POV: The Internet of Things is Changing How We Manage Customer Relations

Point-of-View: The Internet of Things is Changing How We Manage Customer Relations Harvard Business Review (HBR) June 2015 Summary: Internet of Things (IoT) is changing how we manage customer relationships. CRM is going beyond the transaction to capture the details of the customer’s actual experience. The vivid view of the end-to-end experiences is rapidly changing how people think about, measure, and manage their customer relationships. IoT is gaining acceptance. People are accepting (giving up things about them) in return for Read More …

POV: Good Data Does Not Guarantee Good Decisions

Point-of-View: Good Data Does Not Guarantee Good Decisions Harvard Business Review (HBR) April 2012 Summary: Big Data, no matter how comprehensive or well analyzed, needs to be complemented by Big Judgment. Executives don’t manage information as well as they manage other assets. Their return on data investments is limited because they are under investing in understanding the information. Investments in analytics can be useless, even harmful, unless employees can incorporate that data into their decision making. Analytic skills are concentrated Read More …

POV: Get the Boss to Buy In

Point-of-View: Get the Boss to Buy In Harvard Business Review (HBR) January/February 2015 Summary: Organizations don’t prosper unless managers in the middle ranks promote the need for change. Yet for many reasons they may not voice their ideas and concerns. Most managers struggle to sell their ideas to executives at the top. They find it difficult to raise issues early and be invited to have conversations at a “strategic” level. Managers must time & tailor their pitch to key stakeholders, Read More …

POV: Collaborative Distractions

Point-of-View: Collaborative Overload Harvard Business Review (HBR) January/February 2016 Summary: Time used in collaborative activities (meetings, email, etc.) has grown by 50% or more. At many companies, it’s 80% of the day, leaving little time for individuals to complete their own work. There are three types of “collaborative resources”. Informational (can be recorded and passed on), Social (awareness and access within a network), and Personal (one’s own time and energy). Informational and social resources are infinite and can be shared Read More …

STRONG FINISH and FAST START

STRONG FINISH and FAST START Seems like yesterday everyone was kicking off 2015.  Where did the year go?  For some, it was a great year, and for others not so great. Regardless, transitions are a time to reflect.  What worked?  What didn’t work?  What needs to change? I thought a bit of humor would be welcomed to help jump start your process of reflection.   Hopefully it will strike a chord and not hit a nerve…  😉 Here is to Read More …

POV: Harvard Business Review – Outsmart Your Own Biases.

Point-of-View: Outsmart Your Own Biases Harvard Business Review (HBR) May 2015 Summary: Dangerous to rely too heavily on what experts call System 1 thinking – automatic judgments from associations stored in memory – instead of logically working through the information that’s readily available (System 2 thinking). System 2 thinking can also be dangerous because of deliberate reasoning gone awry, cognitive limitations, or laziness. Everyone is susceptible to such biases, especially when we are fatigued, stressed, or multi-tasking. Out of survival Read More …

POV: Harvard Business Review – Making the Consensus Sale

Point-of-View: Making the Consensus Sale Harvard Business Review (HBR) March 2015 Summary: On average 5.4 people have to formally sign-off on B2B purchases. Best way to build customer consensus isn’t to do a better job of connecting individual customer stakeholders to the supplier but to more effectively connect customer stakeholders to one another. Problem definition and solution identification are much more difficult for buyers to reach consensus than supplier selection. Suppliers focus too much on supplier selection. By the time Read More …

POV: Inside the Box

You Decide… Brainstorming (outside the box) or Brainforming (inside the box) by Drew Boyd and Jacob Goldenberg Summary: We are all creatures of habits. Habits simplify our lives by triggering familiar thoughts and actions to get us thru the day – getting up, eating breakfast, going to work, making decisions. Behind every habit is a template – a repeatable and “code able” pattern. Templates “limit” us in a way to boost our productive/creative output. Highly effective (intuitive) people don’t realize Read More …

Endless Wanting: A Tale of Wile E. Coyote

And, here’s what you missed… Healthcare is continuously evolving. We are on a mission to margin; rising costs are unsustainable. There is little room for error; hospitals are at risk of closing, and demand for health services already exceeds supply. Reviewing economic indicators, industry trends, and our own financial solvency, effectiveness and profitability regularly will inform our decisions with needed perspective. There is no silver-bullet, or single solution, however elaborate, to transform this accidental wasteland. We all have a role Read More …

Economy and Industry and Financials! Oh my!

Scared? Don’t be. You’re safe at your desk or with your cell phone (i.e. pacifier), and you’re far from the dangerous Wolf of Wall Street… Or are you? If you’re like me, you’ve read oodles of articles about healthcare and heard enough soundbites to think you have the story. Maybe “you’d rather take the butcher’s word for it” and leave it there. Thing is, if you let yourself be a student, and draw your own conclusions after a little research about Read More …