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When a CRM is Worth its Weight
Introduction Effective customer engagement, acquisition, and sales are unquestionably vital for most organisations. Even organisations funded primarily by the government/donors often need to nurture and engage customers and stakeholders. As we move forward, customers and stakeholders are often becoming more sophisticated and knowledgeable. Furthermore, competition is growing, and consistent engagement is essential. The more personalised your engagement is with customers, the better retention rates you'll have. Customer Relationship Systems...
Is This Valuable Business Opportunity in Your Blind Spot?
Customers want to improve their lives through the products and services they use. They generally prefer to deal with a handful of businesses rather than many. What's more, their future intentions and buying habits are often greatly influenced by their experience. Think about yourself as a customer. The truth is that the most successful businesses provide outstanding customer experiences. This is no coincidence because these businesses see customer experience as a strategic priority and do what's possible to ensure customers love them. By...
Overcome Change Fatigue and Achieve
Are you feeling fatigued from change? You are not alone. Change fatigue can be a significant challenge during times like the ones we are going through. Many organisations need alternative strategies to overcome fatigue. Even when the current difficulties are over, we will likely confront fatigue soon, so I'm sharing five timeless strategies. In a recent article published by Gartner, Mary Baker states, "Employees' ability to absorb change has plummeted precisely at the time when more organisations need change to reset". Regardless of whether...
The Not-For-Profit Paradox
For-profit or not-for-profit? Is that the question? Perhaps not! All organisations need to make a profit over a sustained period. Without profit, an organisation will be restricted, and eventually cease. We'd probably laugh if we called organisation 'For-Loss' or 'For-Breakeven-Only'. A more relevant question is: ‘How should organisations distribute profit?’ This is an important question which impacts millions of Australians. At least 10% of Australian organisations are not-for-profit (NFP). That's at least 250,000 NFPs! If each of these...
See value right under your nose
What if valuable resources are right under our noses, and we don’t recognise them for what they are! This may be more common than we realise. To use a simple example, I went to the post office a few days ago and it occurred to me that I use their service every day of the week. Yet I’d never posted a review despite outstanding service. Also, the value exceeds what I pay (in my opinion). After looking on Google Maps, I realised half the reviews were negative and immediately posted a review. The staff are helpful and reliable, and deliver a...
Embrace Change as the Norm
Change is accelerating on many fronts. Economic, organisational, political, social, cultural. Change is now inevitable for organisations, and needs to become 'core business'. For too long, organisational change has been viewed too distinctly from other activities. However, business leaders increasingly needing to lead change in parallel with 'business-as-usual'. "In 2018, out of 2,000+ managers, 47% reported that in order to survive, they needed to reinvent their business every three years or less" (Harvard Business Review, 2018). And then...
Untangle the Technology Web
Technology is becoming more complex within organisations, that's for sure. In this post we will strategies for dealing with this complexity. We trust you will gain considerable value from this.. Some of the problems we see are: Current software is seen as the problem, when other organisations are using the same software successfully. Organisations prematurely focus on new software before understanding the problems and requirements. Organisations don't engage with all relevant vendors within a software category and miss out on compelling...
Put your Customer in the Centre
Customer experience is important - that's a fact. In any environment and conditions. And there is often a gap between the views of customers and business leaders. CEOs often overrate the CX delivered, and their customers have a different view of their experience. We can avoid this trap by listening objectively to people's experiences, stand in their shoes, and think of how things can be made a whole lot easier. There's always opportunity for improvement. It can be the simple things that make a great difference. Improvement doesn't need to be...
Improve Vision and Decision-Making
Remember when some organisations spoke about 20/20 vision in 2020?! It's been difficult to see far ahead this year - and decision-making has been harder than ever. Wave after wave has hit us. COVID, royal commissions, international trade relations, US Presidential Election, BREXIT, etc! Life seems to have changed for good, but through this we have great opportunity for growth. I've paused to reflect on lessons for business and the rest of life. Some themes have been: How we use information Who we trust Our decision-making effectiveness are...
Webinar: Technology is not the Silver Bullet!
With the ever-changing needs and obligations of the NDIS, Providers are faced with the goal of constantly responding to changes whilst delivering a seamless Participant experience. Technology is crucial to achieving this. By aligning technology with your business needs – and not changing your business to fit the technology – you can: Adapt quickly to changes and become an “agile” organisation Focus on both Participant experience and operational efficiency In this free one-hour session you will hear how Cara has applied a “Business-First”...
Improve your Organisation in any Climate
Last week the British Government launched an investigation into how an Excel spreadsheet glitch led to nearly 16,000 coronavirus cases going unreported. The spreadsheet was used to report daily figures – and data was missing for several technical reasons (ABC News)! This problem has hit the press, and we can learn some lessons from it. Some other notorious spreadsheet fiascos include: JPMorgan Chase (the “London Whale” incident) inadvertently masking a $2 billion loss partly due to Excel spreadsheet errors (Reuters). Barclays Bank spreadsheet...
Our clients inspired us to streamline projects
What a month! The COVID situation is improving in Australia with a significant reduction of active cases in the last fortnight. We are fortunate considering the overall response by the Federal and state governments, and the community. The Australian fiscal response is second only to Qatar, and economic recovery will likely be gradual. "Australia outspent every other country - except Qatar - with the government's $214 billion fiscal response to COVID-19 pandemic, a new analysis found. In direct fiscal stimulus, Australia is spending 10.6 per...
Welcome to the Emergent Community
Welcome to the Emergent Community. With Emergent Consulting you’ll discover new information, industry trends, inspiration, and practical advice to assist your organisation. We’ll bring you the latest development, explore what they mean, and how the findings can apply to your organisation. As a member of the Emergent Community you also have access to our exclusive industry dashboards and insights. With this knowledge and expertise, you can enhance your ability to create outstanding customer experiences and streamline business and technology....
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