TO CUSTOMERIZE YOUR ORGANIZATION
two out of five employees say its difficult
for customers to do business with their organization.
In todays challenging economy, retaining
existing customers is critically important.
Bruce L. Katcher, Ph.D explains how to customerize
your company to make customer focus a priority:
to Customerizing Your Business
the Quality of the Customer Experience
Management Must Take the Lead
Employees in Customerizing Your Business
methods used to promote safety can serve as
a good customerization model for your organization.
IN A DOWNTURN
Guest columnist Adrian Slywotzky, author
of How Digital Is Your Business?
(Crown Business, 2000), explains why the real
winners in 2002 and beyond will be those companies
that use the opportunity created by a slowdown
to trim, refocus and then accelerate, while
continually keeping their best-customer relationships
front and center.
to Slywotzky, while an economic downturn may
prompt business leaders to put their companies
digital initiatives on hold in order to reign
in costs, the best tack is to concentrate on
those initiatives that will make money in the
short term. He writes: The pain of a slump
gives you the undivided attention of everyone
on your payroll, as well as making it abundantly
clear that every penny counts. And now that
there's slack capacity among the staff, they
have more time to sweat the 10X improvements
and accelerate the transition to a digital business
ORACLE OF ORACLE The Story of CEO Larry
Ellison and the Strategies Behind His Companys
Ever wonder what it takes to build a world-class
company from scratch? According to Ellison,
it's a take no prisoners approach
to business: It is not enough that I succeed;
all others must fail. The Oracle
of Oracle a new book by Florence Stone,
editor of 'Executive Matters', gives us a rare
behind-the-scenes look at the visionary, often
enigmatic man behind the $10 billion software
powerhouse. Read more about this leader called
ruthless by some and a visionary
by others in this fascinating, up-close report
from the front lines of the software industry
TIPS FOR INTERNATIONAL BUSINESS TRAVELERS
Dr. Tracey Wilen gives expert, practical
advice for business travelers: how to prepare
for travel emergencies, avoid thieves, and most
importantly, stay safe when traveling far from
home. Here are some highlights:
a photocopy of your passport and visas. Keep
them with you, but separate from your actual
passport. Also leave a set at home with someone
you can contact easily.
you have luggage, use covered luggage tags,
and use an office instead of a home address.
your risk of theft and assault by staying
in a quality hotel that has safety features
such doormen, bellmen, and night staff. Choose
popular business travelers' hotels in tourist
areas, not in residential areas where the
streets tend to quiet down in the evening.
ATM's in lonely areas. If it appears unsafe,
exchange money at the hotel.
sidewalks, do not walk close to street traffic,
as passing motorbike thieves often snatch
A BAD LEADERSHIP MOVE
Ideally, as a leader, you dont want
to find yourself in a position where you have
to start over or undo the decisions made before
you. If you do find yourself in such a situation,
however, here are three rules to follow:
Revisit plans and milestone goals. Examine them
in light of current conditions. The ultimate
objective may still be relevant but circumstances
may call for a change in plans or the timetable
for the goals achievement.
Question every assumption. Divide your assumptions
into three categoriesmarketplace issues,
internal operational considerations, and people
factorsand review deviations in these.
Determine what could have been done to prevent
them. Your goal is not to fix blame but to identify
the nature of problems that beset your plan.
By the end of your study, you should know not
only what went wrong and why but also what actions
to take to get back on track.
Ask yourself, Do I want to get back on
track? Before moving forward, be prepared
to rethink your vision and mission. Question
the very premises by which those decisions were
made. A clear vision and mission are critical
in enabling you to focus direction and determine
where you want to go.
GLOBAL: SHOULD YOU OR SHOULDNT YOU?
According to Bradley E. Hosmer of The Beta
Consulting Group, The biggest mistake
any U.S. company can make when considering going
global is assuming that foreign markets are
the same as its domestic one. The reality is,
customers in other parts of the world will not
automatically respond to products and services
in the same way they do here in America.
Hosmer points out that foreign consumers may
also be wary of an unknown brand. And an American
company may be woefully ignorant of its major
competitors in the new market. There are many
points to consider, starting with these
you understand the unique characteristics
of the target markets?
local trade practices could determine your
success and failure?
there trade barriers? What are they?
will you get paid? What are the currency risks?
EXECUTIVE MEMBER BREAKFAST BRIEFINGS
SPRING 2002 SCHEDULE
Register now to attend the Briefing nearest
you where you'll meet and network with colleagues
and hear experts speak on timely business issues.
Real-world examples will be a crucial part of
these dynamic programs and each presentation
will be followed by a question and answer session.
breakfast will be served at 8:30 a.m. Presentations,
including Q&A, will take place from 9:0010:30
are FREE to Executive Members.
$35 for Guests and non-members.
the Upturn by Preparing to Grow Again
Speaker: Robert K. Tomasko
April 11, 2002, AMA Executive Conference CenterWashington,
the Economy: Improving Your Company's P&L
Speaker: Lee Epstein
April 18, 2002, AMA Executive Conference CenterSan
You Have the Talent to Get to the Future?
Speaker: Charles H. Bishop, Jr.
April 18, 2002, AMA Executive Conference CenterChicago
Enronism: Leadership Lessons A Current Issues
Speaker: James R. Lucas
April 18, 2002, AMA Executive Conference CenterNew
Cash Flow for Survival and Growth
Speaker: Bernard Marino
May 23, 2002, AMA Executive Conference CenterAtlanta
register, call 1-800-313-8650
YOUR ADMINISTRATIVE ASSISTANT DURING ADMINISTRATION
PROFESSIONALS WEEK, APRIL 22-27!
AMA is running a variety of seminars specially
designed for Administrative Professionals during
Administrative Professionals Week, April 22-27.
Sending your assistant is a great way to train
and reward a valued employee.
details on the courses (and on significant cost