N2Growth Blog

MARCH 23, 2010

I was recently asked the following question: “What is the difference between CRM and CEM, or is there any difference between the two?&# In a previous post I addressed the practice of Customer Relationship Management (CRM) in fairly great detail. As most of you know I am a huge fan of well conceived CRM initiatives.

Blog 304

Blog CRM Management Brand 304

N2Growth Blog

NOVEMBER 29, 2010

Posted on November 29th, 2010 by admin in Miscellaneous , Operations & Strategy , Talent Management By Mike Myatt , Chief Strategy Officer, N2growth Bonus or no bonus? They must be relevant, meaningful, in alignment with cultural values, and tied to the right set of metrics. That is the question.

Blog 382

Blog Metrics Brand CEO 382

HR Digest

APRIL 9, 2024

The interview also explores EY’s innovative talent management approach, leveraging AI for recruitment and lifelong learning opportunities. How do you ensure that these values are embedded within the organization’s talent management practices, and what strategies do you employ to promote a diverse and inclusive workplace culture?

Diversity 52

Diversity Career Globalization Learning-by-Doing 52

Strategy Driven

NOVEMBER 6, 2020

Once KPIs (key performance indicators) have been identified and constructed, they will help to determine the direction and focus of your business in its finance, operational and strategic objectives,” says Leonard Johnson, a writer at Last Minute Writing and Writinity. Tailor Measures To Objectives. Document Performance.

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Development Document KPI Objective 65

N2Growth Blog

DECEMBER 13, 2010

They will not compromise their value system and personal ethics for temporary gain. Perhaps most importantly they have the ability to align interests and sell the vision unifying leadership, management, staff and external stakeholders as well. Great leaders understand how to manage conflict and close positional gaps.

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Blog Leadership Benchmarking Tactics 366

N2Growth Blog

OCTOBER 18, 2010

Decisioning at the information level affords a higher degree of risk management, but are still not as safe as those decisions based upon actionable knowledge. My wife has always told me that “you can’t go wrong by going right,” and as usual I find her advice to be spot on…Never compromise you value system, your character, or your integrity.

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Blog Analysis CEO Brand 416

HR Digest

MAY 6, 2024

An HRIS (Human Resources Information System) is a software solution that helps organizations manage and automate core HR processes like payroll, time tracking, and employee benefits administration. There are many central features that make up these human resource information systems. What is an HRIS?

Human Resources 52

Human Resources System Information Resources 52

N2Growth Blog

DECEMBER 21, 2010

It's one of my great drivers to achieve significance in what I do – even if that doesn't necessarily mean success as defined by any metric you care to choose… Thanks for an interesting read! "False" beliefs, a lack of sincerity, or any belief system that is not genuine can be harmful.

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Blog Succession Influence Brand 416

HR Digest

NOVEMBER 9, 2023

As 2023 draws to a close and companies begin to settle on the wages and hikes for the next year, the question of how to create an equitable compensation system might flash in everyone’s mind—if briefly. Building a conscious pay system requires conscious policies and practices that support such an initiative.

System 52

System How To Benchmarking Diversity 52

Strategy Driven

MARCH 21, 2011

How to start measuring the factors that are most critical to the success of the business and identify the metrics that express them. Worse still, Bob’s behavior and the accolades he receives simply reinforce the notion that everyone should work around the system. Most companies get metrics all wrong.

Hammer 50

Hammer Chief Executive Officer Metrics Process 50

N2Growth Blog

NOVEMBER 23, 2010

Frankly, I'm all for letting the system be overrun by those who deserve to be there. While my list had more "diversity" it was a larger list based upon specific metrics as the standard for qualification – diversity was not one of these metrics. Race or gender have nothing to do with blogging ability.

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Diversity Blog Leadership Learning-by-Doing 350

Harvard Business Review

OCTOBER 17, 2018

Nearly all physicians take on significant leadership responsibilities over the course of their career, but unlike any other occupation where management skills are important, physicians are neither taught how to lead nor are they typically rewarded for good leadership. Medicine involves leadership. Insight Center. The Future of Health Care.

Training 13

Training Leadership Health Care Education 13

Harvard Business Review

OCTOBER 10, 2017

Precision made it easy for managers to oversee their employees. Every spot on every line was visible to managers. Every step of the process was measured, and real-time metrics were easily accessible. Three finance professors once asked more than 400 executives what they would do if their quarterly earnings targets were at risk.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

SEPTEMBER 11, 2017

Set up a simple workflow to manage customer requests. Don’t obsess over metrics like inquiry volume or time to close tickets. This won’t be a “Chief Customer Officer” or a “Customer Success Manager.” What to do. What not to do. Don’t optimize for efficiency. Your goal is success.

Metrics 13

Metrics Engineering Efficiency Learning-by-Doing 13

Harvard Business Review

SEPTEMBER 22, 2011

More and more companies are tying incentive pay to customer metrics. Pep Boys, a US auto parts store chain, reports in its proxy statement that customer metrics are now an important part of its executive compensation system. Truly reliable feedback and metrics. Your CFO and finance team can take a leadership role here.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

MAY 23, 2012

The recent disclosure of a multi-billion dollar trading loss at JPMorgan Chase reminds us again of the challenge and complexity of risk management, the subject of our June 2012 HBR article, "Managing Risks: A New Framework." Each requires customized risk management processes. The compliance-oriented risk manager of a failed U.K.

Risk Management 9

Risk Management CIO Management Banking 9

Harvard Business Review

OCTOBER 25, 2018

HR leaders can start by upskilling their teams in areas that impact two critical business outcomes: building bench strength and tying HR metrics to financial success. As such, HR can course-correct when necessary by revising or shifting its priorities among hiring, development, and performance-management systems.

Skills 13

Skills Survey Technology Strategic Planning 13

Harvard Business Review

MAY 28, 2015

” Is management research a folly? There is reason to worry that the reward system in our field, particularly in the publication process, is misaligned with the goals of good science. There is reason to worry that the reward system in our field, particularly in the publication process, is misaligned with the goals of good science.

Management 8

Management Retail Construction Ethics 8

Harvard Business Review

DECEMBER 8, 2017

But business does not escape the ramifications of the scale of the human enterprise, which brings incredible stress on the natural systems that feed (figuratively and literally) our human economy. You can see vast wind farms along ridgelines, of course, but I use one shorthand metric to gauge progress: how covered are the rooftops?

Energy 8

Energy Finance Metrics Definition 8

Harvard Business Review

JULY 29, 2014

In the July/August issue of HBR , Ram Charan argues that the Chief Human Resources Officer (CHRO) role should be eliminated, with HR responsibilities funneled in two separate directions — administration , led by traditional HR-types, reporting to the CFO; and talent strategy , led by high-potential line managers, reporting to the corner office.

CFO 11

CFO Charan Intangible Assets Human Resources 11

HR Digest

AUGUST 1, 2019

Without an understanding of basic financial concepts, executives are not well-equipped to make decisions related to financial management. managers are uninformed about the basics of financial literacy to face the challenges of the future. Why is financial literacy at all levels of management a basic need?

Finance 63

Finance Metrics EBITDA Handbook 63

Harvard Business Review

OCTOBER 10, 2012

Along with a number of my colleagues in finance, I take a "functional approach" to understanding the financial system. By those metrics, some non-bank payment systems — prepaid debit cards and money orders — may actually be better for certain consumers than bank products. But is it really all about the banks?

Survey 15

Survey Banking Finance Bond 15

Harvard Business Review

SEPTEMBER 13, 2012

An impatient marketing or finance manager would, on the sly, secure some extra budget money and hire a contractor to build a little database that tracked mailing addresses or top-line financials. Slowly but surely, as the little database grew bigger and bigger, the manager would wedge the cost into her operating budget.

Supply Chain 15

Supply Chain CIO Budgeting Project 15

Harvard Business Review

JULY 11, 2013

Enron owned the largest natural gas pipeline system in the U.S., Were the rating agencies aware of Enron''s oft-maligned financing structures? In essence, these financing structures were a "fail safe" designed to ensure that Enron''s balance sheet remained investment grade. Ethics Failure Finance'

Price 8

Price Credit Rating Finance Chief Financial Officer 8

Harvard Business Review

JUNE 14, 2016

Last year, networking giant Cisco Systems worked with one of its contract manufacturers in Malaysia to deploy 1,500 energy and temperature sensors on its manufacturing equipment. As Kern put it, “We always manage costs so closely, but we weren’t really measuring energy — we didn’t know how much we spent!

Energy 8

Energy Company Supply Chain Operations 8

Harvard Business Review

JULY 30, 2014

He argues that it’s the rare CHRO who can serve as a strategic leader for the CEO and also manage the internal concerns of the organization. Capability: identifying the organization capabilities (called culture, system, process, resources, etc.) Ram Charan’s recent column “ It’s Time to Split HR ” has created quite a stir.

Charan 10

Charan Human Resources Leadership Pipeline Decentralization 10

Harvard Business Review

JUNE 8, 2017

Purchasers of healthcare services encounter widely disparate charges across different healthcare delivery systems for equivalent surgical procedures, varying by up to 40%. Fewer than 5% of healthcare systems initially identified for participation in ECEN meet all of the quality requirements for consideration.

Health Care 8

Health Care Participative System Cost 8

Harvard Business Review

SEPTEMBER 29, 2014

Indeed, achieving their goals required significant behavior change from multiple players who didn’t necessarily see themselves as part of the same systems even though they served largely the same families and neighborhoods. Standard performance metrics for these big audacious outcomes do not exist. This is not an easy task.

Metrics 9

Metrics Banking Learning-by-Doing Education 9

Harvard Business Review

OCTOBER 6, 2011

This blog post is part of the HBR Online Forum The CEO's Role in Fixing the System. We have been deploying technology, re-engineering, training, and adopting modern IT-enabled management platforms to help our workers improve their productivity, hence their income.

Industry 10

Industry Strategy Supply Chain Long-term 10

Harvard Business Review

OCTOBER 9, 2015

“The proper goal for any health care delivery system is to improve the value delivered to patients … To properly manage value, both outcomes and cost must be measured at the patient level,” Harvard’s Robert Kaplan and Michael Porter tell us. But, why do we only define patient value by outcomes and cost?

Health Care 8

Health Care Cost Kaplan Porter 8

Harvard Business Review

DECEMBER 21, 2011

Finance puts the systems in place to track the money coming in. As sales took off, management continued to "share the wealth." Capturing account information using a CRM or other system: That way, people throughout the company, not just one salesperson, can learn the needs and history of each customer.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

DECEMBER 15, 2015

This is ineffective deal management, and it eventually leads to loss of positioning with customers, and, over time, the nurturing of “commodity competencies.” At that point, Alphatech’s management reassessed its strategy and sales approach. Management first evaluated who were, and who were not, good customers.

Strategy 8

Strategy Team Discount ROIC 8

Harvard Business Review

APRIL 1, 2016

When business leaders talk about going digital, many are uncertain about what that means beyond buying the latest IT system. Right behind it are media, finance, and professional services, all of which have far more sophisticated digital capabilities than the rest of the economy.

Industry 8

Industry Benchmarking Supply Chain Health Care 8

Harvard Business Review

MAY 5, 2016

Aggravated and depressed by the decline of their core memory business in the 1980s, Intel’s top management struggled for strategic clarity. They see disrupted incumbents from retail, finance, health care, transportation, professional services, and manufacturing requiring radical restructuring of assets, productivity , and innovation.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

OCTOBER 10, 2012

Along with a number of my colleagues in finance, I take a "functional approach" to understanding the financial system. By those metrics, some non-bank payment systems — prepaid debit cards and money orders — may actually be better for certain consumers than bank products. But is it really all about the banks?

Survey 8

Survey Banking Finance Bond 8

Harvard Business Review

JUNE 1, 2016

In manufacturing, leaders invest in plant, property, and equipment and carefully manage production and inventory. ” Immelt notes that success requires GE’s willingness to change on many levels—from recruiting, to customer management, to technology. Uncover the core beliefs that motivate these behaviors.

Business Model 8

Business Model Industry Metrics Budgeting 8

Harvard Business Review

APRIL 18, 2012

Taft is CEO of RBC Wealth Management-U.S. He's also convinced that businesses' ability to shove costs onto society ( externalities ) is rapidly declining, that environmental, social, and corporate governance ( ESG ) metrics are here to stay, and that Canada's highly concentrated banking system is safer and better-regulated than ours.

Metrics 13

Metrics Open-book Long-term Comparison 13