help identify and target potential clients. It involves selecting the right customers and showing them how to contribute to your business so both you and them receive value. The idea of a CRM system offers the ability of managing customer interactions at the right time, in the right place, and in the right way. CRM is a tool whose objective is tied to money, wither making more of it through sales or saving it through greater efficiency. It will not solve a menagerie of unrelated issues but what it does do, it does well.
Keeping the customer in CRM
There is a reason CRM is being re-branded as Customer Experience. Focusing on the customer has not been the priority where it should be. Customer engagement is a process, not an event.
If you have a computer you are already set up for a CRM system. And if you have a client base you already have relationships that need managing.
Think about your closet. You have thirty pairs of shoes tossed in haphazardly. It is faster getting them in there then if you were to neatly organize them. What about when you want your black boots? You start digging, pushing shoes out of your way and you've found one! It's a start. So you go back to digging out the second. By the time you have both boots in your hand (or on your feet) all of your shoes have made their way out of your closet and you have to get them back in. The time you save by tossing them in instead of organizing them is lost when having to dig through sixty shoes and re-shoving them every which way but where they belong.
The moral of the story is: it's a lot easier to find things when they are put away. It might be harder but, in the end, it's worth it.
I don't think there is even any question about whether it's easier to handle customers when you have all their information in one system as opposed to a file in the cabinet, a page in your phone book, and project notes in estimating.
There is a difference between what is easy and what is going to make your life easy. Tossing your shoes in is easy. Keeping the same system is easy. Organizing will make your life easy.

It's All About Your Point of View

noreply@blogger.com (Mr. T) — Thu, 17 Nov 2011 14:51:00 +0000

If you look at an art class there can be twelve people drawing the exact same thing. And yet, the same bowl of fruit will come out twelve different ways. The fruit didn't change. Although our perspectives may differ, the facts do not.
Want to make something better then it ever was? Add the buff of nostalgia and it will take on a golden hue.
Remember those summers as a teenager when you were so oppressed and your parents wouldn't let you do anything? Give it some time and you'll start thinking that was the time of your life.
Remember that guy who broke your heart? Meet someone new and you'll see why he wasn't the one for you.
When you are looking at something head-on you only have your own perspective. You don't get the whole picture. Being able to see the big picture allows you different insights. No longer does every up seem so euphoric, every down so cataclysmic. You're able to see things how they really are.
Changing your point of view can really change your point of view.
The term 360 degree view is becoming increasingly popular as businesses are recognizing the need to have these kinds of views of their customers.
While horror movies would be a lot duller if the characters had a 360 degree view, businesses become a lot more adept with it.
More and more vendors are entering the market offering products with this type of view. The usefulness of a CRM system has been proven. Most companies are relying on antiquated measures, usually numerous independent solutions that can and ought to be consolidated. If you can see the benefit to numerous systems, is there really any possible objection to one system that combines them all?
I used to set appointments for visiting clients. It was not difficult to email customers and find out their willingness and availability. It was a little more time consuming keeping track of which clients we had talked to, which visits were more of a priority, and those that already had appointments scheduled. It was made especially difficult with a boss that, although strict on others, would notoriously cut his own corners.
A system that records every appointment, every interview, and every email would have been a time saver. Especially one that does it automatically.
It is a lot more time-effective to simply go through one database as opposed to searching through sent emails for the name Joe, then George, then Sheri.
A true 360 degree view of the customer is a win for all parties involved. Customers benefit from better service and efficiency, increasing loyalty which leads to more transactions for the business.
The point of view can change a story, a picture, a meaning. Maybe it's not a bad idea to see how it can change your business.

What's In A Name?

noreply@blogger.com (Mr. T) — Mon, 14 Nov 2011 14:50:00 +0000

A name is a word or words used in the identification of an object.
Your name conveys who you are. It is not something to be taken lightly. Parents agonize over what to name their children for a reason. Your name is what you present to the world.
At Starbucks you are served by a barista. It might be Italian for bartender but in a country that doesn't speak the language, it's pretty fancy for 'the person who gets my coffee.'
He who has the most syllables does not rule the world.
When I was a 'Staff Consultant' in an office of 'Recruiters,' the woman I reported to got jealous. She added 'Senior Staff Consultant' to her signature since I reported to her. One gentleman went from 'Recruiter' to 'Executive Level Recruiter.' Neither of these people's job duties had changed. Yet they changed their titles to sound more impressive.
Are names attempts to assuage our own minds or have they become part of the trend of being politically correct?
At an ice cream parlor you can feel better by ordering a 'gotta have it' as opposed to a 'large.'
"Politically correct" usually refers to issues of race, gender, disability, ethnicity, sexual preference, culture or worldviews. No longer does a person wish some a 'Merry Christmas' it is 'Happy Holidays' just in case. Nor is it termed 'tooling around online' any longer. In the age of being PC, we call it 'Networking.'
Words change meanings. What was once an insult may now be a compliment and what was once innocuous may now be offensive.
Just like the word 'boss went from meaning employer to outstanding, the word beastly now means to be good or something or cool.
What's in a name? That which we call a rose/ By any other name would smell as sweet
While I think a name is more than just an identifier, I also say that you are not defined by your name. Your name becomes defined by you. If someone were to say 'dog,' you would think of a dog. The details might vary in color, size, a dog you had growing up, etc. but it would be something in the canine family. You learn this growing up. A boxer is a dog. A poodle is a dog. A husky is a dog.
But what if people are really dogs and dogs are really people? Does this mean people should start wearing collars?
No.
Finding out that people should have been called dogs does not change who we are. Changing the name does not change what it is.
The name does not define the item, but the name is defined by the item, and a definition is not definite. The way people think of words alters our view of them.
Are we more willing to rub elbows with a 'refuse collector' then a 'trash man'?

Where Everybody Knows Your Name

noreply@blogger.com (Mr. T) — Thu, 10 Nov 2011 18:15:00 +0000

What was it that was so great about Cheers? No corner bar is that exciting but the very tag line for the show says it all. "Sometimes you want to go where everybody knows your name." There's a comfort in that and it makes you feel valued, even over something as innocuous as a drink.
Customers don't want to be treated equally. They want to be treated individually.
The American Marketing Association defines a brand as a "name, term, design, symbol, or any other feature that identifies one seller's goods or service as distinct from those of other sellers.
Your brand is your promise to recognize what your customer considers important."
Branding is not all about cold business. It is about building an emotional connection from the marketplace to the customer.
One negative experience can develop brand disloyalty, while it takes multiple positive experiences to create brand loyalty.
Brand loyalty comes from the customer experience.
Why do employees wear name badges? It's not solely so that people can recognize them because generally their uniforms make that possible. Most companies have their employees wear name badges to personalize them. Rather then saying the blond girl helped you, you can answer that Karen was a big help.
What your customer thinks is important. Now what you think is important. Do you think your customer is worrying about your bottom line? As much as companies worry about keeping customers, how often do customers think about keeping companies?
Little details, like Karen remembering what she has helped you with previously, can lead to improved relations. When you offer your customers exemplary service, in which they feel like they are more than a wallet, they will want to come back to you.
Both personalization and customization offer benefits for the customer and the company, and those benefits are worth reviewing.
Personalizing and customizing make it all about the customer, using implicit and explicit data respectively. Personalization comes from previously purchased or perused items, something that an interest was implied in, and results in related items that might also grab your attention. Customization is when your interest has already been stated or expressed.
Most companies already offer some variation of these services online. Customizing your view by saying what page should be your homepage and your preferred background and font. The first thing people usually do when they get a new phone or computer is customize it. Customization is generally user controlled, whereas personalization depends on computer algorithms to create offers based on past business. Such as the pop-up window of personalized recommendations based on previous purchases.
Technology will not replace Customer Relationship Management, but will enhance it.
Previously, personalization would have been impossible in a large scale. With technology today it is easy to see previous habits to make suggestions from and who knows what future technology will bring?

It's Automatic...you know you need it

noreply@blogger.com (Mr. T) — Mon, 07 Nov 2011 14:56:00 +0000

How many peoples birthdays do you legitimately remember? I'll admit my knowledge is pretty limited to my immediate family, so thank you Facebook for reminding me of everyone else's.
How many times have you been at home, watching television, and all of a sudden you remember that you never sent out an email. You made a note of it in the system but then your phone rang and you got distracted by something else and just forgot about it. How easy is it to get caught up in your day and forget about one tiny task? A tiny yet important task that would have been easy to accomplish but instead got overlooked in the bustle of your day. Facebook might not remind you about these, but a Customer Relationship Management System might have done the task automatically.
Small things can make a big difference. Remembering little details and idiosyncrasies become increasingly complicated as your customer base grows. A system that is able to remind you of appointments and birthdays, sends emails and newsletters, allows you to see where customers are in the sales process, see their past orders and inquiries, and more can definitely offer benefits to any business.
CRM systems help you remember the details of existing clients, as well as target prospects and generate leads for sales. Companies that use CRM systems do believe their process offers better results, ranking themselves 50% better at target and qualifying prospects.
Depending on the system, it can be as simple as reminding you of your schedule to as complex as streamlining the sales process. With automation you can send promotional materials and keep track of interactions with your customers.
Most systems can be customized by their user to perform automated tasks based on outcomes. Multiple tasks can be reduced to one click of a button, saving you time and effort that can be spent on increasing business and revenue.
Automation applies technology to certain tasks and makes them more cost effective for both the businesses and customers. For example, a customer service line where you call in for product assistance. People complain about having to press one; however, pressing one allows them to find your problem quicker, assist you faster, and help more people in a shorter time. This allows the company to have fewer employees, consequently charging you less for the product.
Businesses want to keep costs low but revenue high. Using automation allows this for everyone's benefit.
Good customer relationships rely on you knowing your customer. While no customer is going to turn their back on you for not remembering their birthday, sending them a birthday card, which an automated system would do for you, can score you major brownie points. So long as you don't mention their age.

Daylight Savings Time

noreply@blogger.com (Mr. T) — Fri, 04 Nov 2011 13:43:00 +0000

It's that time again. Every year Daylight Savings Time comes and goes with people barely acknowledging it. We change our clocks and don't even think twice about the why or how this practice came around. And few people recognize the goal - to use the daylight to its maximum advantage.
But the idea of DST is not nearly as new as the term itself.
In Ancient Rome, time was variable. They adjusted their daily schedules to the sun. The same hour could last either 44 minutes in the winter or 75 minutes in the summer.
Benjamin Franklin, ever the champion of "early to bed and early to rise," put forth an article urging people to get up with the sun, regardless of time, even enlisting cannons to help in this endeavor.
An entomologist pushed for a two hour shift in time so there would be more after work daylight.
An avid golfer proposed starting the day earlier so games would not have to be ended prematurely when it got too dark out. He urged people to change their clocks twenty minutes weekly in April and October for a gradual adjustment as the days changed.
These fragments and snippets eventually culminated and, in 1916, the modern version of Daylight Savings Time was adopted. The First World War led to the implementation of DST as a means to conserve coal during war times. It was originally accepted throughout Europe and made its way to the United States in 1918.
There have been few regulations on Daylight Savings Time. Some countries participate in DST, others no longer do. Some never did and some locations never could. Some countries must adjust their time in accordance with multiple time zones. Most areas of North America and Europe observe some form of DST, while most areas of Asia and Africa do not.
In 2007 most of North America decided that Daylight Savings Time would begin the 2nd Sunday of March and last until the 1st Sunday of November. Before this it had not been regulated and cities made their own dates, leading to issues when neighboring cities kept different hours. In one instance, during a 35 mile bus ride, passengers had to change their watches seven times if they wanted to know the correct time.
North America also decided that Daylight Savings Time would go into effect at 2:00 AM. This time allows for the least disruptions in peoples lives. A minute past 1:59 becomes either 1:00 AM or 3:00 AM, depending on the season.
The original idea of Daylight Savings Time was so people would be able to make use of the time when the sun was shining. Before there was electricity in every house, people relied on fire for illumination. Before DST was enacted, people would sleep away hours of sunshine. People like Franklin encouraged others to make use of the natural light to save candles and other resources.
There is both praise and criticism for this custom. And while it isn't as relevant now as it once was, we still continue to adjust our clocks.

Customer Relationship Management vs. letting the Customers Manage the Relationship

noreply@blogger.com (Mr. T) — Wed, 02 Nov 2011 13:52:00 +0000

Semantics
The customer always manages the relationship. They decide what they want, how much they want to pay for it, when they want it, where they're willing to go for it. All the details are of the customers own choosing. There is no way they are not managing the relationship.
As a service provider, your duty is to provide a service. To make your relationship a little more even footed you may get to offer some suggestions, but as long as you can provide what the customer is seeking, you will.
Customer Relationship Management is not a product but an all-inclusive behavior and mindset that maximizes customer loyalty and increases profits.
CRM is about how you manage the relationship. And most industries mantra says let the customer manage the relationship, usually with some form of "The customer is always right"
The truth is, who ever has the money has the upper hand. They get to call the shots.
The tricky part of CRM is to look beyond the bottom line.
Communication is vital. First and foremost, finding out what your customers are looking for is the only way to find out if you are what they are looking for. Are you the best to meet their needs?
Once you decide that you are their best choice, you need to assess if they are yours. What kind of potential do they have? Do they offer a ROI? If not, look for a customer willing to bring as much to the relationship as you are. A basic of a successful relationship, regardless of nature, is that it can not be one-sided.
Finding this out early can help you both avoid entering an unproductive relationship. This should be your first priority; otherwise you'll just be wasting both of your times.
CRM supports a relationship between a business and its customers. It allows you to manage interactions with customers and prospects and use technology to organize your business processes to help you attract and win customers.
The importance of letting customers manage the relationship is obvious. People's lives involve running around constantly. While they may want what you are providing, they want it on their time. For example, my preferred supermarket is open 24 hours a day. It doesn't matter what time I want something; I know that I can get it.
Find the best way to empower your customers and let them define the [shopping] experience.
Letting customers manage the relationship empowers them. It shows that you realize the demands they are under, and that you are willing to respect that and them. And that's all any one's really looking for.

Tradition Becomes Our Security...

noreply@blogger.com (Mr. T) — Wed, 26 Oct 2011 15:11:00 +0000

...and when the mind is secure it is in decay.
I don't like the word traditional. I don't know why but it hits a nerve with me, it just sounds so old. Don't get me wrong, I love traditions. But something about traditional just bothers me.
Use of traditional methods in business should be forbidden. Traditional methods make me think of doing things the way my grandparents did them. And while there is nothing wrong with their method, as times change and new tools emerge, why would our methods remain the same?
In a constantly changing world, isn't staying traditional akin to negligence?
Luckily for me and businesses, traditional is out. The next generation, par for the course, is bringing new methods and techniques.
Tradition is a guide, not a jailer.
Businesses that once were cutting edge become complacent and don't see the necessity of staying current. It's probably time for you to re-examine and see what new tools can be used to help your business grow.
Is a Customer Relationship Management system right for you? Probably.
The main purpose of a CRM system is for organization. It will not pull your business around and fix every problem, but it will help you to recognize them. CRM systems help you stay on top of your businesses needs. Most businesses can benefit from a system designed to keep things from falling through the cracks.
In deciding on a CRM system, really assess your business. Know your strengths and weaknesses. You need to know what processes work and what doesn't. Those that work should be preserved. The ones that need to be replaced are a good indicator of what you should look for in a CRM system.
The major CRM killer, like any other implementation in business, is adoption. It requires workers to change their processes and no one likes change.
There are guidelines that make necessary changes easier.
Be constant. You cannot let the rules change, or lapse. You must enforce them equally and constantly.
Discuss new ideas before making a decision. Find out what everyone affected thinks, and rather then squashing the naysayers, find out why they oppose the changes. Educate on why you support your ideas, but be open to theirs as well.
Do your research. No policy was ever effective overnight. Recognize that the change will be gradual and yes, they will be lapses. You must be prepared to deal with these lapses and come back enforcing your policies even more.
Know when to quit. If you have a ten step plan, be happy with the first five. You can work n the other five later, but too much at once can overwhelm and make your changes less likely to work.
When your argument for following a specific procedure is "that's how we've always done things," it's time to re-examine.
In a constantly evolving world, your methods need to keep up. Darwinism says survival of the fittest. The fittest is merely those most willing to evolve.
Everything has its place; milk in the fridge, money in the bank, and traditions in your holiday celebrations.

Think before you speak. Or Update.

noreply@blogger.com (Mr. T) — Tue, 25 Oct 2011 15:18:00 +0000

One of the great things about the digital age is how readily information is available.
One of the worst things about the digital age is how readily information is available.
When a friend died, I did not hear about it in a traditional way. No phone call from a friend or family member. I got a text from someone who was questioning something they had seen on a networking site.
Hearing about a friends' death is never going to make your day better. It isn't really common sense to figure that out, nor does it take a rocket scientist to recognize (to me at least) the insensitivity of making an ambiguous statement minutes after his death.
In the days of Emily Post, she was considered quite the epitome of etiquette. Any questions of place settings, social passes, or invitation wordings were well in her wheelhouse to answer. In the online community we have yet to firmly establish the "do s and don't s," especially for a generation that relies on it as a source of information more than actual news resources.
It seems like it is becoming more common to share news on social media sites, but maybe it's because I am at an age where most of my friends are getting married and having children. But having good news come up in your news feed to smack you in the face doesn't ruin your day.
I recognize the pluses of using social media to spread news. If I want 300 people to know something, I post about it. And that is exactly what I think about with every status I make and every picture I post. I am in no way the queen of sensitivity, but after having incidents with posts, I think about the people who will see what I say and what consequences that may hold.
Social media is a source of entertainment. It is an enjoyable way to pass some time. I do not hold a great deal of truth to it, but some people do. Considering the fact that I can post ANYTHING online, I recognize that other people can as well.
Once they post it, it is out there for just about anyone to see and even use.
I don't think that most people really recognize the power social media has. People don't often think before they speak. This can be dismissed as hearsay, but what about when people are communicating through means that are provable?
When I had threatening texts from an ex, a police officer told me that if I had contacted officials sooner, the ex could have faced charges. He had texted me from another person's phone, and that person could have ended up facing charges as well.
Although we have freedom of speech, where does maliciousness fit in? For example, the teacher in New Jersey that made anti-gay remarks and is now facing possibly being fired? As a person in a position to influence peoples lives, her comments were thoughtless, but is she not entitled to her own opinion?
One of the great things about the digital age is how readily information is available.
One of the worst things about the digital age is how readily information is available.

Big Brother Is Watching You

noreply@blogger.com (Mr. T) — Fri, 21 Oct 2011 14:06:00 +0000

I am not a big conspiracy theory person. If the government says we landed on the moon, I buy it. It doesn't make much of a difference to me if Mr. Armstrong's steps were taken on the moon or on New Mexico to be honest.
Yet Big Brother might be watching after all.
At a recent party a friend had a good time and got very drunk. His behavior was not appalling; he did not start any fights, talk lewdly or crudely, and was better behaved than some of the people not drunk. A picture of him in his drunken stupor was posted online.
This man is a highly intelligent college graduate with a lucrative career in a well known financial company. His work is exemplary, yet could this holiday celebration haunt him?
As of 2009, 45% of prospective employers admit to checking out prospects social networking activities, also admitting that information discovered surreptitiously may be a factor in choosing who is hired.
On a lark, I searched for myself online. I saw three social networks I subscribe to, an article about a car accident I had, and a reference to my gaming license application. If an employer were to see this, how would they interpret this information?
One network site was completely private; you could only see a photo of me from four years ago. On another you could see some information, including political and ethnic groups I had joined, and cinematic preferences that may or may not make me look like a four year old. The last one you were able to see the media I had downloaded for my cell phone, which might enforce the idea of me being childish.
I understand wanting as much information as possible about prospects to make a well informed decision, but I do not think that any of the information gained here would be relevant to my ability to do a job. If you interview me and find I am qualified, seeing a picture of me holding a drink should not be a deal breaker.
In 2010 a software program was released that automatically monitored employees social networking activities. While the product is marketed as a means to monitor whether employees are releasing confidential information or wasting company time, is it possible that is all that will be noted? I find it hard to believe that if I were to post about being at a party all night, you aren't going to raise an eyebrow at me stumbling in the next day.
I recognize why companies would want to see if people were wasting company time doing these activities or badmouthing the company online, but these behaviors are probably not limited to social sites. If a person is tooling around online for the majority it should be evident in their work.
While I recognize that any information that is put online becomes "public," I argue that public is not the same as professional.
The real question goes back to deal breakers. If you were to see on a prospects page that their political views were opposite yours, would that be a deal breaker? Would someone with firm religious beliefs want to hire an atheist? With so much information readily available, what's to prevent discrimination from playing a part in your hiring decisions?

I Alway's Feel Like...Somebody's Watching Me

noreply@blogger.com (Mr. T) — Wed, 19 Oct 2011 13:56:00 +0000

With every new frontier come new obstacles. The fact that we couldn't breathe on the moon was not an issue until we decided to go for a walk on it. Before that, who cared?
Technology is an exciting yet scary field. It creates as many questions as it answers. Watching shows like "The Jetsons," set in the near yet oh-so-distant future year of 2062, one couldn't help but wonder, is that really how we are going to live someday? Some of it was fun, some scary. Some had you (or at least me) anxiously awaiting flying cars. Others just made me anxious.
We still have fifty years until we will be flying on those highways in the sky, but there have been a few advancements.
The good, the bad, and the creepy
On a dreary night you find yourself sitting alone at a restaurant, waiting for a friend. Your phone goes off, one new message. Thinking it's your tardy friend, you read it, but instead, it's Facebook. You have a new message. You look at the person's profile. No mutual friends and they don't look familiar. You rack your brain but nothing comes to mind. Finally, you respond to their innocuous message of "how are you?" with a "who are you?"
A moment later you get their response. Look two tables over.
It isn't the start of a horror movie, though my creepy senses are tingling. Instead, with advancing technology, it is an entirely possible reality.
Thank you technology. This is what we have needed.
With off-the-shelf facial-recognition software and Facebook, a university researcher was able to correctly identify 30% of foot traffic at the university. While 30% is not that large of a percentage, it's still enough to be disturbing.
Facial recognition software can help you find doppelgangers of yourself online, see predictive images of you at various ages, or identify passers-by on the street.
Minute changes in light and orientation reduce the ability to identify people. Little details, like sunglasses or beards, can cause a misidentification. Therefore, this software is not effective enough to be used to recognize people for security purposes, but it has been proven pretty effective in matching people to their online dating profiles.
We are at a point where technology allows one out of four people to be identified by their photo alone to a perfect stranger. How many photos have you been accidentally a part of, a face in the background? With cell phones, how many people could take a picture of you?
So, the question is, is the juice worth the squeeze? Is this new frontier worth these new obstacles? Is the lure of technology worth the information it reveals?

Cyber Awareness

noreply@blogger.com (Mr. T) — Thu, 13 Oct 2011 13:58:00 +0000

Who deduced that a study was needed to find if there has been an increase in cyber attacks? Cyber fraud is going to continue to increase as our world moves more and more to cyber dealings. Fifty years ago there was no word for cyber attacks. Now the number increases yearly.
While this opens new fields for criminals, it also creates new jobs for businesses as well. The heightened concern for you cyber well-being has presented an opportunity for vendors that are able to address data protection issues.
Since 2004 October has been National Cyber Security Awareness month. There is a cyber war underway. The frontier is digital, and the weapons unknown. The malware currently available is stealthy, allowing cyber criminals to perform fraudulent transactions without actually attacking a site, making them hard to detect until after the incident has occurred. There are two types of organizations, those who know they've been attacked and those unaware of it yet.
The biggest concern is not the breach itself but what comes out of it. Once Pandora's Box has been opened, it's hard to know what has come out.
Then, not only do you have to worry about someone gaining your information fraudulently, what about when you give them access without realizing it?
Who reads user agreements? Not this chick. I check yes and move on. Who knows what I am agreeing to?
A television show recently scoffed a user agreement and the dire consequences that came about by simply checking yes. I doubt the real-life consequences are as drastic as the ones portrayed, but what are they?
OnStar recently received notice because changes in their privacy policy state that people have to specifically ask for the connection to be turned off when their service is canceled. If not, the automobile may continue to be tracked and OnStar reserves the right to share any data collected. Although the data is tracked anonymously it has been proven possible to re-identify it. The information, collected to study traffic patterns, also appeals to insurance companies, divulging speed, seat belt usage, and air bag deployment.
When you start making stipulations, such as specifically asking or not asking for something or making passwords capital letters, lower case letters, and numbers, is when you start making it difficult. In trying to make it hard for other people to get into my account, you make it hard for me instead.
Security is a double-edged sword. People want security, especially once there is an issue, but they do not want it to be a hassle.
People become complacent with the idea that nothing is secure. Keeping personal information secure is worth the effort. I would probably make more of an effort it I didn't feel that you screwing around with my credit can only improve it.

What Can Be Gained By Change?

noreply@blogger.com (Mr. T) — Tue, 11 Oct 2011 13:56:00 +0000

I worked in a retail company for three years. During my tenure there, the CEO retired and passed his legacy onto another. No sooner had his new business cards been made was he changing company policy. Although I recognize the need for change, and urge it under the right circumstances, change for changes sake is wasteful.
One initial plan was buying more properties and expanding existing ones, a good plan in theory but in actuality was not very well thought out. One of the new sites was only about five miles from an existing store, the store I worked at. After the novelty of the "new" store wore off, people came back to the "old" store. they were not impressed with the "new." Within five years, most of the new stores had been closed.
He extended business hours and cut holiday bonuses, switched vendors and consolidated departments, all with little knowledge of what the customer base wanted. He pinched pennies and lost both employee and customer support. In the end, it cost him his job. The company is still recovering from his brief flirtation with authority.
Too often companies make changes that are impractical. Often, CEO's with no day-to-day knowledge make decisions that, although intended to help streamline, actually make things more difficult.
Not all changes end so disastrously though. Almost twenty years ago, a group of people got together in a religious organization. They wanted a more contemporary option with more involvement. They were a small but adamant group and took every baby step they could in the hopes that their success would open more doors for them. They have since grown to the point where they have changed policies, but only after much deliberation.
The difference between these two instances was simply one group was focused on their customer base. One made decisions based on their bottom line, the other on the people involved. One failed while the other not only survived but thrived. The main point in Customer Relationship Management is managing relationships with your customers. If you can do that, the rest will fall into place.
When you know what your customers want, change can be a wonderful thing. It can make or break your business, but there is considerably less of a risk when you are aware of what needs changing and what is superfluous. Even baby steps will help you move forward, with a limited amount of risk at a time.
Change is scary. I will be the first to admit that. Yet stagnation is deadly. The question isn't what can be gained by change but rather, what is risked without it? Everything has a shelf life. Policies, technology, and bread.