Singapore Executives Forum Customer Centric Strategy

Being a member of Executives Forum you would know employee job satisfaction is one of the key goals of all successful companies. Happy employees are more loyal to the company and its vision. They go the extra mile to achieve company goals.

Dissatisfied workers experience lower productivity in the workplace, poorer performance, more job stress, and higher turnover rates. Moreover, low job satisfaction can result in low morale and low loyalty to the company itself and to any outside Executives Forum.

Job satisfaction is defined as the extent to which employees feel self-motivated and satisfied with their job. Employee satisfaction covers the basic concerns and needs of employees, and is essential to the success of any business. Job satisfaction is a combination of intrinsic (kind of work) and extrinsic (working condition) factors. Salary, promotion, work-life balance, recognition and appraisals are important factors to be considered in employee satisfaction.

10 Ways To Encourage A Healthy Work-Life Balance For Employees

Make strategic decisions to create a culture of engagement and satisfaction. Engaged employees have a strong sense of purpose and leadership. They add value by pushing limits, driving growth and innovation. Employee satisfaction is one of the key metric that can help determine overall health of an organization, which is why many organizations employ regular surveys to measure and track employee satisfaction over time. As a Executives Forum you would understand that this is one way to assess whether your team is happy and engaged at work. It is critical for employee retention. Sadly, CulturalManagement has observed that this has decreased significantly over the past twenty years.

At CulturalManagement we guide you on how to easily collect and understand employee feedback to create an action plan that works. Few ways a company can improve employee job satisfaction:

  • Provide a positive working environment.
  • Rewards and recognition.
  • Make work-life balance a priority.
  • Develop skills and potential of workforce.
  • Create open and honest communication channels.

There's an old supply-chain saying that goes, 'A vendor gives you the best 'deal,' while a strategic partner gives you the highest quality at the lowest cost.' This adage sets the stage for this article on Strategic Supplier Relationships ('SSR') also known as Supplier Relationship Management ('SRM'). SSR is defined as a comprehensive approach to managing the interactions and communications between an enterprise and its suppliers. The goal of SSR is to effectively streamline and make more efficient the communication and interaction between an enterprise and its suppliers. This is accomplished through increased process efficiency related to the acquiring of goods and services, the managing of inventory, purchase order processing, and the management of materials. The benefits of SSR are lower costs, less administrative burden, increased productivity, and a more integrated supply-chain. With margins within the food industry being squeezed, it is ever so important to manage COGS (cost of goods sold) aggressively, thereby increasing profitability. The objective of this article is to shed some light on how SSR might reduce costs and administrative burden, while increasing margins. There are well published examples of companies using SSR to enhance the strategic relationship between buyers and suppliers. In essence, SSR can be accomplished by following these rules of engagement:

1. Carefully evaluate and choose strategic suppliers. When choosing a strategic partner, be sure to take a close look at their business, including such things as:

- Financial stability (D&B)

- Client references

- Proximity to your network

- Management depth

- Years in business

- Use of technology (EDI)

- Cultural fit

2. Develop a clear set of expectations. Before signing an agreement with a supplier, be sure there are clear rules and expectations, including specific tasks you demand them to accomplish. There must be clear roles and nothing must be left to interpretation in terms of responsibilities.

3. Define goals and performance targets. Specific key performance indicators (KPI's) must be developed and tracked to compare suppliers and keep them on track. KPI's such as on-time delivery, expected lead time, freight terms, etc. must be included in a quarterly report-card for each supplier. When setting targets for performance, use the SMART method for developing goals. Each goal must be:

Specific,

Measurable,

Attainable,

Realistic, and

Timely

4. Monitor and rank supplier performance. It's always a good idea to use a scorecard to monitor supplier performance. Additionally, ranking suppliers from best to worst and sharing this data will go a long way to improve performance (nobody wants to be at the bottom of the report).

5. Conduct annual reviews for continuous improvement. Finally, be sure to meet with your suppliers to solicit ideas on how to improve productivity, reduce administrative burden, increase the use of technology, and lower costs.

Conclusion

A comprehensive strategic supplier management program will result in a significant reduction in administrative burden, lower cost of goods, and ultimately, improved profitability. The first step is to establish the baseline of existing suppliers in terms of volumes, frequency, and costs. Next, develop a clear set of expectations, goals, and key performance indicators to monitor quarterly. Finally, be sure to meet with your strategic partners frequently to pick their brains about ways to improve productivity or reduce costs. Additionally, be sure you spend some time teaching your suppliers about the culture at your company and the strategic plans for growth. When taken seriously, the steps outlined in this article will not only improve supplier relationships and lower costs, but will also have a positive impact on profitability. So, remember, vendors are things of the past; strategic partners are what make a difference!

Best Recruitment And Selection Process

The basic concept of Vendor Management is to "Manage your vendors or they'll end up managing you!"

Summary - A bold change of initiatives and an efficient use of database are the keys to successful Vendor Management. This offers a complete view of vendor activity and performance that is crucial for an efficient and cost-effective project. It helps in delivering a flexible, cohesive platform for enabling, engaging, and evaluating your suppliers. Though there are no permanent solution/fixes for enhancing performance, one can take specific steps to maximize effectiveness.

Often, we draw upon our experience to handle basic problems in vendor management. This white paper lists these basic problems which an organization might face if it outsources work to vendors. Once this paper is through, you can prepare a comprehensive checklist that will help you in getting the best out of your vendors.

Vendor selection

The important thing is to figure out which vendors must be 'managed,' and which ones do not need 'management.' This might sound like an absurdity, but there is some truth to it. For instance, companies might monitor purveyors of office supplies for best prices and basic service requirements, but a deeper relationship is essential for strategic vendors who will deliver eLearning modules or content, on time and at the right cost.

A crucial step is to choose the right vendor. Begin with shortlisting vendors who have worked on similar projects and have a good track record.

Finding talented and efficient vendors at a reasonable cost can be challenging.

The implementation process begins long before the vendor is selected. The specifications should include the optimum rollout approach, with key dates and implementation success criteria. The entire process, from specification development to implementation, must be handled along formal project management lines. From the outset, there must be a Project Board that will undertake to do vendor evaluation. This Project Board should also have overall responsibility for the implementation of the project, otherwise all the knowledge gained-and decisions made-during the vendor selection could well be lost.
The Project Board should consist of perhaps no more than five managers who have the most to gain and, therefore, will take a keen interest in the project. Almost certainly, there should be representation from Personnel/Human Resources.

Once you have found several technology-based vendors that interest you, gather as much basic information about them as you can. Visit their Web site, interact with them and review their work.

Once an initial short list of perhaps four to six vendors has been developed, the first task is to compare the different approaches from these vendors and finalizing on the best possible option. A mandatory criteria is the budget and the confidence the vendor has in meeting implementation dates. What you should be looking for is the way the vendor communicates an understanding of your requirements and how these requirements will be met, as well as the way in which the vendor team members deal with questions from the Board. One of the selection criteria can be-do you feel comfortable with the vendor team?

Some other key considerations are:

o Experience: How many projects have they completed that are similar in size, scope, or content to yours?

o Strength of Company: Do they have the financial resources and staff size to complete your project and maintain it in the future?

o Quality of work: Have they received professional awards, published articles in trade magazines, or otherwise been recognized for their work?

o Resources: Does the vendor have full-time, on-site staff for all critical project tasks?

According to Sue Welch, CEO of Trade Stone Software, a developer of global sourcing and supplies systems in Gloucester, MA, "Wherever possible, provide value to your vendors when you are asking them to adapt to your business needs and requirements," she advises. "For instance, if you want electronic invoicing, offer incentives such as prompt payment or instantaneous audit that can auto-correct invoice discrepancies before submission."

o Determine how well a vendor will solve problems on your project. This is never easy. After all, any vendor will tell you it has excellent problem-solving skills. Here are a few questions to ask prospective vendors that will help to let you know how well they can really deal with problems:

1. What are the problems that you have come across while working on similar projects in the past?

2. How did you deal with those problems?

3. Did you manage to finish your project on time?

4. Were you able to complete your project within the sanctioned budget?

o Value addition -- Look for vendors who think beyond their assignments and can add more value to their projects. What you don't want is someone doing what they're told to do, just because it's a part of the Media standards.

o Develop a Triumph Relationship with the Vendor

We don't want to wield a big stick to beat up vendors, but we want to create relationships that allow both parties to work successfully in the long term. Creating a triumph relationship with the vendor is mandatory for good results.

Here are some tips for creating a positive relationship with vendors:

Tip #1: Proposal Process

o The Request for a Proposal is detailed in its specifications.

o Along with prices, proposals specify the quantity and quality of the media, interactivity, and content.

o A winning solution is judged on the quality of the firm's work, strength of the company, dedication to customer service, price, and quality of the proposal, itself.

Tip #2: Only one Point of Contact:

There should be only one point of contact who coordinates between you and the vendor - the Project Manager/Project Lead. Though each project has assigned team members, miscommunication becomes likely when several individuals are talking with different levels of each organization. For example, if the client is experiencing a technical glitch or bug, it might make sense for the client's technical support personnel to speak directly with the vendor's most advanced programmer. However, the project manager from the client and vendor should participate in this meeting or phone call to make sure that prior commitments or expectations are understood, action items agreed upon, and timetables are set.
This will help in filtering right and clear information.

Tip #3: Regular evaluation through progress meetings:

Following this simple checklist will help improve teamwork on a project. The vendor should be reviewed at regular intervals so that all the problems are solved at the initial stage. One can meet once or twice a week on a project at the given time with the vendor and discuss the project status. It can also include regular phone calls with the vendor and client. During these meetings, one can review the projects and make changes if required. Also discuss the next step and an update on the schedule. In-between, one can also make frequent calls to the vendor to re-check if the vendor needs any information and that everything is on schedule. This keeps the project moving smoothly.

Tip #4: Updated Project Report:

Regular updating of the project schedule should be maintained. The report can be a simple chart that is frequently updated so that one is aware of the missed deadlines or early deadlines. This will allow you to plan at an early stage so as to overcome delays. As you act as a mediator between the client and the vendor, you should add a buffer before quoting a timeline to the client.

Tip #5: Try and make all revisions on the prototype:

The prototype is a working module that includes the major sections of each step in your project. We should try and work with this prototype, get the initial approvals and refine the look, the feel, and the usability of the interface. Examine, test, change, and ultimately approve the colors, fonts, menu structure, location of the navigation buttons, and interface metaphors. The interface should be approved and locked-in before a significant part of the script is completed so the writers will have an accurate sense of screen space while allocating text and specifying graphics.

Tip #6: Make all content revisions in the script:

After the prototype, the next major step from the production team is the script or storyboard. It is very important to review the words, pictures, and sounds that will appear in the final program. Many clients give only a cursory glance at this document and then end up requesting substantial changes after the content has been implemented. It is very time-consuming and expensive to change content after it is implemented in the program. Unless there are obvious typos or mistakes in grammar, revisions to content after it is implemented should be avoided.

o Improved Vendor Performance -- Transparency of the project between you and the vendor is very crucial. It also helps you discover how to create and leverage opportunities to improve vendor performance.

o Get what you pay for - It is very important that the vendor delivers the product/quality that was agreed on and is your requirement. The above tip helps you achieve it.

o Just to remind you -- never accept vendors at face value. Analyze and test them at your level to build a positive business relationship.

o Also recognize that while you expect value for the money you spend with a vendor, the vendor is also in the business to make a profit and has to cover overhead expenses that may not seem obvious to you or your staff. Always let your vendor know you are interested in a mutually profitable relationship.

o Use your vendor representatives as a resource for information and advice. However, be respectful of the time the vendor's representative spends with you. Remember that time is money for both of you.

o Listen to your vendors -- Companies may be wasting their energy if they put specific segments of their business out to bid. Instead, Verticalnet's Habig suggested that better strategic results are achievable when companies let their vendors bid on the parts of their business that they want the most.

Highlights of Vendor Management:

o Helps streamline, simplify and standardize your workforce processes

o Allows you to increase vendor quality, and helps you make better-informed workforce decisions

o Enhances efficiency and helps you manage risk

o Reduces costs by helping you lower vendor rates, eliminate maverick spending and manage headcount to budget

o Lets you focus on strategic human resource functions without the headache of managing E-learning modules/application

Vendor Management enables you to maintain a preferred list of clients, vendors, and suppliers to ensure successful relationships. A well-orchestrated strategy of cost management, working-capital management, and technology-driven productivity will make your business run smoothly.

Continue reading “Singapore Executives Forum Customer Centric Strategy”

Chief Marketing Offer Consumer Motivation

Work-life balance as a Chief Marketing Offer is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Chief Marketing Offer from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Vendor Management

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Team Building Workshop

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

Surviving the Recession

Savvy network marketer and other home based business owners know that just because consumer spending habits change doesn't mean they still won't spend that money. The trick to marketing in a recession is to understand how the consumer behaves in times like these. Keep reading and I'll explain a little about the factors affecting consumer behavior that can help you get better leads and more profits.

Characteristics Influencing Consumer Behavior

It is always important to understand your targeted consumer but never more so than during tough financial times. Marketing in a recession carries with it a new level of complexity. Consumers are much more careful about where and how they spend their money.

If you are going to win over those leads, you'll have to deepen your understanding of them and know what their concerns area. Use this information to tailor your USP (Unique Selling Proposition) to one that will provide solutions to their problems and concerns.

Four Main Elements of Consumer Behavior

Cultural factors play a very big role in consumer behavior. Social class, buyer behavior and subculture elements each go into determining the ultimate behavior of the consumer. During times of economic hardship, a good approach here is to first identify with the consumer on their individual social class perspective. For example, middle class families in this country are experiencing a credit crisis unlike anything they've ever seen.

Social factors are another element to a consumer's purchasing habits. What their family status is, what roles they take on both in their family, job and community will affect how they spend. Try to determine the familial role of your leads, are they the decision makers? Market to them by showing them how your business, product or service can benefit the lives of everyone in their life.

Personal elements such as age, occupation, lifestyle and personality all play important roles. Try to group their personality into on of four types: care giver, money driven, social butterfly or analytical thinker and tailor your marketing approach to their specific personalities.

Finally, there are psychological factors at play here as well. Motivation, perception, beliefs and attitudes can all affect a buyer's behavior. This is where it is most useful to take a preemptive approach in defining all the benefits of what you have to offer.

It Takes Practice

If you are new to the study of consumer behavior because you want to improve your results in marketing in a recession, this may take a little practice before you can master it. As you go through your day, think about these factors and observe those around you. With a little practice this process will become almost instinctual and can really improve your business' results.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

The Consumer Power And Brand Strategy

Importance Of Resilience In The Workplace

Empowering employees like Chief Marketing Offer to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

What Does it Mean to be Customer-centric?

To have the customer's best interests as the focus of your attention - not to be pre-occupied in your own interests at the customer's expense.

To do this, you need to:

(1) Really know the customer in order to anticipate their best interests.

(2) Differentiate between primary and secondary motives.

Customer-Centric Primary Motives:

Making it easier and nicer for the customer to get and use solutions.

Self-Centric Secondary Motives:

Building revenue and profit through new product development, word-of-mouth, etc.

There's a myth that talking often to your customers (sales, service, surveys, etc.) means you're customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors.

Gap in Desired Versus Actual Customer-Centricity

Half of companies say they're extremely customer-centric, but when customers of those companies were asked, only a tenth of them said those companies were extremely customer-centric. Why is there such a huge gap? When you think about who makes business processes and policies within a company, it's usually the workforce that doesn't interact directly with customers. Three-fourths of companies say that customer experience is not well defined and communicated within their company. Half of companies say they have fair or little knowledge of customer demographics, behaviors, psychographics, and transactional histories. Less than a tenth of companies say they have excellent knowledge of customers. Three-fourths of companies say their employees aren't well versed in how to delight customers.

Ways to Really Know the Customer

This represents an opportunity for those who work directly with customers to share valuable stories and facts with the rest of the company, to help the entire workforce live up to their brand promises. We usually think of marketing, sales, and customer service as outward-facing, with only outbound deliverables.

Yet, if a company is customer-centric, then concentric circles around the customer mean that marketing, service and sales are the natural conduit for helping the rest of the company - engineering, finance, human resources, production, operations, technology, safety, accounting, etc. - understand their impact on customer experience and customer profitability. Three-fourths of marketing groups say they don't influence the customer service function ... so you can imagine how much influence marketing has on the rest of the company!

Customer-facing professionals can sensitize the whole company toward the customer's plight and priorities:

(1) Make sure customer stories reflect the customer experience spectrum.

(2) Use creative ways to share customer stories:

- Intranet
- Internal newsletters
- Bulletin boards & posters
- Lobbies, break rooms, war rooms, conference rooms, cafeteria
- Staff meetings

(3) Involve organization in learning and adapting their mindsets - this is the organization-wide journey guiding everyone on managing their personal impact on customer experience, called internal branding

Return on Investment

Your company makes huge efforts and investments in communicating your value proposition, which is the brand promise that shapes customer expectations. A corresponding investment - at least in energy and scrutiny - makes sense for ensuring the brand promise is indeed delivered. Customer satisfaction occurs when the customer's experience meets or exceeds their expectations. Trust - being true to the brand promise - is biggest the biggest factor in building a customer-centric culture that maximizes customer profitability.

Note: statistics from CMO Council Customer Affinity study and Peppers & Rogers Customer Retention presentation.

When a Chief Marketing Offer spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

CIO Jurong East Customer Centric Selling

Work-life balance as a CIO Jurong East is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of CIO Jurong East from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Vendor Risk Management

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Why Customer Centricity Is Important

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

Deciphering consumer's behavior is the biggest challenge before the manufacturing companies. The success of any product and service largely depends on the consumer's response and behavior. There is no set test to analyze consumer's behavior. The behavior of consumer is affected by several factors and these factors directly indirectly influence the buyer's behavior. Many scientific methods are followed by the companies to analyze the consumer's behavior.

Consumer behavior is exposed to various factors and these factors directly and indirectly influences a consumer's decision in choosing a particular product. A factor such as motivation, learning, and perception great affects consumer's decision. There are several outer factors such as culture, environment as well.

Companies are spending millions of dollars to examine and analyze the consumer's behavior so that they can design and develop a suitable product for the consumer class.

Earlier it was believed that creative advertisements with the catchy lines have the power to affect consumer's buying behavior but the latest experiment does suggest that environmental cues can influence what you like and buy. According to latest research creating a link between a product and something in the environment will surely motivate the consumer to give a second thought about the products and buy it. Though it cannot be generalized but research has shown that establishing relations between a product and something from your outer world will increase the probability of buying a particular product.

One cannot deny the role of social norms and social factors in affecting consumer's buying behavior. The popularity of brand name attracts people and people often prefer branded product and trust brand name instead of local product. Buying and supporting a brand name give social acceptance. People often go for big brands and latest hot trend while purchasing apparel clothing and other items. The cultural value of the society also effects consumer's buying behavior. Companies are paying close attention to advertising and they are trying to inculcate the socially acceptable factors in their advertisement to make it more appealing and influencing.

Man is a social animal and we have a tendency to discuss and exchange views on several topics. For example, if the product is visible as clothing, shoes, car etc., the influence of reference groups will be high. Reference groups also include opinion leader (a person who influences others by his special skill, knowledge or other characteristics).

People mostly shop with friends and family and the role of family member is crucial in deciding the final purchase decision. If someone is shopping for apparels, clothes or other items the suggestion of husband, wife or kid will play important role in finalizing the deal. Here we should note that the purchase of roles change with the changing lifestyles of consumers.

• Roles and Status

When we analyze environmental factor in influencing consumer's buying behavior we cannot ignore the role and status of that person, purchasing decisions will be influenced by their role and status.

Lifestyle

Customer's lifestyle is another factor affecting import purchasing behavior of consumers. Lifestyle refers to the way a person lives in a society and express things in their environment. It is determined by the client's interests, opinions, etc., and activities shape their whole pattern of acting and interacting in the world.

A human behavior is highly influenced by the culture and subculture he lived in. Factors like religion, nationalities, and geographical regions affects human behavior. Marketing strategist pay special attention subculture factors while creating advertisement so that it could influence the customers' behavior in a positive way. An advertisement contradicting the accepted norms and standard will not produce the desired result. A good analysis of the subculture will help the marketer to design a product according to the needs of a person residing in a specific geographical location.

The consumer's buying behavior is open to several factors including environmental factor, social factor, personal factor, psychological factors. Marketing strategist and product developers are paying close attention to these factors so that they can come up with the right kind of product and improve the sales of the products.

Consumers for retail goods go with family or friends. I would like to bifurcate as - personal goods such as clothing, cameras, PCs likewise a consumer go to buy along with friends. White goods like refrigerators, Air conditioners the consumer would like to take along family members.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

The Role of the Purchasing Manager

20 Effective Ways To Increase Awareness Of Your Brand

Empowering employees like CIO Jurong East to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

Abstract

During the marketing classes we all have heard about the four 'P's (Product, Price, Place and Promotion) which is also known as the marketing mix. It has always been the best parameters to control the internal as well as external constraints of the marketing environment.

In today's hypercompetitive world, the four P's are no longer an effective model to penetrate and exist in a market. Through the power of mass media, channels and technology, the control has slowly shifted from marketers to consumers. This is where 'customer-centric marketing' comes into existence which is now considered as the new model for marketing effectiveness.

Customer-centric marketing

According to Chaffery1[1], "Customer-centric marketing is an approach to marketing based on detailed knowledge of customer behavior within the target audience and then seeks to fulfill the individual needs and wants of customers." It centers on the needs and wants of the customer, and not about what the marketer or seller wants a customer to buy. Thus by understanding the needs, wants and problems of the customer, businesses could gain direct insight into them and build a mutually beneficial relationship and rapport. Understanding how a customer or prospect is engaged with the brand and then tailoring resources, products, services, and communications to reflect their engagement level demonstrates a customer-centric business approach.

Thus;

• Customer-centric approach is more like creating relationship sales by understanding your consumers as opposed to product or promotional approach.

• It focuses more on the satisfaction and mutual relationship with the consumer

• Communication becomes an important factor to get regular feedback from consumer

• Will be investing on potential consumers thus avoiding vain investments on low potential customers

• Sales will be generated as a result of a solid relationship, listening and problem solving

• Consumer information will be integrated across marketing, sales, and service departments

• Integrated mass and direct communications with the customers will be made regularly

To help frame a customer-centric strategy, Forrester[2] has identified five key dimensions which marketers must focus on:

1) Establish a customer-centric marketing culture;

2) Rethink business processes;

3) Create a centralized view of the customer;

4) Use analytics to drive customer communication; and

5) Invest in a consistent measurement framework.

Why companies should change to customer-centric approach?

There are many benefits by switching to a customer-centric marketing approach and adjusting marketing practices to deliver relevant messages through multiple channels.

• The first reason would be 'an improvement in selling and experience' as there are no sales tosses

• Least expensive marketing program and improved referrals

• Marketing investment will be better aligned with customer profit potential

• Increase in profits through customer loyalty. Customers will buy over a long period of time

• Lasting business relationship

• Raises awareness and optimizes appeal

Conclusion

A comprehensive view of the customer helps marketers to deliver productive customer experiences, support marketing measurements, and drive new business opportunities. The first step towards greater profits is to recognize that company profitability is driven by customer-level profitability. Long term investments in the right customer base will definitely help businesses to position themselves to prosper and succeed.

[1] Chaffery, Dave. 2008, Customer centric marketing definition, from; http://www.davechaffey.com/E-marketing-Glossary/Customer-centric-marketing.htm

[2] Source: Defining an Enterprise wide Customer Contact Strategy, Forrester, Research, Inc., October 22, 2008.

When a CIO Jurong East spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

IT Consultant Paya Lebar Team Building

Work-life balance as a IT Consultant Paya Lebar is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of IT Consultant Paya Lebar from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Benefits of Web-Based Supplier Relationship Management Systems

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Consumer Behavior Model And Research

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

It's easy to be ethnocentric about customer-centricity! Enthnocentrism is the tendency to look at the world primarily from the perspective of one's own culture. How often do we view customer experience, loyalty, word-of-mouth marketing, and customer care from the perspective of our own company culture? I'd venture to say "too often"!

In the name of customer advocacy, we tend to have a number of exciting customer relationship-building programs in place: advisory boards, user groups, reference programs, satisfaction surveys, experiential marketing, personalized customer communications, and much more. These are indeed useful efforts -- but their usefulness is exponential when we put aside ethnocentrism for true customer-centrism. The key is in examining our motives.

Ethnocentric Customer Advocacy

Inside-out advocacy seeks to build customer relationships through these primary motives: design new products, obtain new customers, up-sell and cross-sell current customers, determine employee bonuses, and so forth. These motivations are ethnocentric because they are essentially self-serving. Sure, the customer may benefit along the way, but the focus is foremost on company revenue. With this focus, the benefits to customers are short-term at best. And the company's outreach efforts must be constant to keep the wheel moving.

True Customer-centric Customer Advocacy

Outside-in advocacy seeks to build customer relationships through these primary motives: make it easier and nicer for customers to get and use the solutions we offer. With those primary motives securely in place, secondary motives may include: design new products, obtain new customers, up-sell and cross-sell current customers, determine employee bonuses, and so forth. The company will certainly benefit along the way, but the focus is foremost on customers' ease. With this focus, the benefits to customers are long-term and self-sustaining. By making it easier and nicer for customers to get and use the solutions we offer, our ambivalent customers are more likely to migrate to brand enthusiasts, positive word-of-mouth accelerates, and both revenue and profit growth are sustainable in an almost auto-pilot mode, relative to the ethnocentric motives scenario.

Waste of Inward Focus

An executive once told me he'd be glad if his company had only manufacturing and sales functions -- just the bare minimum to make and sell solutions for customers. He was really commenting on the excessive inward focus and waste that tends to occur in companies. Certainly, customers expect additional services around the solutions they buy: safety, quality, financing, upgrades and innovations, and so on. And that's why companies exist -- to make and sell whole solutions for customers. After all, it's the customers who make our payroll dollars possible! And truly customer-centric companies keep that thought at the forefront, with pure primary motives to make it easier and nicer for customers to get the solutions they need.

Customer Experience Management

Customer experience management (CEM) is an essential methodology for being a truly customer-centric firm. CEM brings an outside-in focus and pure motives to all groups within the firm. It's the key to creating strong customer perceived differentiation from the competition, as truly customer-centric customer advocacy encompasses the customer's full experience spectrum. CEM makes it easier and nicer for customers to get and use solutions.

Ethnocentric customer-centricity is easy to fall into! Executive champions must be on the alert to prevent it. Outside-in motives prevent waste and and generate big results. The usefulness of any customer relationship building program is exponential when we put aside ethnocentrism for true customer-centrism.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

Understanding Consumers and Market Segments

How Do You Develop Resilience

Empowering employees like IT Consultant Paya Lebar to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

Abstract

During the marketing classes we all have heard about the four 'P's (Product, Price, Place and Promotion) which is also known as the marketing mix. It has always been the best parameters to control the internal as well as external constraints of the marketing environment.

In today's hypercompetitive world, the four P's are no longer an effective model to penetrate and exist in a market. Through the power of mass media, channels and technology, the control has slowly shifted from marketers to consumers. This is where 'customer-centric marketing' comes into existence which is now considered as the new model for marketing effectiveness.

Customer-centric marketing

According to Chaffery1[1], "Customer-centric marketing is an approach to marketing based on detailed knowledge of customer behavior within the target audience and then seeks to fulfill the individual needs and wants of customers." It centers on the needs and wants of the customer, and not about what the marketer or seller wants a customer to buy. Thus by understanding the needs, wants and problems of the customer, businesses could gain direct insight into them and build a mutually beneficial relationship and rapport. Understanding how a customer or prospect is engaged with the brand and then tailoring resources, products, services, and communications to reflect their engagement level demonstrates a customer-centric business approach.

Thus;

• Customer-centric approach is more like creating relationship sales by understanding your consumers as opposed to product or promotional approach.

• It focuses more on the satisfaction and mutual relationship with the consumer

• Communication becomes an important factor to get regular feedback from consumer

• Will be investing on potential consumers thus avoiding vain investments on low potential customers

• Sales will be generated as a result of a solid relationship, listening and problem solving

• Consumer information will be integrated across marketing, sales, and service departments

• Integrated mass and direct communications with the customers will be made regularly

To help frame a customer-centric strategy, Forrester[2] has identified five key dimensions which marketers must focus on:

1) Establish a customer-centric marketing culture;

2) Rethink business processes;

3) Create a centralized view of the customer;

4) Use analytics to drive customer communication; and

5) Invest in a consistent measurement framework.

Why companies should change to customer-centric approach?

There are many benefits by switching to a customer-centric marketing approach and adjusting marketing practices to deliver relevant messages through multiple channels.

• The first reason would be 'an improvement in selling and experience' as there are no sales tosses

• Least expensive marketing program and improved referrals

• Marketing investment will be better aligned with customer profit potential

• Increase in profits through customer loyalty. Customers will buy over a long period of time

• Lasting business relationship

• Raises awareness and optimizes appeal

Conclusion

A comprehensive view of the customer helps marketers to deliver productive customer experiences, support marketing measurements, and drive new business opportunities. The first step towards greater profits is to recognize that company profitability is driven by customer-level profitability. Long term investments in the right customer base will definitely help businesses to position themselves to prosper and succeed.

[1] Chaffery, Dave. 2008, Customer centric marketing definition, from; http://www.davechaffey.com/E-marketing-Glossary/Customer-centric-marketing.htm

[2] Source: Defining an Enterprise wide Customer Contact Strategy, Forrester, Research, Inc., October 22, 2008.

When a IT Consultant Paya Lebar spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

Head Of Finance Newton Team Building For Employees

Work-life balance as a Head Of Finance Newton is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Head Of Finance Newton from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Vendor Management

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Stress Management For Employees

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

One of the basics of all marketing and advertising training is a teaching of "Maslow's needs pyramid". This pyramid shows the different motivators and needs in a person's life and how they are built one upon the other. Supposedly this is presented to help the marketing student understand consumer motivation and thinking. The problem is I've never seen it applied, in the text books. It's presented as the foundation of human motivation and then it's dropped.

I'd like to present to you a way to use Maslow's needs pyramid so that you can get inside the consumer's mind and develop an understanding of what's truly motivating them as they consider purchasing your product or service.

Maslow's needs pyramid present human needs such that each need is pursued and met before the next level of needs can be considered; they build upon one another. The needs from most basic to most complex are:

- physiological needs: food, shelter, sex

- safety needs: clothing, weapons, defense of self

- social needs: social acceptance

- esteem needs: acceptance of self by self

- fulfillment needs: a feeling of having and fulfilling a purpose

So the question is, "How do we use this paradigm to get inside the consumer's head?"

Let's consider a personal fitness training service. Here's how it works at the most basic level. Place yourself in the position of the consumer and think as if you are considering hiring a personal fitness trainer.

1. How will personal fitness training impact my acquisition and use of food? Of shelter? Of sexual behavior? (Now you see why sex is used in marketing so many products - we react to it instinctually)

2. How will personal fitness training impact my personal safety?
- you'll be in better shape and can run faster from a mugger, perhaps.

3. How will personal fitness training positively impact my standing in society? In my social circle? Access to different social circles?

4. How will personal fitness training positively impact how I think about myself?

5. Will personal fitness training have an impact on my personal sense of fulfillment?

I understand that most consumers, will ask themselves these types of questions without really thinking about them. The answers you develop as you purposely ask yourselves these types of questions will give you insight in the processes a consumer may consider or be susceptible to as they are considering purchasing personal fitness training services.

This process will also help you define ways to market that will get consumers to consider your personal fitness training service if they are not. Using Maslow's needs pyramid helps you target your marketing. It is the foundation of:

Getting Attention

Developing Interest

Creating Desire

Facilitating Commitment

Motivating to Action

If you can use Maslow's needs pyramid to get inside the head of the consumer by running it through a filter of questions like the one's I've presented above you'll have a tangible marketing advantage because you now can respond to your consumer's internal dialogue.

Using this type of filtering process can also help you create need in those that have not yet developed an interest in your product or service. Simply put yourself in the consumer's place and present you're marketing to them in such a way as to answer or resolve each need in the hierarchy.

Maslow's needs pyramid is a powerful tool that is taught to every marketing and advertising student in the world but it must be understood and applied if it's to actually be useful. Try using Maslow's marketing filter the next time you are considering a marketing campaign. It'll help you get a better grip on what the consumer is thinking and feeling.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

4 Customer Centric Culture Building Blocks

Customer Segmentation Using Machine Learning

Empowering employees like Head Of Finance Newton to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

A recipe for successful outsourcing
Success in business relies as much on relationship management as anything, and when it comes to outsourcing this axiom certainly holds. The best outsourced team in the world cannot deliver excellence if projects are "thrown over the wall" with little communication or understanding between the parties.

You would think those of us in the IT world would know this by now.
After all, managing outsourced relationships has been a topic of articles, blogs and conversation since the nineties. Relationships are clearly NOT easy, which explains why everyone from Dear Abby to this newsletter keeps talking about how to handle them.

People naturally develop and work through relationships, but organizations seem to lose that ability. Between planning, flow charts, deadlines, etc., we forget that every project comes down to the people involved. And people are, well -- human. They need to be engaged and involved in their work. They need to feel like a vital part of the team and solution.

Bruce A. Stewart, management advisor and former columnist for Computerworld, wrote that: "Most companies put little time or effort into these (outsourced) relationships..." Yet outsourcing continues to grow, and, Stewart says, "Learning how to deal with the changes outsourcing brings can actually work in our favor." Stewart's article, reprinted on CIO.com, goes on to identify ways to optimize outsourcing relationships.

Our experience has shown a recipe for outsourcing success that closely parallels Stewart's suggestions, and goes a bit further by incorporating accountability as well.

Tips for Successful Outsourcing

  1. Formalize the outsourcing relationship - Create an organizational chart that shows who reports to whom within the scope of the relationship, and how teams and people relate to each other. Use Skype or other methods to meet regularly, share ideas and celebrate successes. Develop contacts deep into each organization so that cultural understanding is not isolated to just a few people.
  2. Commit to the relationship - Stewart rightly points out that commitment can only come with trust, but he also notes that, "... a failure to commit shows up as a lack of success--on both sides of the table." He suggests that companies determine upfront that they are committed to establishing trust, and work from there. What you want, ultimately, is an outsourced team that understands company objectives and can contribute initiatives and knowledge.
  3. Insist on accountability -- on both sides of the relationship - When given ownership of a project, people take responsibility for it.
  4. And with responsibility comes accountability. High-performing teams set guidelines and deadlines, and hold their members accountable to these. When practiced this way, accountability becomes an integral and positive part of team culture - not something that has to be constantly enforced from the top.
  5. Focus on the long-term - There will always be short-term obstacles and set-backs. A good outsourcing relationship can survive these when internal and external team members are committed to the same long-term goals and expectations. As long as these continue to evolve together, the outsourcing team remains valuable, bringing its own history and knowledge that contribute to the bottom line.

When a Head Of Finance Newton spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

Sales And Marketing Director Employee Welfare

Work-life balance as a Sales And Marketing Director is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Sales And Marketing Director from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Improve Customer Experience by Overcoming Ethnocentric Customer-Centricity

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Consumer Markets And Consumer Buyer Behavior

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

Consumers are beginning to change their views regarding moving. The motivation for consumers to move is shifting from the financial aspect to the needs of the consumer. A significant segment of the population has moved to take advantage of the low interest rates that have been available. These consumers have moved to achieve a higher quality of life without the higher monthly payment that usually accompanies it. They move because it makes financial sense to do so.

According to a survey conducted by Harris Interactive:

25% of Americans in the market for a new home cite a life change as the reason for their move. Consumers are citing retirement location, new baby, divorce, or a new job as their primary motivation for moving.

As Agents, we can find out about these people through our past clients and sphere. These people in our database hold the key to accessing a larger segment of new business.

The best way to more effectively find out about moving trends and increase referrals from our past clients and sphere is to ask more specifically. Most Agents have been trained by sales trainers to ask for referrals globally. They use techniques like "Oh, by the way" or "Do you know of anyone who needs my services?". These techniques all work slightly to generate referrals, but they are not very effective.

To really achieve the Championship level in referrals, you have to ask specifically. We have to ask our past clients and sphere about the people they know: those who are expecting a new baby, someone who has gotten a job promotion or job transfer. We must position ourselves well ahead of the transaction, not just in the transaction.

Teaching and mobilizing your past clients and sphere takes you beyond the gimmick technique referral process. You can contact and interact with the prospect at the earliest stage possible. You can become a resource when they need help making the decision, rather than just being there once the decision is made. With this approach, you provide a higher level of service to the prospect and future client.

In the survey:

18% wanted a larger home or more property.

16% want a home as an investment.

12% want to rid themselves of the conditions that come with renting.

7% want to receive the tax benefits home ownership brings.

All these key reasons the consumers are using to make their purchase can be discovered with a more in-depth relationship and in-depth questions of your sphere and past clients. We need to move beyond the surface level of our relationship with our past clients and sphere.

Finally, interest rates seem to be the secondary driving factor in moving. Focus on the primary reasons outlined above. This will ensure a strong finish to your year.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

The Role of the Purchasing Manager

Consumer Behavior In Economics

Empowering employees like Sales And Marketing Director to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

The basic concept of Vendor Management is to "Manage your vendors or they'll end up managing you!"

Summary - A bold change of initiatives and an efficient use of database are the keys to successful Vendor Management. This offers a complete view of vendor activity and performance that is crucial for an efficient and cost-effective project. It helps in delivering a flexible, cohesive platform for enabling, engaging, and evaluating your suppliers. Though there are no permanent solution/fixes for enhancing performance, one can take specific steps to maximize effectiveness.

Often, we draw upon our experience to handle basic problems in vendor management. This white paper lists these basic problems which an organization might face if it outsources work to vendors. Once this paper is through, you can prepare a comprehensive checklist that will help you in getting the best out of your vendors.

Vendor selection

The important thing is to figure out which vendors must be 'managed,' and which ones do not need 'management.' This might sound like an absurdity, but there is some truth to it. For instance, companies might monitor purveyors of office supplies for best prices and basic service requirements, but a deeper relationship is essential for strategic vendors who will deliver eLearning modules or content, on time and at the right cost.

A crucial step is to choose the right vendor. Begin with shortlisting vendors who have worked on similar projects and have a good track record.

Finding talented and efficient vendors at a reasonable cost can be challenging.

The implementation process begins long before the vendor is selected. The specifications should include the optimum rollout approach, with key dates and implementation success criteria. The entire process, from specification development to implementation, must be handled along formal project management lines. From the outset, there must be a Project Board that will undertake to do vendor evaluation. This Project Board should also have overall responsibility for the implementation of the project, otherwise all the knowledge gained-and decisions made-during the vendor selection could well be lost.
The Project Board should consist of perhaps no more than five managers who have the most to gain and, therefore, will take a keen interest in the project. Almost certainly, there should be representation from Personnel/Human Resources.

Once you have found several technology-based vendors that interest you, gather as much basic information about them as you can. Visit their Web site, interact with them and review their work.

Once an initial short list of perhaps four to six vendors has been developed, the first task is to compare the different approaches from these vendors and finalizing on the best possible option. A mandatory criteria is the budget and the confidence the vendor has in meeting implementation dates. What you should be looking for is the way the vendor communicates an understanding of your requirements and how these requirements will be met, as well as the way in which the vendor team members deal with questions from the Board. One of the selection criteria can be-do you feel comfortable with the vendor team?

Some other key considerations are:

o Experience: How many projects have they completed that are similar in size, scope, or content to yours?

o Strength of Company: Do they have the financial resources and staff size to complete your project and maintain it in the future?

o Quality of work: Have they received professional awards, published articles in trade magazines, or otherwise been recognized for their work?

o Resources: Does the vendor have full-time, on-site staff for all critical project tasks?

According to Sue Welch, CEO of Trade Stone Software, a developer of global sourcing and supplies systems in Gloucester, MA, "Wherever possible, provide value to your vendors when you are asking them to adapt to your business needs and requirements," she advises. "For instance, if you want electronic invoicing, offer incentives such as prompt payment or instantaneous audit that can auto-correct invoice discrepancies before submission."

o Determine how well a vendor will solve problems on your project. This is never easy. After all, any vendor will tell you it has excellent problem-solving skills. Here are a few questions to ask prospective vendors that will help to let you know how well they can really deal with problems:

1. What are the problems that you have come across while working on similar projects in the past?

2. How did you deal with those problems?

3. Did you manage to finish your project on time?

4. Were you able to complete your project within the sanctioned budget?

o Value addition -- Look for vendors who think beyond their assignments and can add more value to their projects. What you don't want is someone doing what they're told to do, just because it's a part of the Media standards.

o Develop a Triumph Relationship with the Vendor

We don't want to wield a big stick to beat up vendors, but we want to create relationships that allow both parties to work successfully in the long term. Creating a triumph relationship with the vendor is mandatory for good results.

Here are some tips for creating a positive relationship with vendors:

Tip #1: Proposal Process

o The Request for a Proposal is detailed in its specifications.

o Along with prices, proposals specify the quantity and quality of the media, interactivity, and content.

o A winning solution is judged on the quality of the firm's work, strength of the company, dedication to customer service, price, and quality of the proposal, itself.

Tip #2: Only one Point of Contact:

There should be only one point of contact who coordinates between you and the vendor - the Project Manager/Project Lead. Though each project has assigned team members, miscommunication becomes likely when several individuals are talking with different levels of each organization. For example, if the client is experiencing a technical glitch or bug, it might make sense for the client's technical support personnel to speak directly with the vendor's most advanced programmer. However, the project manager from the client and vendor should participate in this meeting or phone call to make sure that prior commitments or expectations are understood, action items agreed upon, and timetables are set.
This will help in filtering right and clear information.

Tip #3: Regular evaluation through progress meetings:

Following this simple checklist will help improve teamwork on a project. The vendor should be reviewed at regular intervals so that all the problems are solved at the initial stage. One can meet once or twice a week on a project at the given time with the vendor and discuss the project status. It can also include regular phone calls with the vendor and client. During these meetings, one can review the projects and make changes if required. Also discuss the next step and an update on the schedule. In-between, one can also make frequent calls to the vendor to re-check if the vendor needs any information and that everything is on schedule. This keeps the project moving smoothly.

Tip #4: Updated Project Report:

Regular updating of the project schedule should be maintained. The report can be a simple chart that is frequently updated so that one is aware of the missed deadlines or early deadlines. This will allow you to plan at an early stage so as to overcome delays. As you act as a mediator between the client and the vendor, you should add a buffer before quoting a timeline to the client.

Tip #5: Try and make all revisions on the prototype:

The prototype is a working module that includes the major sections of each step in your project. We should try and work with this prototype, get the initial approvals and refine the look, the feel, and the usability of the interface. Examine, test, change, and ultimately approve the colors, fonts, menu structure, location of the navigation buttons, and interface metaphors. The interface should be approved and locked-in before a significant part of the script is completed so the writers will have an accurate sense of screen space while allocating text and specifying graphics.

Tip #6: Make all content revisions in the script:

After the prototype, the next major step from the production team is the script or storyboard. It is very important to review the words, pictures, and sounds that will appear in the final program. Many clients give only a cursory glance at this document and then end up requesting substantial changes after the content has been implemented. It is very time-consuming and expensive to change content after it is implemented in the program. Unless there are obvious typos or mistakes in grammar, revisions to content after it is implemented should be avoided.

o Improved Vendor Performance -- Transparency of the project between you and the vendor is very crucial. It also helps you discover how to create and leverage opportunities to improve vendor performance.

o Get what you pay for - It is very important that the vendor delivers the product/quality that was agreed on and is your requirement. The above tip helps you achieve it.

o Just to remind you -- never accept vendors at face value. Analyze and test them at your level to build a positive business relationship.

o Also recognize that while you expect value for the money you spend with a vendor, the vendor is also in the business to make a profit and has to cover overhead expenses that may not seem obvious to you or your staff. Always let your vendor know you are interested in a mutually profitable relationship.

o Use your vendor representatives as a resource for information and advice. However, be respectful of the time the vendor's representative spends with you. Remember that time is money for both of you.

o Listen to your vendors -- Companies may be wasting their energy if they put specific segments of their business out to bid. Instead, Verticalnet's Habig suggested that better strategic results are achievable when companies let their vendors bid on the parts of their business that they want the most.

Highlights of Vendor Management:

o Helps streamline, simplify and standardize your workforce processes

o Allows you to increase vendor quality, and helps you make better-informed workforce decisions

o Enhances efficiency and helps you manage risk

o Reduces costs by helping you lower vendor rates, eliminate maverick spending and manage headcount to budget

o Lets you focus on strategic human resource functions without the headache of managing E-learning modules/application

Vendor Management enables you to maintain a preferred list of clients, vendors, and suppliers to ensure successful relationships. A well-orchestrated strategy of cost management, working-capital management, and technology-driven productivity will make your business run smoothly.

When a Sales And Marketing Director spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

Sales And Marketing Tools Job Satisfaction

Work-life balance as a Sales And Marketing Tools is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Sales And Marketing Tools from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

The Basics of Customer-Centric Selling

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Vendor Relationship Management Checklist

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

The absolute most important aspect of customer retention is culture. Culture is the way things are thought about, talked about, and done. If TRUST is the basis for any long-term relationship, then a culture of trust is essential to customer retention. Two great examples are Kimpton - a boutique hotel chain, and Cisco Systems.

Kimpton has been named the number one place to work in 9 of the 17 cities where it operates. Market Metrix Hospitality Index or MMHI, has awarded top scores to Kimpton over the past few years - their scored have exceeded not only their direct competitors - but also brands such as Ritz Carlton, St Regis, and Four Seasons. Kimpton has achieved this because of their strong customer-centric culture of really knowing their customers, anticipating customers' needs with great precision, and empowering employees to meet customer expectations.

Another good example of customer-centric culture is Cisco Systems. They are proactive about solutions for every stage of the customer's lifecycle, and on their basic product web pages you can readily find contact information for customer service and tech support ... whereas many companies require customers to go through many clicks to get their contact information. Cisco has made a concerted effort to maximize their customer self-service features, so that their agents can focus on more high-value assistance, from the customers' perspective.

Walking the Talk
How many companies walk the talk by assigning an executive sponsor to customer retention? At Symantec, the Vice President of Customer Experience posts the results of their latest feedback from customers, as well as what they're doing to address that feedback. This can be one of the most powerful ways to keep your customers talking to you. Show that you really read and digest their feedback, and show that you have followed their advice in making improvements.

By closing the loop with customers, you can re-set their perceptions, so they don't feel compelled to carry around negative baggage of past experiences. They can re-set their perceptions to better meet your current realities of improved policies, business processes, and customer experiences.

Symantec takes this a step further with a feedback form on their website - enabling anyone anytime to either vent their frustrations or express appreciation for a job well done.

Two-way conversation on Twitter is best illustrated by Comcast - Frank Eliason's is director of digital care at Comcast and his profile includes his personal website and blog - as he sees customer frustrations expressed, he reaches out to them to find solutions, and in the process, many disillusioned customers have migrated to fans not only of Comcast, but to a friendship with Frank.

Going Beyond the Surface
Over-focus on customer acquisition teaches customers to switch brands. For example, the brand switching rate, called customer churn, is 40% for the mobile phone industry, compared to a 7% customer churn rate for the insurance and financial services industries. Some good advice is to quit training your customers to switch - get off the churn bandwagon.

Let's take a look at a mobile phone company that has pursued a customer retention strategy whereas its peers in the industry were focused primarily on customer acquisition. The mobile phone company Orange is owned by France Telecom, and it's a great example of departing from industry norms with a unique experiment on customer service as a brand differentiator - somewhat similar to the Saturn brand of General Motors.

Orange has pursued a strategy of customer-centricity by investing heavily in their agents' knowledge, customer communication and responsiveness. Customer service agents take a 1-month course before interacting with customers, and for their first several weeks interfacing with customers, the work environment has a high ratio of supervisors.

This is accompanied by ongoing formal quality assurance with an emphasis on precision monitoring through speech analytics. The speech analytics tool has enabled Orange to identify at-risk customers, and these customers are reached out to within 24 hours, to turn around their sentiment about the brand, and migrate them from at-risk status toward satisfied status.

80% of the customers identified as at-risk through the speech analytics were not picked up as at-risk through the agents nor other methods. The results are 20% improvement in 1st call resolution, 15% reduction in repeat calls, and 20% increase in satisfaction with customer service.

Trust is the Foundation
The lesson here is that customer retention may be best supported by operational integrity. After all, when you think about your personal relationships as well as your business relationships, you tend to stick with the folks that are really good at showing they sincerely care about you, and doing what they say they're going to do.

It boils down to trust. When you dig down to the reasons why people leave a brand for a competitor's solution, it's not so much about the competitors' offers and brand affinity -- but, rather, the reasons people switch brands is much more about product, service and value disappointments. Companies make huge investments in communicating their value proposition. Logic says a corresponding investment - at least in energy and scrutiny - should be made in making sure their value proposition is lived up to. TRUST is the best way to retain customers.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

Creating a Customer-Centric Organization

Top 3 Causes Of Job Satisfaction

Empowering employees like Sales And Marketing Tools to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

It's popular to tout customer-centricity, yet it's very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer's well-being are in the background while the customer stays in the foreground.

That may seem simple enough, yet reality proves the elusiveness of customer-centricity. In Accenture's Delivering the Promise study, 75% of executives viewed their customer service as above-average, while 59% of their customers reported their experience with these companies' service as somewhat to extremely dissatisfying. Likewise, in CMO Council's Customer Affinity study, half the companies said they are extremely customer-centric, but only a tenth of their customers agreed.

The building blocks of customer-centric culture are communication, skills, accountability and systems.

1. Communication. The vision and values that top management communicates, both verbally and behaviorally, set the tone and direction. What top management focuses on guides the thinking and efforts of the entire organization. The key is consistency: at every opportunity, continually communicate the necessity of making it easier and nicer for customers to get and use solutions. Consistency occurs in formal and informal meetings, written correspondence, external messages, and in every business process and every management ritual such as performance reviews, annual operating plans, performance dashboards, etc. Consistency builds trust and passion, which are necessary ingredients for true customer-centricity.

At Amazon.com, founder Jeff Bezos once began a meeting by announcing that an empty chair at the table represented the customer. Throughout the meeting, the executives were compelled to include the customer in the discussion, as if present. This became a habit - the group's way of thinking and doing.

2. Skills. Customer-centric values and vision must be supported by proficiency in related technical and soft skills. Examine competency requirements for everyone - not just customer-facing roles - relative to your customer-centric values and vision. This includes channel partners, suppliers, and other external entities. Proficiency is the vital link between strategy and execution.

At Nordstrom, employees are selected on their capabilities to anticipate and meet people's needs. They're encouraged to try new approaches to selling and customer service, with the mantra use good judgment in all situations giving them a tremendous sense that they're trusted to always do right by the customer.

3. Accountability. What gets rewarded gets done - whether the rewards are tangible or intrinsic. Interestingly, intrinsic rewards have proven to be more powerful in adjusting a group's ways of thinking and doing. Risk tolerance and penalties also determine the degree to which customer-centricity takes root. Above all, monitor cause-and-effect and also perceptions of fairness in terms of logic and equity; these elements are pivotal to success.

At Enterprise Rent-a-Car, customer sentiment is measured at the rental office level. Only employees in offices that score at or above the overall company average are eligible for promotion, raises or bonuses. At EMC, achieving the target for their leading indicator of customer sentiment, system availability, is a go/no-go determinant of the bonus for the entire company.

4. Systems. Systems-thinking means acknowledging the big picture and linkages between its components. Scrutinize your business policies and procedures and tools for their contribution or detraction from the goal of making it easier and nicer for customers to get and use solutions. Systems include formal and informal inter-department communication and interactions and handoffs, and connections outside the enterprise.

At Dell, SVP of customer service Dick Hunter asked employees to send him notes about the inconsistent and dumb things the company was doing. Combining this input with customer's verbatim comments to their call center led to significant changes in the customer experience.

Motives are at the heart of true or false customer-centricity. Customer-centricity as priority number one must permeate the entire business, and be un-challenged by other concerns as the organization's primary focus of attention and efforts. All other goals are more likely to fall into place with consistent customer-centricity.

When a Sales And Marketing Tools spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

HR Managing Director Customer Centric Selling

Work-life balance as a HR Managing Director is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of HR Managing Director from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Understanding Consumers and Market Segments

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

WHAT CAN BE DONE TO Increase CONSUMER AWARENESS

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

The previous two parts of this series explored how important it is for sales people to understand what is driving their customer to buy and to understand what the customer's expectations are. In this article we are going to look at how to proceed once we have the understanding we need of our customer.

In the first article in this series, I stated that most sales people have more than one product or service line at their disposal to meet clients needs. Marketing departments keep coming up with more and more variations even of the same product for different uses and to serve various markets. Some of the features may be the same, maybe even the benefits will be similar, but how these meet our customer's expectations will vary greatly.

In the last article I noted that if we do not understand our clients expectations we cannot meet them. Our product/service will create buyers remorse in the customer and thus we will have a dissatisfied and probably very vocal customer. So if we understand what need our client is trying to satisfy and how they expect our product/service to satisfy the need and we have determined that in fact our available products/services can meet that need and meet or exceed the clients expectations, now what?

Let me give a very simple example of all of this. I am a customer of a roadside beverage stand and I want to order a drink. The sales person has a couple of options: 1) They can simply provide me with their most popular beverage and hope for the best, 2) they can find out the size of the beverage that I want and maybe a preference (Coke vs Pepsi), 3) They can find out more about my situation, explain my options to me and help me to make the best decsion based upon my needs and expectations.

Okay you are thinking I am making a mountain out of a mole hill here, it is a drink for Pete's sake, you are thirsty take what he gives you and be happy, children in other countries don't have anything to drink! Stay with me here, if I am competing in some type of sporting event, or I am a diabetic or I believe that when I am hot, a hot drink will cool me better than a cold drink, or what if all the stand has is alcoholic beverages and I am opposed to alcohol, or allergic to corn syrup or I just plain won't drink anything without carbonation. What if I am extremely offended at wasefulness and I know that I can not drink more than 16 oz and the clerk gives me a 32 oz drink, or I am on a diet where I have to measure my in take?

These things all have to do with my need and my expectation. If I order an ice cold carbonated beverage and expect it to warm me when I am cold, I will be sorely displeased. My expectation has not been met. Worse yet, If I am coerced or persuaded (manipulated/sold) an ice cold beverage, how satisfied am I going to be?

Customer satisfaction hinges on our ability to meet their needs and expectations, this cannot be done if we do not understand those needs and expectations or what they are. Secondly, a buyer is much less likely to be dissatisfied with a product/service that they feel they chose because it was the best possilbe alternative, even if it does not completely meet their needs and expectations. The most important part of consultative selling is in the presentation. A sales person cannot be persuading or manipulating the customer to buy, but must instead be giving them the information they need to make their own decision.

In one of the previous articles I made a statement to the effect that an objection is merely the customer telling us that they do not yet trust us and we have not yet developed the needed rapport. In this part of the process this is a very important concept. If we take a position of trying to defend ourselves or our product/service in answering objections we are furthering a confrontational position against the customer and eroding instead of building rapport. Conversely if we take the this opportunity to confirm our understanding of the what the client has told us their needs and expectations are, we are showing our sincere interest in meeting their needs and expectations. We are no long confronting them, but advocating them. We don't overcome objections, we understand them, don't merely empathize or sympathize, but understand.

If we do in fact understand the customer's needs and expectations, the solution will be clear. We can then explain the options we have to meet the clients needs and expectations and THEY can make a decision. They are not sold anything! They make a decision to buy. If the decision is solely the client's, they cannot be dissatisfied with our product/service, only with their own decision to buy it. If sales people are able to convey their understanding of the client's needs and expectations to the client and the client assents that they are corrrect, and the client is given the information that they deem satisfactory to make a decision with out coercion or prompting (with out being sold) then the decision is theirs alone, and they know it. There will be no resentment towards the sales person, they have been nothing but helpful, and no resentment towards the product/service, I knew going in what the options were, I just chose poorly.

In short, once we understand the customer's needs and expectations we must present to them all the options that are potential solutions. If they don't buy now, they will, either because your industry has improved a product that can now meet their needs/ expectations better, or because they have a new or differnent need/expectation that your product can fill, because they want it to. We have taken the time to build adequate rapport, in fact a relationship, we are now a trusted advisor and people want to do business with trusted advisors. People like to buy, they don't like to be sold to. People like to make decisions, they don't like to pick one and hope for the best. Understand your clients needs and expectations and help them to find the best solution. Don't try to force your solution as the best and for crying out loud----Let the Customer Buy!

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

Consumer Motivation

Fair Employment Practices And Work Life Balance

Empowering employees like HR Managing Director to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

There's an old supply-chain saying that goes, 'A vendor gives you the best 'deal,' while a strategic partner gives you the highest quality at the lowest cost.' This adage sets the stage for this article on Strategic Supplier Relationships ('SSR') also known as Supplier Relationship Management ('SRM'). SSR is defined as a comprehensive approach to managing the interactions and communications between an enterprise and its suppliers. The goal of SSR is to effectively streamline and make more efficient the communication and interaction between an enterprise and its suppliers. This is accomplished through increased process efficiency related to the acquiring of goods and services, the managing of inventory, purchase order processing, and the management of materials. The benefits of SSR are lower costs, less administrative burden, increased productivity, and a more integrated supply-chain. With margins within the food industry being squeezed, it is ever so important to manage COGS (cost of goods sold) aggressively, thereby increasing profitability. The objective of this article is to shed some light on how SSR might reduce costs and administrative burden, while increasing margins. There are well published examples of companies using SSR to enhance the strategic relationship between buyers and suppliers. In essence, SSR can be accomplished by following these rules of engagement:

1. Carefully evaluate and choose strategic suppliers. When choosing a strategic partner, be sure to take a close look at their business, including such things as:

- Financial stability (D&B)

- Client references

- Proximity to your network

- Management depth

- Years in business

- Use of technology (EDI)

- Cultural fit

2. Develop a clear set of expectations. Before signing an agreement with a supplier, be sure there are clear rules and expectations, including specific tasks you demand them to accomplish. There must be clear roles and nothing must be left to interpretation in terms of responsibilities.

3. Define goals and performance targets. Specific key performance indicators (KPI's) must be developed and tracked to compare suppliers and keep them on track. KPI's such as on-time delivery, expected lead time, freight terms, etc. must be included in a quarterly report-card for each supplier. When setting targets for performance, use the SMART method for developing goals. Each goal must be:

Specific,

Measurable,

Attainable,

Realistic, and

Timely

4. Monitor and rank supplier performance. It's always a good idea to use a scorecard to monitor supplier performance. Additionally, ranking suppliers from best to worst and sharing this data will go a long way to improve performance (nobody wants to be at the bottom of the report).

5. Conduct annual reviews for continuous improvement. Finally, be sure to meet with your suppliers to solicit ideas on how to improve productivity, reduce administrative burden, increase the use of technology, and lower costs.

Conclusion

A comprehensive strategic supplier management program will result in a significant reduction in administrative burden, lower cost of goods, and ultimately, improved profitability. The first step is to establish the baseline of existing suppliers in terms of volumes, frequency, and costs. Next, develop a clear set of expectations, goals, and key performance indicators to monitor quarterly. Finally, be sure to meet with your strategic partners frequently to pick their brains about ways to improve productivity or reduce costs. Additionally, be sure you spend some time teaching your suppliers about the culture at your company and the strategic plans for growth. When taken seriously, the steps outlined in this article will not only improve supplier relationships and lower costs, but will also have a positive impact on profitability. So, remember, vendors are things of the past; strategic partners are what make a difference!

When a HR Managing Director spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

Information Technology Tools Suppliers Relationship

Work-life balance as a Information Technology Tools is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Information Technology Tools from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Factors Affecting Consumer Behavior

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Team Building Quotes For Work

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

Part of the appeal of customer-centricity is that it takes very little business acumen to grasp its core concept. Focus intensely on customers, align your products or services with their interests, and voila: a customer - centric culture is born. Simple, right? Not quite.

Becoming a truly customer-centric organization is perhaps one of the most difficult transitions an organization can make, fraught with hidden obstacles and unanticipated challenges. Here are three potential roadblocks on the path to a customer-centric strategy, and how to get around them.

Failing to understand your most valuable customer

A customer - centric strategy is only as good as its customers. You cant let the average customer dictate what you do, says Robert Duboff, CEO of Hawk Partners LLC and coauthor of the book Market Research Matters. Generally speaking, Duboff says, 20 percent of a company's customer base generates 80 percent of its profits. Given that split, its imperative to put your most valuable customers at the heart of your approach.

Identifying those customers need not take exhaustive research and complicated measures. It can be a fairly straightforward process, as it is with the Net Promoter Score, or NPS, a metric developed by Bain & Co.s Fred Reichheld. As set forth in The Ultimate Questionwritten by Reichheld and published by Harvard Business Pressthe NPS approach consists of one simple question: On a scale of one to 10, would you recommend us to your friends?

Based on the answer to that question, customers are segmented into three categories: promoters, who actively champion a particular product to their friends and colleagues; passives, who are lukewarm about the product; and detractors, the opposite of promoters. A given company's score is simply the difference between its number of promoters and its number of detractors.

NPS has proven to be a powerful tool for such companies as General Electric Capital Solutions, which has used it not only to identify customers that are already valuable promoters but to gain insights into how it can convert detractors. For a business like GE Capital Solutions, which serves more than 1 million very diverse customers in many different industries, NPS helps us better understand what our customers are feeling and how we can improve their experience with us, says Stephen White, a spokesperson for GE Capital.

Failing to support your external customer - centric strategy with an internal customer - centric strategy.

Speaking of valuable customers, what about that most priceless customer of all your employee?

While most companies aren't in the habit of regarding their employees as customers, those seeking to instill a customer-centric culture should rethink their stance, argues Elaine Berke, president of Westport, MA based EBI Consulting, which specializes in helping organizations develop customer-centric strategies. Customer - centricity needs to come from the inside out, says Berke. Leadership must avoid a double standard that makes it OK for managers to argue with or demean staff while still being courteous and considerate to external customers.

Consider the case of the world-renowned Johns Hopkins University Hospital. In developing a comprehensive Service Excellence initiative aimed at boosting its level of patient care, the hospital included employee satisfaction as a core component of the program. The hospital conducted an extensive survey to gauge employee concerns that turned up such simple, actionable insights as making it a point to compliment co-workers and instituting criticism - free no negativity days.

Customer-centric organizations value and respect internal customers as much as external customers, says Berke. Like the old saying goes, If you're not serving a customer, you're serving someone who is.

Failure to identify the moment of truth

Companies spend considerable time and resources developing metrics for processes, execution and other day-to-day functions but often overlook defining their moments of truth those points at which a customer interacts with a company's product or service and forms an impression.

Companies are usually very good at creating metrics around [such procedures as] production deliverables but have a much harder time knowing how to create and measure standards relating to the quality of service being delivered, Keith Bailey of Sterling Consulting Group says.

In defining a company's moments of truth, Bailey suggests looking at three different angles quality of product, quality of procedures and quality of relationships. Taking a hotel as an example, the quality of the product would be the cleanliness and comfort of the rooms. The quality of procedures would be such factors as how it long it takes to check in or how long customers wait for room service. The quality of relationship would be the friendliness and helpfulness of the staff.

Considering each angle separately allows a company to isolate the negative moments of truth within each and develop a game plan for turning them into positive experiences. Procter & Gamble, for example, identified its moment of truth as that instant when a shopper picks up one of its products and decides whether or not to purchase its decision the customer makes in an average of six seconds. The company has overhauled its marketing with that insight in mind, creating a global First Moment of Truth business team designed to win over the customer in that moment.

There are as many different customer-centric approaches as there are customers, and each has its own unique challenges, but the road to a truly customer-centric strategy always begins with the same steps.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

Maslows Marketing Filter

What Is Customer Centric Organization

Empowering employees like Information Technology Tools to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

Abstract

During the marketing classes we all have heard about the four 'P's (Product, Price, Place and Promotion) which is also known as the marketing mix. It has always been the best parameters to control the internal as well as external constraints of the marketing environment.

In today's hypercompetitive world, the four P's are no longer an effective model to penetrate and exist in a market. Through the power of mass media, channels and technology, the control has slowly shifted from marketers to consumers. This is where 'customer-centric marketing' comes into existence which is now considered as the new model for marketing effectiveness.

Customer-centric marketing

According to Chaffery1[1], "Customer-centric marketing is an approach to marketing based on detailed knowledge of customer behavior within the target audience and then seeks to fulfill the individual needs and wants of customers." It centers on the needs and wants of the customer, and not about what the marketer or seller wants a customer to buy. Thus by understanding the needs, wants and problems of the customer, businesses could gain direct insight into them and build a mutually beneficial relationship and rapport. Understanding how a customer or prospect is engaged with the brand and then tailoring resources, products, services, and communications to reflect their engagement level demonstrates a customer-centric business approach.

Thus;

• Customer-centric approach is more like creating relationship sales by understanding your consumers as opposed to product or promotional approach.

• It focuses more on the satisfaction and mutual relationship with the consumer

• Communication becomes an important factor to get regular feedback from consumer

• Will be investing on potential consumers thus avoiding vain investments on low potential customers

• Sales will be generated as a result of a solid relationship, listening and problem solving

• Consumer information will be integrated across marketing, sales, and service departments

• Integrated mass and direct communications with the customers will be made regularly

To help frame a customer-centric strategy, Forrester[2] has identified five key dimensions which marketers must focus on:

1) Establish a customer-centric marketing culture;

2) Rethink business processes;

3) Create a centralized view of the customer;

4) Use analytics to drive customer communication; and

5) Invest in a consistent measurement framework.

Why companies should change to customer-centric approach?

There are many benefits by switching to a customer-centric marketing approach and adjusting marketing practices to deliver relevant messages through multiple channels.

• The first reason would be 'an improvement in selling and experience' as there are no sales tosses

• Least expensive marketing program and improved referrals

• Marketing investment will be better aligned with customer profit potential

• Increase in profits through customer loyalty. Customers will buy over a long period of time

• Lasting business relationship

• Raises awareness and optimizes appeal

Conclusion

A comprehensive view of the customer helps marketers to deliver productive customer experiences, support marketing measurements, and drive new business opportunities. The first step towards greater profits is to recognize that company profitability is driven by customer-level profitability. Long term investments in the right customer base will definitely help businesses to position themselves to prosper and succeed.

[1] Chaffery, Dave. 2008, Customer centric marketing definition, from; http://www.davechaffey.com/E-marketing-Glossary/Customer-centric-marketing.htm

[2] Source: Defining an Enterprise wide Customer Contact Strategy, Forrester, Research, Inc., October 22, 2008.

When a Information Technology Tools spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.

Finance Snr Manager Employee Productivity

Work-life balance as a Finance Snr Manager is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Finance Snr Manager from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Customer Retention is Boosted by Customer-Centric Culture

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Consumer Behavior Model And Research

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

Deciphering consumer's behavior is the biggest challenge before the manufacturing companies. The success of any product and service largely depends on the consumer's response and behavior. There is no set test to analyze consumer's behavior. The behavior of consumer is affected by several factors and these factors directly indirectly influence the buyer's behavior. Many scientific methods are followed by the companies to analyze the consumer's behavior.

Consumer behavior is exposed to various factors and these factors directly and indirectly influences a consumer's decision in choosing a particular product. A factor such as motivation, learning, and perception great affects consumer's decision. There are several outer factors such as culture, environment as well.

Companies are spending millions of dollars to examine and analyze the consumer's behavior so that they can design and develop a suitable product for the consumer class.

Earlier it was believed that creative advertisements with the catchy lines have the power to affect consumer's buying behavior but the latest experiment does suggest that environmental cues can influence what you like and buy. According to latest research creating a link between a product and something in the environment will surely motivate the consumer to give a second thought about the products and buy it. Though it cannot be generalized but research has shown that establishing relations between a product and something from your outer world will increase the probability of buying a particular product.

One cannot deny the role of social norms and social factors in affecting consumer's buying behavior. The popularity of brand name attracts people and people often prefer branded product and trust brand name instead of local product. Buying and supporting a brand name give social acceptance. People often go for big brands and latest hot trend while purchasing apparel clothing and other items. The cultural value of the society also effects consumer's buying behavior. Companies are paying close attention to advertising and they are trying to inculcate the socially acceptable factors in their advertisement to make it more appealing and influencing.

Man is a social animal and we have a tendency to discuss and exchange views on several topics. For example, if the product is visible as clothing, shoes, car etc., the influence of reference groups will be high. Reference groups also include opinion leader (a person who influences others by his special skill, knowledge or other characteristics).

People mostly shop with friends and family and the role of family member is crucial in deciding the final purchase decision. If someone is shopping for apparels, clothes or other items the suggestion of husband, wife or kid will play important role in finalizing the deal. Here we should note that the purchase of roles change with the changing lifestyles of consumers.

• Roles and Status

When we analyze environmental factor in influencing consumer's buying behavior we cannot ignore the role and status of that person, purchasing decisions will be influenced by their role and status.

Lifestyle

Customer's lifestyle is another factor affecting import purchasing behavior of consumers. Lifestyle refers to the way a person lives in a society and express things in their environment. It is determined by the client's interests, opinions, etc., and activities shape their whole pattern of acting and interacting in the world.

A human behavior is highly influenced by the culture and subculture he lived in. Factors like religion, nationalities, and geographical regions affects human behavior. Marketing strategist pay special attention subculture factors while creating advertisement so that it could influence the customers' behavior in a positive way. An advertisement contradicting the accepted norms and standard will not produce the desired result. A good analysis of the subculture will help the marketer to design a product according to the needs of a person residing in a specific geographical location.

The consumer's buying behavior is open to several factors including environmental factor, social factor, personal factor, psychological factors. Marketing strategist and product developers are paying close attention to these factors so that they can come up with the right kind of product and improve the sales of the products.

Consumers for retail goods go with family or friends. I would like to bifurcate as - personal goods such as clothing, cameras, PCs likewise a consumer go to buy along with friends. White goods like refrigerators, Air conditioners the consumer would like to take along family members.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

Building a Customer Centric Culture

Consumer Behavior In Economics

Empowering employees like Finance Snr Manager to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

Consumer behavior refers to the selection, purchase and consumption of goods and services for the satisfaction of their wants. There are different processes involved in the consumer behavior. Initially the consumer tries to find what commodities he would like to consume, then he selects only those commodities that promise greater utility. After selecting the commodities, the consumer makes an estimate of the available money which he can spend. Lastly, the consumer analyzes the prevailing prices of commodities and takes the decision about the commodities he should consume. Meanwhile, there are various other factors influencing the purchases of consumer such as social, cultural, personal and psychological. The explanation of these factors is given below.

1. Cultural Factors

Consumer behavior is deeply influenced by cultural factors such as: buyer culture, subculture, and social class.

• Culture

Basically, culture is the part of every society and is the important cause of person wants and behavior. The influence of culture on buying behavior varies from country to country therefore marketers have to be very careful in analyzing the culture of different groups, regions or even countries.

• Subculture

Each culture contains different subcultures such as religions, nationalities, geographic regions, racial groups etc. Marketers can use these groups by segmenting the market into various small portions. For example marketers can design products according to the needs of a particular geographic group.

• Social Class

Every society possesses some form of social class which is important to the marketers because the buying behavior of people in a given social class is similar. In this way marketing activities could be tailored according to different social classes. Here we should note that social class is not only determined by income but there are various other factors as well such as: wealth, education, occupation etc.

2. Social Factors

Social factors also impact the buying behavior of consumers. The important social factors are: reference groups, family, role and status.

• Reference Groups

Reference groups have potential in forming a person attitude or behavior. The impact of reference groups varies across products and brands. For example if the product is visible such as dress, shoes, car etc then the influence of reference groups will be high. Reference groups also include opinion leader (a person who influences other because of his special skill, knowledge or other characteristics).

• Family

Buyer behavior is strongly influenced by the member of a family. Therefore marketers are trying to find the roles and influence of the husband, wife and children. If the buying decision of a particular product is influenced by wife then the marketers will try to target the women in their advertisement. Here we should note that buying roles change with change in consumer lifestyles.

• Roles and Status

Each person possesses different roles and status in the society depending upon the groups, clubs, family, organization etc. to which he belongs. For example a woman is working in an organization as finance manager. Now she is playing two roles, one of finance manager and other of mother. Therefore her buying decisions will be influenced by her role and status.

3. Personal Factors

Personal factors can also affect the consumer behavior. Some of the important personal factors that influence the buying behavior are: lifestyle, economic situation, occupation, age, personality and self concept.

• Age

Age and life-cycle have potential impact on the consumer buying behavior. It is obvious that the consumers change the purchase of goods and services with the passage of time. Family life-cycle consists of different stages such young singles, married couples, unmarried couples etc which help marketers to develop appropriate products for each stage.

• Occupation

The occupation of a person has significant impact on his buying behavior. For example a marketing manager of an organization will try to purchase business suits, whereas a low level worker in the same organization will purchase rugged work clothes.

• Economic Situation

Consumer economic situation has great influence on his buying behavior. If the income and savings of a customer is high then he will purchase more expensive products. On the other hand, a person with low income and savings will purchase inexpensive products.

• Lifestyle

Lifestyle of customers is another import factor affecting the consumer buying behavior. Lifestyle refers to the way a person lives in a society and is expressed by the things in his/her surroundings. It is determined by customer interests, opinions, activities etc and shapes his whole pattern of acting and interacting in the world.

• Personality

Personality changes from person to person, time to time and place to place. Therefore it can greatly influence the buying behavior of customers. Actually, Personality is not what one wears; rather it is the totality of behavior of a man in different circumstances. It has different characteristics such as: dominance, aggressiveness, self-confidence etc which can be useful to determine the consumer behavior for particular product or service.

4. Psychological Factors

There are four important psychological factors affecting the consumer buying behavior. These are: perception, motivation, learning, beliefs and attitudes.

• Motivation

The level of motivation also affects the buying behavior of customers. Every person has different needs such as physiological needs, biological needs, social needs etc. The nature of the needs is that, some of them are most pressing while others are least pressing. Therefore a need becomes a motive when it is more pressing to direct the person to seek satisfaction.

• Perception

Selecting, organizing and interpreting information in a way to produce a meaningful experience of the world is called perception. There are three different perceptual processes which are selective attention, selective distortion and selective retention. In case of selective attention, marketers try to attract the customer attention. Whereas, in case of selective distortion, customers try to interpret the information in a way that will support what the customers already believe. Similarly, in case of selective retention, marketers try to retain information that supports their beliefs.

• Beliefs and Attitudes

Customer possesses specific belief and attitude towards various products. Since such beliefs and attitudes make up brand image and affect consumer buying behavior therefore marketers are interested in them. Marketers can change the beliefs and attitudes of customers by launching special campaigns in this regard.

When a Finance Snr Manager spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.