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Discover how Conversation Intelligence transforms business operations, providing real-time insights that enhance efficiency, decision-making, and performance. Conversation Intelligence That Drives Operational Excellence (OpEx) Harness the power of Value Insight, our Conversation Intelligence tool designed to drive Operational Excellence. By analysing phone call conversations, Value Insight uncovers real-time insights that enhance efficiency, streamline workflows, and improve decision-making. By assessing key interactions, Value Insight helps identify inefficiencies, optimise processes, and unlock opportunities for increased profitability. This behaviour-driven approach empowers businesses to adapt, innovate, and thrive in a competitive landscape. Gain the clarity and precision needed to make smarter decisions, drive meaningful progress, and achieve lasting success with Value Insight. Quickly Identify and Remove Your Company’s Weakest Links Value Insight delivers essential operational insights Conversation intelligence drives operational and sales insights and strengthens sales staff training to improve alignment and drive tangible results. By providing actionable data, it transforms sales and service operations into more efficient, rewarding, and profitable work while enabling businesses to uncover opportunities for continuous improvement. Create high quality conversations to improve sales and customer service outcomes Value Insight provides visibility into what agents and callers say during calls and a scoring methodology that keeps everyone improving. A robust customer success coaching initiative can be developed using reality-based insights to ensure uniformity across the team, creating a consistent standard of care that reassures clients of your genuine concern for their well-being. Get clarity on performance Operational insights play a critical role in identifying challenges and opportunities, enabling you to make informed decisions and implement meaningful change. As a leader, you need clear, concise, and well-informed insights on the issues impacting your business performance to drive effective operational change and achieve sustained growth. Avoid damaging call experiences Value Insight conversation analysis is set up in minutes, so you can immediately: ● Reduce complaints and customer frustrations ● Identify lost enquiries ● Improve agent behaviours ● Improve returns from marketing ● Increase sales conversion rates ● Increase positive reviews and testimonials Telephone skills training With improved behaviours, telephone skills and awareness, sales and service agents, receptionists and front desk staff can expect to become more confident in how to manage customer interactions on the phone. They will learn best practice techniques for handling a myriad of different and difficult real world sales and service situations leading to improved outcomes for both themselves, the callers and your business. Telephone skills training course details. Discover hidden complaints How many of your service calls are hidden complaints? These calls often go unnoticed and unrecorded, but they are eating away at your productivity and profitability without anybody noticing. Expose lost sales opportunities Understand how many enquiries your team is losing from low engagement and quickly address the underlying causes. Know the total sales opportunity The Value Insight conversation intelligence platform will reveal the total opportunity created by your marketing campaigns so you can establish your marketing return on investment (ROI) and whether your sales team is realising that investment. Pinpoint poor customer experience Ensure every member of your staff adheres to your brand standards, guidelines and best practices with every customer. This will help you stand out from the competition, increase customer retention and loyalty rates and increase sales. Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover what Workflow Architecture Design is and how it optimizes business efficiency. Learn about process mapping, task sequencing, automation, human-centred design, and more to future-proof your workflows for long-term success. What is Workflow Architecture Design? Unlock the Power of Workflow Architecture Design: Transform Your Business Operations with Efficient, Scalable, and Future-Ready Workflows. Published on: 26 Sept 2024 Workflow Architecture Design is a strategic framework that structures, optimises, and manages workflows to enhance efficiency , collaboration, and adaptability. This framework integrates operational efficiency , technological automation , and human-centred design to create streamlined business processes. Below is a comprehensive, in-depth guide to understanding, implementing, and improving workflow architecture. 1. Understanding Workflow Architecture Design Workflow Architecture Design refers to the structural design that defines how work is executed, from individual tasks to entire processes. The goal is to improve operational efficiency , eliminate bottlenecks, and ensure resources are allocated effectively. A well-designed workflow architecture involves the precise sequencing of activities, decision-making pathways , and integration with both human input and technological tools. 2. Core Components of Workflow Architecture Design Process Mapping : To understand and optimise workflows, process mapping is essential. Visualisation tools like Swimlane Diagrams and Value Stream Mapping help identify roles, responsibilities, and areas of waste. For example, a Swimlane Diagram can pinpoint where communication breaks down between departments, while Value Stream Mapping is key to understanding inefficiencies in manufacturing processes. Task Sequencing and Dependencies : Using tools like Critical Path Analysis (CPA) and PERT charts helps in sequencing tasks and identifying dependencies. These tools go beyond basic sequencing, offering insights into which tasks impact the overall timeline and which can be delayed without disruption. A PERT chart , for instance, is highly effective in construction projects where resource planning can fluctuate based on external variables. Resource Allocation : Resources, such as people and tools, must be effectively allocated throughout the process. A well-designed workflow architecture reduces resource waste, optimises time management, and prevents bottlenecks in resource allocation. Automation and Integration : Automation is a crucial component, but it’s important to avoid over-automation. Robotic Process Automation (RPA) can automate repetitive tasks, but integrating with legacy systems poses challenges. Tools like UiPath for automation and platforms like Zapier or Integromat for integration streamline workflows. For example, in a finance department, using RPA to automate invoice processing reduces errors and improves speed. Human-Centred Design : While automation and efficiency are important, workflow design must consider user experience. Applying Cognitive Load Theory reduces the mental burden on users, streamlining decision points and simplifying user journeys. User Journey Mapping ensures workflows are intuitive and easy to navigate. 3. Steps to Implement Workflow Architecture Design Audit Existing Workflows : Start by auditing current workflows , identifying inefficiencies and bottlenecks. Define Objectives : Establish clear objectives, such as improving turnaround times, reducing costs, or enhancing collaboration. Choose the Right Tools : Select automation tools (e.g., UiPath , Blue Prism ) and project management software ( Asana , Monday.com ) based on your goals. Pilot and Implement : Run a pilot program to refine the workflow before full-scale implementation, ensuring smoother transitions. Monitor and Improve : Use performance metrics such as Lead Time , Cycle Time , and Overall Equipment Effectiveness (OEE) to monitor and continuously improve workflows. 4. Challenges and Solutions in Workflow Architecture Design Resistance to Change : Employees may resist new workflows due to disrupted habits or unfamiliar systems. Using change management strategies like Kotter’s 8-Step Model or ADKAR and Rostone Opex 7Ts High-Performance Work System can help smooth transitions. For example, healthcare organisations implementing patient management systems often face resistance, which can be mitigated by early involvement and ongoing communication with staff. Automation Pitfalls : Over-automation can create inflexibility. Careful planning of which tasks to automate and maintaining a balance between human and machine interaction is essential. For example : A financial services firm automated only the routine elements of its customer service system, ensuring agents could focus on higher-level problem-solving. 5. Industry-Specific Applications of Workflow Architecture Manufacturing : Lean principles and Just-in-Time (JIT) production are critical to optimising workflows. Manufacturers often rely on OEE to measure the efficiency of equipment and workflows. A factory implementing workflow architecture design can reduce downtime and improve overall production efficiency by 20% through better resource allocation and automated reporting tools. Healthcare : Workflows in healthcare focus on patient care and compliance with regulatory standards. By redesigning patient discharge processes using workflow architecture, a hospital could improve bed turnover and enhance patient satisfaction. Service-Based Industries : These industries often require flexible workflows. Using Kanban Boards for service delivery allows for greater transparency and continuous improvement. For example, a law firm can use Kanban to streamline case management, reducing time-to-resolution by perhaps 30%. 6. Performance Metrics Tracking and monitoring performance is critical for workflow efficiency. Beyond Lead Time and Cycle Time , industries like manufacturing use OEE , which provides a holistic view of how well a process is functioning by combining availability, performance, and quality metrics. Example : In a factory, reducing machine downtime could improve OEE by 15%, translating into significant cost savings and increased production rates. 7. Future-Proofing Workflow Design Emerging technologies like AI , machine learning , and blockchain are reshaping workflows. AI is increasingly used for predictive analytics in areas such as inventory management, where businesses can forecast stock requirements and adjust orders accordingly. Blockchain technology, known for its transparency and security, can streamline workflows in supply chain management, improving traceability and reducing fraud. Example : A logistics company could use AI-powered workflow management tools to predict supply chain disruptions and adjust delivery routes in real time, cutting fuel consumption and improving on-time delivery rates. Conclusion Building a scalable, efficient, and sustainable workflow architecture requires a combination of advanced process mapping techniques, automation tools, and human-centred design tailored to industry-specific challenges. By implementing change management strategies and monitoring performance through appropriate metrics, organisations can drive continuous improvement and operational excellence. Keeping an eye on emerging technologies ensures workflows remain competitive and adaptable to future business needs. 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What is ESG - Environmental, Social and Governance Criteria? What is ESG - Environmental, Social and Governance Criteria? Environmental, social, and governance, or ESG, refers to the three crucial elements when assessing a financial investment's sustainability and moral impact on a corporation or a business. Published on: 7 Nov 2024 Environmental, social, and governance, or ESG, refers to the three crucial elements when assessing a financial investment’s sustainability and moral impact on a corporation or a business. Most socially conscious investors assess firms using ESG criteria when evaluating investments. It is a general phrase used in capital markets and frequently used by investors to assess corporate behavior and forecast future financial results. ESG factors are a subset of non-financial performance indicators that cover moral, environmentally friendly, and corporate governance concerns. These concerns include things like putting systems in place to ensure accountability and reducing the corporation’s carbon footprint. Rising inequality, the shift from a linear to a circular economy, climate change, and balancing societal and economic requirements are just a few significant issues facing our world today. Businesses need to be effective stewards of financial capital and natural and social capital and have the proper governance framework in place. This is what investors are increasingly demanding. ESG is becoming more significant from the standpoint of acquiring debt and equity financing as more and more investors incorporate ESG factors into their investment decision-making process. Environment The “environmental” component of ESG refers to the environmental impact of a corporation. This can involve the: greenhouse gas emissions, water and waste management methods, and conservation initiatives of a business. Due to their efforts to reduce their environmental impact, companies with excellent ESG practices in this area are frequently viewed as more responsible and sustainable. Social A company’s social impact is considered the “social” component of ESG. This can include how a business treats its employees, interacts with suppliers and other stakeholders, and engages with the neighborhood. They are making efforts to guarantee that their operations benefit society. Businesses with good ESG practices in this area are frequently viewed as more responsible and ethical. The social category of ESG may encompass specific problems like diversity and inclusion, employment policies, and human rights. Governance A corporation’s governance procedures and policies are referred to as the “governance” component of ESG. This comprises the management and leadership structure of the business, its decision-making procedures, and openness. Because they have adequate procedures to ensure they are managed ethically and transparently, companies with excellent ESG practices in the governance sector are frequently considered more responsible and accountable. Executive pay, board diversity, and shareholder rights are a few specific concerns that may fall under the governance area of ESG. ESG and SGD have a close association with one another. Many of the topics covered by the SGDs, such as inequality and climate change, are also essential ESG factors. It is possible to promote sustainable development objectives and have a good effect on society and the environment by investing in firms that perform well on ESG measures. On the other hand, investing in businesses with subpar ESG performance risks undermining the SGDs and causing unfavorable social and environmental effects. What Companies Should do to Mitigate Legal and Reputational Risks about the ESG Develop and implement strong ESG policies and practices: Businesses should have definite rules and procedures in place to handle concerns related to the environment, society, and governance. All employees and stakeholders should be informed of these rules, which should comply with all applicable laws and regulations. Monitor and report on ESG performance Businesses should have a set of definite rules and procedures in place to handle concerns related to the ESG. All employees and stakeholders should be informed of these rules, which should comply with all applicable laws and regulations. Engage with stakeholders Businesses should actively involve their stakeholders, such as staff members, clients, investors, and community members, to comprehend their ESG concerns and resolve potential problems. Manage risks proactively Potential ESG risks should be identified and evaluated by businesses, and procedures should be in place to manage and reduce these risks. This might entail carrying out risk analyses, creating risk management committees, and carrying out risk management strategies. Seek out guidance and support To manage complicated ESG concerns and make sure they are taking the necessary precautions to avoid legal and reputational risks, and companies may choose to seek advice and support from other sources, such as industry groups, consultants, and legal experts. According to a recent survey by OCEG ESG, the common areas of ESG impact were lead by brand and reputation. The various effect zones mutually depend on one another; they cannot exist alone. Investment choices are influenced by customer satisfaction. Both customer and employee satisfaction impact brand and reputation. Financial results have connections to both investors and customers. ESG impacts will continue to expand overall, both favorably as corporations make their ESG efforts more visible and negatively when ESG-related failures in areas of environmental and social concern occur, regardless of which is now “in the lead,” as stated. Adoption of ESG Technology The use of technology to support and enhance an organization’s ESG practices is referred to as the adoption of ESG (environmental, social, and governance) technology. This can encompass a huge variety of technologies, including: Environment Technologies These include technology like renewable energy, energy efficiency, and water conservation intended to assist businesses in lessening their negative environmental impact. Social technologies These include supply chain management systems, training and development systems, and human resources management systems, all of which are intended to assist businesses in improving their social performance. Governance technologies These technologies, such as risk management, compliance, and transparency tools, are intended to assist businesses in strengthening their governance procedures. Utilizing ESG technologies can help businesses reduce legal and reputational risks while enhancing their ESG performance. Additionally, it can aid companies in lowering expenses, boosting productivity, and strengthening their standing in the market. However, it is crucial for businesses to carefully weigh the advantages and disadvantages of implementing ESG technologies and to make sure they have the resources and knowledge required to do so. According to the poll, only 10% of respondents said they used technology entirely, and another 30% said they only used it for some aspects of environmental, social, and governance (ESG). More than 60% of these attempts do not use any technology. How ESG, Finance, and Investing Works Together Allocating resources over time to make a profit is a critical component of finance and investment. ESG issues may be necessary when making financial and investment decisions since they can have a good or negative impact on a company’s financial performance and, consequently, the return on investment. ESG variables are becoming more widely acknowledged as related to financial performance. It’s a tool for identifying possibilities and hazards in investment analysis. As a result, many investment strategies that consider ESG factors have been developed, including sustainable and impact investing . These strategies seek to provide a profit and beneficial societal or environmental impact. When the paradigm was included in many institutional investors’ playbooks, ESG gained popularity. In addition to new and evolving reporting formats, an increasing number of ESG rating agencies issue ESG ratings, enhancing the consistency and transparency of the data that businesses disclose publicly. Capital markets can be an effective vehicle for bringing about change. Bad actors may be enticed to improve performance on ESG measures by restricting access to capital. On the other hand, rewarding businesses and their management teams for good ESG performance promote improvement and further advancement. Green bonds, mutual funds, ETFs, and index funds are a few of the new ESG investment instruments. Thanks to these publicly traded securities, investors can connect their investment choices with their personal opinions and values regarding E, S, or G. Responsible Investment in ESG Sustainable, socially conscious, or ethical investing are other terms for taking environmental, social, and governance (ESG) considerations into account while making investment decisions. This can entail actively searching out assets consistent with specific ideals or avoiding investments inconsistent with those values. Engaging with businesses to motivate them to enhance their ESG performance is another option. Investors may opt to use responsible investment strategies for several reasons. Some investors may be driven by moral principles, such as a desire to back businesses that benefit society or the environment. Others may be caused by the idea that organizations with excellent ESG practices may be better run and have a lesser risk of financial difficulties, which could result in higher potential long-term economic gains. ESG factors can be taken into account in a variety of ways when making investment choices. One strategy is to put money into businesses or funds deliberately created to positively influence society or the environment, such as renewable energy or affordable housing. Another strategy is to utilize ESG data and ratings to choose investments or interact with businesses to motivate them to improve their ESG performance. Investors should carefully assess their investment objectives and risk tolerance when selecting whether and how to include ESG aspects in their investment decisions. They should also be aware that there is no one “correct” method for responsible investing and that various strategies may be suitable for multiple investors. Disclosure Disclosure in the context of environmental, social, and governance (ESG) issues refers to the practice of making data regarding a company’s ESG performance available to the general public. Information about a company’s environmental effects, such as its greenhouse gas emissions and water use, as well as its social and governance practices, such as its executive compensation and labour rules, might be included in this. ESG disclosure is crucial because it enables stakeholders, investors, and members of the public to comprehend how a company is performing in these areas and to make well-informed judgments about the business. Additionally, it can assist businesses in recognizing and addressing possible ESG-related risks and opportunities. ESG data can be disclosed using a variety of channels, such as financial statements, sustainability reports, and internet databases. The Global Reporting Initiative (GRI) and the Sustainability Accounting Standards Board (SASB), which offer standardized frameworks for reporting on ESG problems, are two voluntary reporting projects in which some businesses elect to participate. Investors should carefully assess the given information to verify that it is accurate and meaningful because the consistency and quality of ESG disclosure can vary greatly. Investors may also speak with businesses directly to request more details or to motivate them to enhance their ESG disclosure procedures. Challenges with ESG Data quality and availability: The quality and accessibility of data are one of the major problems facing the ESG industry. It can be challenging for businesses to assess and report their ESG performance precisely. This can occur particularly if they have operations in several different countries or work in sectors with convoluted supply chains. Standardisation The absence of standards in the ESG industry presents another difficulty. It can be challenging for businesses to evaluate their performance compared to their competitors and to choose the most important metrics to pay attention to because there are so many different frameworks and criteria for assessing and reporting on ESG performance. Integration with business strategies Integrating ESG factors into corporate planning is another difficulty. Businesses may have trouble integrating ESG factors into their decision-making processes and coordinating their ESG aims with their overarching commercial goals. Reputational risks If businesses are not living up to public standards on ESG issues, they also risk losing their good name. This could harm a business’s reputation and affect its financial results. Regulation Lastly, businesses may encounter ESG regulation-related difficulties, mainly if they operate in sectors or marketplaces with complicated or dynamic regulatory environments. Despite these obstacles, responsible investing is becoming more popular in various parts of the world. Numerous programs and organizations are attempting to resolve these problems and advance sustainable investing throughout the continent. While some investors use ESG data and ratings to assist them in identifying risks and possibilities, some are actively looking for ways to have a positive social or environmental effect in Africa. 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Also known as the Fourth Industrial Revolution, Industry 4.0 can be best summarised as the digitisation of industries. It is most often used to refer to changes throughout the manufacturing and production industry, but the technologies involved have far-reaching implications for various industries. What Everyone Must Know About Industry 4.0 Also known as the Fourth Industrial Revolution, Industry 4.0 can be best summarised as the digitisation of industries. It is most often used to refer to changes throughout the manufacturing and production industry, but the technologies involved have far-reaching implications for various industries. Published on: 5 Mar 2024 Often mistakenly thought of as another business buzzword, it couldn’t be further from the truth. Industry 4.0 is here — we’re living in it. Long gone are the steam engines and assembly lines first associated with industrial revolutions. The fourth era sees computers and automation come together to create new ways of communication and working. What Everyone Must Know About Industry 4.0 We’ll start with the basics — what is industry 4.0? Also known as the Fourth Industrial Revolution , Industry 4.0 can be best summarised as the digitisation of industries. It is most often used to refer to changes throughout the manufacturing and production industry, but the technologies involved have far-reaching implications for various industries. The digitisation mentioned above refers to smart technologies capable of a variety of new feats like contextualising information, making decisions and analysing data beyond human comprehension. The need for Industry 4.0 is pretty straightforward. Industries are always advancing and adopting new technologies to work more efficiently. The use of these new technologies can help boost innovation, speed production and react faster to market demands to name just a few. The nine big advances in technology that are driving Industry 4.0 are: The Industrial Internet of Things Autonomous Robots Simulation Augmented Reality Big Data Analytics Cybersecurity Horizontal and Vertical System Integration The Cloud Additive Manufacturing The Industrial Internet of Things A very vague title, but quite a straightforward concept. The Industrial Internet of Things refers to using the internet to connect all parts of a business. This allows machine to machine communication. We’re seeing it implemented most in factories, where machines communicate with each other through wi-fi to do things like monitor, collect, exchange and analyse data. These insights are then used to drive better business decisions. Autonomous Robots Autonomous robots have been around a while. In fact, the first one was made all the way back in 1948. But as the technology driving them has advanced, autonomous robots offer new opportunities and capabilities for businesses. Most obviously, they can work faster. But they can also work smarter. They can interact with each other ( through the Industrial Internet of Things ) and adjust their actions from this data. So for example, old autonomous robots have mainly been used in mass production, which is very helpful. However, if a product was produced incorrectly, autonomous robots would just continue production until a human noticed the error and the company is stuck with the mass produced incorrect product. Whereas new technology autonomous robots are able to recognise errors or mistakes and communicate it to other machines. Simulation Engineers have used simulations for a long time now. But this technology is only just expanding to industry. There are many possible uses for simulations. From having a digital copy of a real product they can test to using simulations of entire factories to test new ways of working, the possibilities are vast. Augmented Reality Augmented reality, or AR, is a new technology comparatively to most. It’s most commonly known throughout the gaming industry with popular games like Pokemon Go using this technology to create new, interactive experiences for users. But it also has great use in businesses. For example, selecting parts in a warehouse using robotics. The possibilities are plentiful for each unique industry. Big Data Analytics Big data analytics is probably the most well-known technology of Industry 4.0. This technology refers to a machine that can gather information and data to create correlations, trends and more. A great example of this is Google Ads. They’ve been increasingly moving towards what they call “smart shopping” ads, where everything from bids to keywords are automated. While cynical marketers see this as a move for Google to gain more ad revenue, the reality is their machine learning can process far more data than a human. So what might take a person weeks to analyse and action, takes the machine mere moments. Big data analytics can give businesses useful insights into internal and external operations, to help them make smarter business decisions. Cybersecurity Cybersecurity isn’t a new technology by any means. All businesses should be aware of it by now. But as these technologies expand and as we increasingly move towards a digital landscape, cybersecurity must keep up. Horizontal and Vertical System Integration This technology is mainly used in smart factories, but that isn’t to say it couldn’t have possible uses in other industries as time goes on. We’ll break it down to explain it’s current use. Horizontal integration refers to the networking of machines and systems within a manufacturing line. While vertical integration refers to the process of connecting all levels of production. So this connects the information gathered at each level through horizontal integration to every level of business and even suppliers or customers. A good example of this is the food industry. There are many quality standards that need to be met and these need to be checked at every level. Horizontal integration can be used to ensure all machines on the manufacturing line have met a given standard and vertical integration can be used to share that information with all relevant parties. It saves the employees involved a lot of time checking, and double-checking, as the information is shared with all relevant parties immediately. The Cloud You’ve probably already heard of the cloud. Simply put, it’s things you can access remotely over the internet. A great example of this is Google Drive. This is a cloud-based storage system. Many companies and employees use it as they can increasingly access shared information, anywhere. Cloud sharing has big implications for industries. Instead of endless email chains sharing information, new processes can be created so that information is readily available for all relevant parties. Additive Manufacturing Additive manufacturing is an exciting technology that we’ve barely scratched the surface of. It refers to the ability to produce low cost items in-house. The most famous example of this currently is 3D printing. 3D printers have exploded in popularity, but for a long time they were too expensive to be a reasonable investment for many companies. As the price has come down, more businesses have invested in them to create their own products in-house. This has big implications for businesses. It could help with sourcing specific parts, custom orders and reducing product shortages to name just a few. How Will Industry 4.0 Affect Your Business? As you can see, the term Industry 4.0 is an all-encompassing term that includes many different technologies and the potential for those technologies is vast. But in general, Industry 4.0 includes interoperability, information transparency, technical assistance and decentralised decision-making. Every business should be reviewing how these technologies could help them gain a competitive edge and become more efficient. But it’s impossible to give an example of how the technology might potentially help each sector and individual company. So do the research. Industry 4.0 Is Ongoing Now you know what everyone must know about Industry 4.0, make sure you look into how it will affect your business. Businesses that refuse to invest in new technologies because of the initial cost will fall behind in terms of business productivity and profitability in the long-run. While those who take the plunge now will gain the edge over their competitors that will allow them to out-innovate them for years to come. 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What is Stakeholder Capitalism? Stakeholder capitalism is about companies serving a wider group of interests beyond the narrow focus on their shareholders. What is Stakeholder Capitalism? The idea of stakeholder capitalism features in The Modern Corporation and Private Property from 1932 and came to life in the 1970s, driven largely by Klaus Schwab, who founded the World Economic Forum. Published on: 27 Jul 2023 Stakeholder capitalism is about companies serving a wider group of interests beyond the narrow focus on their shareholders. The list of stakeholders includes the shareholders but also customers, staff, partners, suppliers, the planet, the community and wider society. A stakeholder business considers the environmental, social and governance (ESG) issues and corporate social responsibility (CSR) in addition to making a profit for shareholders. Stakeholder capitalism has a broader scope than shareholder capitalism alone Implementing stakeholder capitalism can be difficult as it has to be balanced with the priorities of shareholder capitalism Consistent metrics for companies to measure their efforts are needed for stakeholder capitalism to be applied successfully Momentum in the growth of stakeholder capitalism is being driven in part by increasing ESG and CSR requirements Economic models are adapting to support stakeholder capitalism objectives with advances in sustainable and circular economic activities The idea of stakeholder capitalism features in The Modern Corporation and Private Property from 1932 and came to life in the 1970s, driven largely by Klaus Schwab, who founded the World Economic Forum. In 2019, the influential Business Roundtable of top US company executives urged a move by companies away from shareholder primacy. At the start of 2015, releasing a report with former UK chancellor Ed Balls, former US treasury secretary Larry Summers wrote, “The ability of free-market democracies to deliver widely shared increases in prosperity is in question as never before.” As the saying goes, a rising tide lifts all boats. So for the first 100 years of capitalism nobody saw the damage being done. After all, more people die today of obesity than starvation. Most people became better off. However, now we see the shrinking ice caps, the inequality with bosses paid hundreds or even thousand times more than their staff and increasing pollution. The cost of economic growth has become more apparent to everybody. The best-performing companies are inclusive; they engage their employees and treat them right. In return, the staff are more motivated and the company more profitable. Countries can be run in the same way, by galvanising their population’s efforts to maximise growth and instilling a belief that things are being done in a fair, equal and inclusive way. Industrial capitalism needs an upgrade. Today, the world is dominated by services, experiences and knowledge, not industry. It needs upgrading to stakeholder capitalism . Haydn Shaughnessy wrote about this back in 2012, in Forbes , The Emergence of Social Capitalism: Adaptation or Threat? Stakeholder capitalism needs to be built with stakeholder businesses . These businesses still have profit as a primary focus, but they recognise and account for their impact on the environment, the communities within which they operate and the management of their suppliers and staff. Unlike their industrial capitalist parents, stakeholder capitalists don’t work in isolation. They work with others and factor into their costs the impact they’re having on the wider environment, the world and on other businesses. It’s a fundamental and very important difference. Yanis Varoufakis refers to it as “ democratic socialism” which works for him and his left leaning ideas and Marco Rubio’s calls it “common good capitalism” which works for his Republican right leaning tendencies. However “stakeholder capitalism” would be equally liked and disliked by both sides so making it an ideal name to run with, at least for now. As Winston Churchill once said: “The inherent vice of capitalism is the unequal sharing of blessings; the inherent virtue of socialism is the equal sharing of miseries.” Stakeholder capitalism brings together business, society and government into a single place, where the interests of all three are met equally at the same time. What is the difference between Shareholder Capitalism and Stakeholder Capitalism? Stakeholders in a company have a vested interest in it as they are affected by what it does and how it performs. In contrast to stakeholder capitalism, shareholder capitalism focuses more exclusively on achieving beneficial outcomes for companies and their shareholders through profitable growth. In the 1970s, the economist Milton Friedman was an influential voice in support of shareholder capitalism as the way forward for businesses. Traditionally, business owners are capitalists who own the means of production and pay wages to employees who work on their behalf. Flaws in capitalism concerning the exploitation of workers by factory owners were highlighted in the 19th century, in particular by Karl Marx, the German philosopher who witnessed first-hand the deprivations caused by the industrial revolution on his visits to Manchester. Social reform from the 19th century led to greater protection of employees, an important stakeholder group. Marx and Friedrich Engel’s pamphlet The Communist Manifesto viewed capitalism as a historical stage that would be followed by socialism – whether through revolution of political reforms and structural change. The threats to individuals posed by shareholder capitalism have influenced the works of many great authors, from Charles Dickens to George Orwell. Shareholder capitalism isn’t in danger of being overthrown, but it is evolving – rapidly. Source: Avenis What are the challenges of Stakeholder Capitalism? To be effective, stakeholder capitalism needs to strike the right balance with the demands of traditional shareholder capitalism. In his book Stakeholder Capitalism , Schwab highlights the list of major socio-economic issues that have to be tackled : Rising income inequality and slow wage growth Slowing growth, innovation and productivity Global debt Exploitation of natural resources that is damaging the environment The Embedding Project, which helps companies embed social and environmental factors in their decision-making, interviewed hundreds of senior leaders of global companies to identify these key stumbling blocks facing stakeholder capitalism : Not all positive contributions offset adverse impacts, for example, making carbon credits to cover carbon emissions Companies need to do more to balance all interests Meeting stakeholder expectations might not be enough in the longer term Focusing too much on stakeholders’ risks and ignoring bigger systems that are at play, for example, a well-intentioned environmental action might destabilise larger ecosystem activity. A flaw in stakeholder capitalism is that businesses trying to balance diverse priorities can cause confusion that may lead to so called garbage can organisations . Some people worry that stakeholder capitalism in the 21st century could fail for the same reasons they believe it did in the 20th century. Other challenges for businesses to face when they embrace stakeholder capitalism include: Being too vague on your goals and what success looks like Trying to do too much at the same time Not being accountable Not dealing with resistance to change from shareholders or conflicts between stakeholders Another significant challenge is cynicism in the ability of stakeholder capitalism to deliver on its promises. People can be turned off by tokenism and actions that are really no more than public relations exercises – talking the talk rather than walking the walk. Stakeholder capitalism initiatives can also be hijacked for other purposes, for example, as an excuse to cut workforce numbers. Implementing Stakeholder Capitalism Attention is being given to how best to transition to stakeholder capitalism and ensure it can be sustained. In conjunction with the likes of Deloitte, EY, KPMG and PwC, the World Economic Forum has proposed a set of common metrics that encourage consistent reporting by businesses of sustainable value creation. The aim is for these metrics to be used in corporate annual reports across all industry sectors and countries. There are 21 core metrics where information is already reported and a further 34 metrics that are less established. All metrics are aligned with four ESG priorities: governance, planet, people and prosperity. A report by the London Business School and the Investor Forum urges investors to use their influence to bridge the perceived divide between the role of shareholders and the expectations of stakeholders. The report recommends action in two key areas: A systematic approach in responding to stakeholder issues Better alignment of interests between investors and stakeholders Consultants McKinsey identifies five steps to getting stakeholder capitalism right : Know your stakeholders Understand stakeholders’ needs Define and measure how you will meet stakeholders’ needs Execute your stakeholder capitalism strategy Sustain long-term value creation for all your stakeholders WEF-IBC Measuring Stakeholder Capitalism Report How to measure Stakeholder Capitalism? As they say, “what gets measured, gets managed”, so how to measure stakeholder capitalism? A part of the answer lays with ESG; Environmental, Social and Governance criteria, and a white paper commissioned by the World Economic Forum’s International Business Council (IBC) called Measuring Stakeholder Capitalism – Towards common metrics and consistent reporting of sustainable value creation. This contains 21 core metrics and 34 expanded metrics with the goal of creating a global reporting system. The framework divides the metrics into four areas — principles of governance, planet, people, and prosperity — that serve as the foundation for ESG reporting standards. Each of these considers the 17 SDGs: Stakeholder Capitalism SDG Principles of Governance Metrics Stakeholder Capitalism SDG Principles of Governance Metrics SDG12: Responsible consumption and production, SDG16: Peace Justice and strong institutions, SDG17: Partnerships for the goals Stakeholder Capitalism SDG Planet Metrics Stakeholder Capitalism SDG Planet Metrics SDG6: Clean water and sanitation, SDG7: Affordable and clean energy, SD12: Responsible consumption and production, SDG13: Climate action, SDG14: Life below water, SDG15: Life on land Stakeholder Capitalism SDG People Metrics Stakeholder Capitalism SDG People Metrics SDG1: No Poverty, SDG3: Good health, SDG4: Quality Education, SDG5: Gender Equality, SDG10: Reduced Equalities Stakeholder Capitalism SDG Prosperity Metrics Stakeholder Capitalism SDG Prosperity Metrics SDG1: No poverty, SDG8: Descent economic growth, SDG9: Industry innovation and infrastructure, SDG10: Reduced inequalities To Wrap It Up Stakeholder capitalism is concerned not only for the shareholders but for all those who have a stake in the business – the employees, suppliers, customers, partners, society and the planet. To address the challenges of stakeholder capitalism, we must set ourselves to incorporate the ESG (environment, social and governance) principles not only with our reporting systems (or metrics) but also to embed these principles into the fabric of our businesses. We must approach this in such a way that our stakeholders have no doubt that we hold their best interests at heart. We can do this by being transparent in our governance, taking the utmost care to show how we value our people and by making firm decisions that support our environment. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Business skills enable individuals and teams to operate effectively, the organisational structure provides the framework for how the skills are organised. 8 Essential Business skills and closely related organisational structure. Business skills enable individuals and teams to operate effectively, the organisational structure provides the framework for how the skills are organised. Published on: 22 Jul 2021 What business skills do you think are essential to the success of your business? As consumer needs have changed and markets have become increasingly competitive, it’s never been more vital for business owners, CEOs and modern financial directors to possess a wider variety of skills to ensure their business is operating at its peak performance. This is exactly what our business improvement framework addresses; all the essential business skills necessary to run a business in the 21st century. In this article, we’ll be looking at the eight core business skills, as well as how to improve business skills to maximise your businesses’ productivity, performance and profitability. What are the Essential Business Skills? Business skills can be defined simply as all the necessary skills needed to succeed in running a business. The main business skills break down into the following core categories that relate to running a business: People Risk Quality Communications Workflow Leadership Money Beliefs Without any of these eight core aspects and the correlating business skills addressed, you’ll struggle to maintain a productive workplace that grows long-term. Twenty-first century business and social skills are discussed further as belonging to five core areas; collaboration, communication, creativity, critical thinking skills, civic and cultural skills. How are organisational structure and business skills related? Organisational structure and business skills are closely related and mutually influence each other. The organisational structure provides the framework for how work is organised, while business skills enable individuals and teams to operate effectively within that structure. The interplay between organisational structure and business skills is crucial for achieving operational efficiency, adapting to change, and fostering effective leadership and collaboration within a business. Here’s how organisational structure and business skills are connected: Alignment: Organisational structure provides the framework for how work is divided, roles and responsibilities are defined, and reporting relationships are established within a business. Business skills help individuals and teams understand and adapt to the structure, ensuring that they align their skills and expertise with the organisation’s needs. Efficiency: A well-designed organisational structure promotes efficiency by clarifying lines of authority, communication channels, and decision-making processes. Business skills, such as time management, problem-solving, and collaboration, enhance productivity within the structure by enabling employees to effectively utilise available resources and make informed decisions. Adaptability: In a dynamic business environment, organisations often need to adapt their structures to remain competitive. Business skills play a crucial role in managing these changes, as they empower individuals to be flexible, embrace new roles and responsibilities, and acquire the skills required to succeed in different organisational structures. Leadership: Organisational structure establishes reporting relationships and hierarchies, defining the roles of leaders within the organisation. Effective leadership requires a range of business skills, including strategic thinking, communication, delegation, and team management, to guide and motivate employees within the given structure. Talent management: Organisational structure influences how talent is identified, developed, and utilised within a business. Business skills are essential for hiring managers and HR professionals to identify and recruit individuals with the necessary skills and competencies that align with the structure. Additionally, business skills enable employees to enhance their career progression within the organisation by acquiring new skills that align with the evolving structure. Communication and collaboration: Organisational structure affects communication flows and collaboration patterns within a business. Business skills such as effective communication, active listening, negotiation, and teamwork enable individuals to navigate and optimise these structures, fostering collaboration, innovation, and problem-solving across different functions and levels of the organisation. Why are Business Skills Important? The importance of business skills should be apparent from the above statement, but we’ll elaborate. Your business can benefit from business skills by allowing your company to: Continuously improve your operations, product and customer experience Maintain and improve quality Better manage risks and identify opportunities Build excellent relationships with customers, suppliers and other external stakeholders Create a strong and productive company culture Motivate and inspire employees to perform to the best of their ability Innovate and create to maintain a competitive advantage Increase operational performance and profitability through better planning and management Better align business strategy across the entire business to achieve long-term business goals Improve financial management to maximise business resilience It’s worth pointing out, these are just the highlights of the potential benefits a wide array of strong business skills can have for your business. Without further adieu, let’s dive into each category and examine the essential business skills involved in each. Essential People Management Skills It is people at the heart of every business, not machines. Currently the UK is in a business productivity crisis, at an average of 17% lower productivity than other leading G7 nations like France and the USA. Much of this comes down to poor employee engagement. A Gallup survey reveals just 8% of UK employees are engaged at work. Your employees are the key to unlocking business productivity and increasing performance and profitability in turn. This is why people skills are so vital for business owners. The key people skills in business are: Management skills Leadership skills Emotional intelligence Team building skills Conflict resolution skills Networking skills Management skills alone covers a whole host of skills in itself! This includes things like delegation skills, time and resource management, decision making skills, organisational skills, collaboration and coordination skills and so many more. These are what we’d call the hard skills involved in management, but the soft skills are just as important, if not more so. Soft skills for people management include leadership skills, emotional intelligence, conflict resolution skills and team building skills. At points, they’re all intrinsically tied. Leadership skills are a vital component of management. If employees don’t feel they have a manager who can lead and direct them, engagement will decrease and the team will be aimless. A huge part of being able to lead a team stems from being able to understand them. This is where emotional intelligence comes in as a key business skill. Emotional intelligence helps us understand why people behave the way they do. This can help build better, more productive teams by understanding the intrinsic motivations that drive people. Emotional intelligence can also help in conflict resolution. Conflicts in the workplace happen. People are, after all, incredibly different. Knowing how employees will react to a certain event, workload and so on can help reduce conflicts in the first place, but having the emotional intelligence to empathise with issues and come to more agreeable resolutions is an essential business skill for any manager, team leader or business owner. All these skills above combined help create team building skills. Strong teams are the foundation of any productive workplace. But these don’t just magically appear (unless you’re very lucky!). Teams are tactically built through selective hiring, managed through excellent leadership and behaviour modelling and maintained through emotional intelligence to continuously inspire and motivate employees. Last but by no means least, the employees in your workplace aren’t the only place where your people skills are vital. You’ll also need networking skills to connect with external stakeholders, suppliers and more. Risk Management Skills Understanding risk is a vital business skill. Entrepreneurs and business owners are certainly natural risk-takers, as otherwise they would never set up a business in the first place. But to navigate risks, as well as opportunities, successfully, these risks need to be calculated, not just done for the thrill of it. Risk management involves several key skills, in main: Good understanding of data Analytical thinking Decision making skills Problem solving skills The huge swathes of data available to businesses now means business owners must have a solid foundation of data comprehension within their skillset. However, data alone does not navigate risks. Business owners must be able to take the insights revealed from data and apply analytical thinking and problem solving skills to figure out how to best utilise that data to aid decisions. Ultimately, these aid stronger decision making skills. Decisions based on data as well as firm reasoning help businesses better navigate risks and opportunities and lead to better outcomes. Quality Management Skills Quality is so often defined as “ fit for purpose ”. This idea of quality suggests that the minimum standard is the quality standard that businesses can aim for. It’s a dated idea and one of the reasons many businesses struggle with long-term growth; as they lack the vision to see beyond the current way things are. Quality should instead be thought of as a process of continuous improvement. That is, businesses should always be aiming to improve quality. Whether that be the quality of their customer experience , the quality of their service or product or the quality of their operations. Much of the research and talk around continuous improvement is thought only to apply to the manufacturing and automotive industries, for example lean six sigma. But it’s not the case. Business owners can use their skills to create a culture of continuous improvement. They can achieve this by documenting business processes to allow them to be measured, analysed and reviewed for potential improvements. This involves both data and analytical skills as well as planning skills to successfully implement developments. Communications Skills Your communications are how you connect with people, both internally and externally. Communication skills are therefore vital to running a successful business. Of course, there are communication skills that business owners (and employees!) should possess on an individual level. This includes skills like active listening , questioning skills , verbal communication skills, written communication skills, public speaking skills and interpersonal skills. These individual skills help aid the wider business skills needed for communications. These come in the form of: Marketing, advertising and sales skills Customer service skills IT skills Marketing and advertising are a business’s main form of communication with their customers. The skills needed to successfully market your business are vast. There are hard skills such as digital media skills, commercial awareness and digital analytics skills as well as softer skills like storytelling skills, creativity and more. While business owners don’t need to possess all these skills themselves, the business as a whole needs to have individuals who can offer these skills and knowledge. While sales is intrinsically linked to the marketing department, there are some unique business skills necessary. For starters, negotiation skills have to be top of the agenda for both individual sales employees, but also for those operating at a senior level. There is no one approach to negotiation that is guaranteed to work, instead negotiation skills often come down to reactivity and flexibility. Customer service is another vital aspect of businesses. It is one of the few areas where businesses stand out from competitors in a market where price points and margins have become slimmer and slimmer. The individual skills mentioned above matter here, but what matters more is ensuring everyone in your team has them to ensure an excellent customer service experience every time. Technology and communications are irrevocably interlinked in the 21st century. We use a huge range of communication tools for both internal and external communications. As such, a firm understanding of the best technologies available to aid your businesses communications is a vital business skill for long-term growth. Workflow Management Skills Workflow management services and skills focus on the day-to-day operations that keep your business running smoothly. These services involve the essential technical expertise needed to optimise processes and ensure high-performance business operations. Project management and planning is an essential business skill to ensure optimal workflow. Business owners in particular, as well as other senior leaders, are needed to be in more places than ever at any given time. Effective management of time, resources, money and employees will help operational performance. Time management is a particular trap many business owners and leaders seem to fall into. This in turn, makes delegation a key business skill. Time is our most precious resource and leaders should spend theirs on the activities that generate the most revenue, not activities that they simply feel unable to delegate. Though we’ve mentioned management skills above, it’s worth expanding on here as management skills are essential for a well-functioning workplace. Gallup research reveals that managers alone account for at least 70% of variance in employee engagement scores. As we’ve already highlighted, businesses with low employee engagement are businesses with low productivity. To improve operational performance therefore means having the right managerial skill set to ensure employees across the business are engaged daily. Leadership Management Skills Though leadership also takes many other skills which we’ve discussed throughout this article, it all starts with a business vision. When people first start their business, they have a clear vision in mind. But as months and years go by, the day to day operations tend to get in the way and the original. vision can often fall into the background. A business vision is what ties a business together. It gives employees a collective goal to work towards together and ultimately ties each department together with a clear destination. The business skills involved in creating a cohesive business vision are: Conceptualisation and creative thinking Building mission statements Identifying objectives Critical thinking Strategic planning Creating a business vision begins with creative thinking. After all, you need an idea. More importantly, you need an idea that solves a problem. Then you need to conceptualise that idea into a more coherent goal with a matching strategy. Building your mission statements is a key element of your business vision. This is your purpose for being. This is the reason your employees come to work everyday. Mission statements allow employees to see beyond the end of their desk and instead focus on the larger goals, which can motivate and inspire them. Once you have your mission statements, you can identify business objectives that will allow you to reach them. This will take a lot of critical thinking and strategic planning to create realistic, achievable goals that align with your overall business vision. Financial Management Skills Businesses need to make a profit, or at the very least break even in the first few years. To achieve this, business owners or financial directors need a range of financial skills to ensure business viability. Financial business skills include: Accounting, banking and bookkeeping Financial reporting Business intelligence An understanding of economics Cash flow management A basic understanding of economics is a valuable asset in business, particularly a more up to date understanding wherein businesses realise the value they can create externally for economies and societies. Alongside this there are a range of fundamental financial skills necessary to run a business successfully. This includes accounting and bookkeeping to ensure good money management, as well as to aid transparent financial reporting. Ultimately, it ensures businesses are running a robust financial strategy without room for error. Business intelligence combines business analytics, data and infrastructure to help businesses make better financial decisions. This could be identifying areas of the business where the most value could be created with additional funding or any number of other ways. Business owners and FDs must have a firm grasp of business intelligence data to maximise these opportunities and increase their competitive advantage. For SMEs in particular, cash flow is the most common issue faced. Around 57% of small businesses in the UK have experienced issues with cash flow. This makes sense. Cash flow is the lifeblood of a growing business. If mismanaged, the consequences are dire. Knowing how to monitor, protect, control and utilise your cash flow is an essential business skill. Core Beliefs and Values Our beliefs are our core values. They’re why we do what we do. They’re why you started a business. They’re why your employees come to work. Company cultures are the success or failure of a business and they are all based on the core values and beliefs we hold. Research backs this up: 46% of job seekers say company culture is very important when choosing to apply to a company. 91% of managers say a candidate’s alignment with company culture is equal or more important than skills and experience. 47% of active job seekers say company culture is their driving reason for looking for work. 35% of workers say they’d pass up a job offer if the company culture wasn’t the right fit. All this to say, a weak company culture is derived from a lack of shared beliefs and values. To create a successful company, everyone in the business must understand the value of the work they’re doing and how it is contributing not only to the business and the customer, but to wider society. The core values and beliefs that drive your company, only you know. But in general, companies with a strong culture share the following core values and beliefs: Passion Integrity Positivity A commitment to equality, fairness and inclusivity Flexible working practices A commitment to mental health and well-being A commitment to environmental responsibility The Core Business Skills are Intrinsically Tied As you can see, though our business improvement framework addresses all of the essential business skills necessary to run a successful business, there is much overlap between the areas. This is because to survive in the 21st century, businesses need to take a more integrated approach. Departments can no longer be siloed with little purpose, employees can no longer exist within static job descriptions and businesses can no longer run using the same management practices as the 19th and 20th century. 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Learn the difference between a relational and transactional business, and why your business should be striving to be less transactional to get ahead. What Is The Difference Between a Relational And Transactional Business? The transactional approach is what characterises the majority of modern business and relies on thinking of the customer journey as a series of ongoing transactions. Published on: 2 May 2019 Post Summary: The relational business focuses on building relationships with people over time A CRM can help grow a relational business The relational business can help to boost your bottom line while creating customers for life and creating a community around your company All parties benefit, ranging from employees and customers to suppliers and the local community To truly make the most of the relational business, you need to take it on board as a mind-set and roll it out across your entire company. A very brief history of business Long ago outside a cave somewhere near Stonehenge, Olga and Nathan would swap 3 pigs for 3 sheep at each full moon. On this fateful day, Nathan didn’t have any sheep, Olga was very unhappy. Now either because Olga was very big or Nathan very hungry, Nathan knew he had to think quick. There on the ground he saw 3 beautiful stones, so he promised Olga he’d swap those three stones for 3 sheep at the next full moon. Rather than leave with nothing, Olga agreed. 5 days later Gus showed up with those very same stones. He’d exchanged them for 10 chickens, knowing they were worth 3 sheep. Nathan was out of sheep, so he settled for one rather well-bred cow. After a while, everybody was doing it, it got complicated, so everybody chiselled who had what stones on one of the Stonehenge walls. Each local tribe had its own stone. In the centre, Ant, the smartest of them all, had the job of counting the entries and keeping guard. Everybody agreed the whole stone thing was a much better idea than lugging animals around, and a load more convenient. And so transactional business was born, bartering was no more. And so it was for thousands of years, trading was always transactional. But then the internet happened, and life got complicated. A simple transaction wasn’t good enough anymore, people wanted a connection, a relationship, money alone wasn’t enough. People working in these transactional businesses also felt lost, there was no meaning, just lots of politics, crazy decisions and unrealistic transactional targets. Now relationships mattered more than the money, to everybody, even the bosses were fed up with all the stress. The money was a given, the relationship not so. And so the Relational Business was born. What is a transactional business? The transactional approach is what characterises the majority of modern business and relies on thinking of the customer journey as a series of ongoing transactions. The focus tends to be more on making sales than on actually providing any value, and it’s what led to the era of mass marketing in which we’re exposed to around 5,000 advertisements every day. For years, we assumed that the transactional approach was the best approach to take, in part because we focused so heavily on metrics like income and returns on investment (ROIs). There’s a place for these metrics, of course, but when we focus too heavily on hem, we start to forget that there are real people on the end of those numbers. What is a relational business? In a transactional business everybody is part of a well-oiled clock, each function a different cog all nicely engaged, each with a specific purpose. In the relational business, the staff is the spring or battery. Only when the spring is properly fitted and wound or battery charged will the clock function at all. Relational Businesses focus on meaning, a purpose, they connect with the human problem they are solving, this makes them rewarding places to work, buy from and partner with. When we create a relational business we start to think more in terms of relationships, getting to know not just our customers, but suppliers and partners too, and providing the tools they need to make their businesses a success – even if that’s ultimately to provide expertise and advice for free and empowering customers to help themselves. In a relational business, we recognise our success is just as much about our staff, suppliers and partners as it is our customers. The idea behind the relational business is to build long-term relationships with people over time, often through the use of tools like CRM software. Done badly, the relational business comes across as clunky and inauthentic, but done well it can transform your entire business. This is evidenced by a recent study which found that purchase decisions are “constructed from economic fundamentals, but also through social interaction.” How can a CRM help Grow a Relational Business? A key enabler of a relational business is a Customer Relationship Management (CRM) system —not just as a tool, but as a central workflow for strengthening relationships. A well-integrated CRM helps businesses move beyond transactions and focus on the bigger picture: understanding people, tracking conversations, and staying consistent in how you engage over time. Instead of relying on memory or scattered notes, a CRM centralises client data, interaction history, preferences, and touchpoints. This means your team can personalise communication, follow up at the right time, and deliver a consistent experience—no matter who’s interacting with the customer. CRM also supports internal alignment. When everyone has access to the same insights, sales, support, and leadership teams can collaborate better and focus on long-term value, not just short-term wins. In short? A CRM system makes relational business scalable. It ensures that as your business grows, your customer care doesn’t fall through the cracks. The Role of Optimised Workflows in Relational Business Success For a relational business to thrive, workflows must be designed to support both efficiency and consistency in customer interactions. Optimised workflows ensure that each touchpoint with customers, from onboarding to service delivery, follows a smooth and predictable path. This not only builds trust but also improves operational efficiency, allowing the business to deliver a consistent experience without unnecessary delays or errors. By integrating workflow optimisation techniques such as automation and task mapping, businesses can eliminate redundant steps, streamline communications, and ensure that tasks are completed on time. For example, automating routine follow-up emails or appointment scheduling reduces the manual workload for employees while ensuring that customers receive timely, relevant communication. Additionally, using workflow analysis tools to review and refine processes can help identify bottlenecks or inefficiencies, ensuring continuous improvement. In relational businesses, where customer experience is paramount, workflows that are not regularly evaluated and adjusted risk creating friction and dissatisfaction. Keeping workflows agile, efficient, and customer-focused helps build stronger, more profitable relationships over time. Effective Employee Recruitment Effective staff recruitment is central to creating a profitable business and even more so in a relational business. One bad apple will upset the cart for everybody. Your business is run by a team, not a collection of individuals, so effective recruitment and team building is an important skill to have within the relational business. According to Wikipedia, one model of team effectiveness can be defined by three criteria: Output Social Processes Leaning Bruce Tuckman in 1965 said there were four phases to team development: Forming Storming Norming Performing The stage names are quite self-explanatory, and anyone who has worked in a business or a team of some kind will recognise them. And so we can also see that without effective employee recruitment achieving Stage 4, a high performing team and business will be hard. Employee Engagement in a Relational Business. Staff in a relational business are fully engaged every day. They know they have responsibilities to their team, colleagues and peers, more than their managers, who are there in support. With effective staff recruitment, your staff’s intrinsic motivators are in sync with their own lives. If they are in a customer service role, then a positive, helpful, disposition will mean they find their work rewarding. If they are impatient, creative and goal oriented, it won’t be. How to Improve your Business Organisational Structure In a relational business, the managers support and encourage their staff to come up with new ways of working, new ways to solve customer service experience issues. We turn the traditional organisational model upside down. The staff can assume responsibility for tasks when agreed with colleagues. They work as a team in coordination with other teams within the business and where issues occur, they address them, themselves with the management only being involved if asked to provide support, advice or guidance. This reduces the need for meetings and makes the organisation very agile and responsive without the need for decision making going up and down a hierarchy. How to Build a Customer-Centric Culture in a Relational Business Creating a customer-centric culture is easier with a relational business. Customer centricity in a transactional business looks mainly at the coordination of data, processes, systems and tools to provide a seamless customer journey and effective touchpoints. By doing this with a relational business, you put employees, the staff at the centre of the business, not customers. Relational businesses are employee-centric, and this makes creating a customer-centric culture easier as the staff are keyed into the needs of the customer, not the organisation, managers, data and admin. They use the systems creatively to solve customer experience issues, rather than completing a form or check sheet as requested. The Fundamental Purpose of a Relational Business Transactional businesses will see their purpose in terms of profit, sales, customers, orders, shareholder value. They may mention value, but generally they’ll say that in response to creating a vision or mission statement. It’s not a natural place for them. Their original core purpose has got lost in the midst of time, as the focus moved to the sales funnel and cash-flow, both essential, but their roots have got lost. Relational businesses focus on alignment with their markets needs, desires, wants, feelings first, before sales and orders. They recognise the value they create comes from how they make people feel, the memories they create before, during and after the business they do together, not just the deal. Because they think like this, the sales come more easily, they are less likely to need to compete on price and will avoid boom and bust sales cycles. Effective Sales, Marketing and Service Delivery in a Relational Business The idea of moving from transactional to relational models isn’t a new one, but most of the people who talk about it seem to focus specifically on sales and marketing. I agree that they’re a good starting point, but if we want to harness the true strength of the relational business than we need to take it on board as an ethos and philosophy and roll it out across the entire company. So sales and marketing are just the beginning, and the name of the game is to build relationships across every single touchpoint, from sales and marketing to customer service, packaging and distribution. At the same time, building these relationships takes time and it quickly becomes complicated at scale. That’s where tools like customer relationship management (CRM) systems come in, and they can be a useful asset, as long as you don’t allow the technology to takeaway the human touch. The Difference Between a Relational and Transactional Business is Benefits There are plenty of benefits to the relational business, and it’s not just about the bottom line. It works great for products with lengthier buying cycles and helps you to create customers for life and not just for a single transaction, but it also helps to build a community around your company. As word of mouth continues to spread, you’ll become the go-to company in your industry. It’s like they say: “People do business with people they like.” In the real estate industry, for example, the transactional approach focusses on selling a house. The relational business relies on selling a home , and the ultimate success metric is how many people go on to stay in those properties for the rest of their lives. By building those relationships and getting to know customers on an individual level, you make sure that if they do have to move, you’re the first people that they turn to. And when their friends and family are looking for real estate help, you’ll be the company that they recommend. Another key advantage of the relational business is that all parties benefit, from the employer and the employees to the suppliers and customer. Even the local area can benefit through CSR programs and green initiatives. And this leads to happier employees too, because they’re more likely to feel passionate about their job if they feel like they’re making a positive difference to the world. Conclusion The transactional approach isn’t dead, but it is becoming less relevant as consumer expectations continue to evolve. That’s why more and more companies will be switching to a relational business approach. I’ve witnessed this transformation from a transactional to a relational business approach first-hand, both through my own company and through my clients. Just the other day, I heard from a real estate client who had a viewing and who credits his ability to make the sale with the initial conversation where he started to build a relationship. Before we worked together, they weren’t doing that and they were just taking down contact details. I hear stories like this every day, and they make the work that I do worthwhile. To truly make the most of the relational business, you need to take it on board as a mind-set and roll it out across your entire company. The good news is that the benefits that relational thinking has to offer are applicable to every industry and every company on the planet. So stop thinking in transactions and start to think in relationships. We can help you transform into a relational business through our unique combination of people, project, business and change management – all provided in our business improvement programme. 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Many organisations are recognising the importance of integrating sustainability into their operations, and a business plan for sustainability is becoming a key tool in this transformative journey. The Imperative of Business Sustainability: Why Every Company Needs a Business Sustainability Plan Many organisations are recognising the importance of integrating sustainability into their operations, and a business plan for sustainability is becoming a key tool in this transformative journey. The Imperative of a Business Sustainability Plan In an era marked by environmental challenges, resource scarcity, and shifting consumer expectations, businesses must adapt and embrace sustainability to secure their future. A business sustainability plan is not just a trend; it's a strategic imperative for organisations of all sizes and industries. This article explores the reasons why every business needs a sustainability plan, delving into the economic, environmental, social, and ethical aspects that underpin the case for sustainability. Knowing how to write a Small Business Sustainability Plan for improved profitability is vital for long-term success. It empowers businesses to reduce costs, attract eco-conscious consumers, and adapt to a changing market. By integrating sustainability, small businesses enhance profitability, ensure resilience, and contribute to a sustainable future. The Importance of a Robust Sustainability Strategy In today's world, developing a robust sustainability strategy is paramount for organisations. It means aligning environmental, social, and economic objectives to ensure long-term prosperity. More than just mitigating harm, it's about actively seeking ways to make a positive impact. By integrating sustainability into operations, supply chains, and product development, companies reduce their carbon footprint, promote social responsibility, and enhance financial resilience. Such a strategy not only burnishes a company's reputation but also caters to the demands of eco-conscious consumers and investors. It's a forward-thinking approach that benefits the organization and paves the way for a more sustainable future. The Employee Sustainability Handbook also plays a crucial role in shaping the corporate identity and culture. It showcases the company's values, vision, and mission in the context of sustainability, which can attract like-minded talent and create a sense of purpose among current employees. By highlighting sustainability as a core aspect of the corporate culture, it becomes a unifying force that transcends departmental boundaries and hierarchies. Economic Resilience The business world is no stranger to shocks and disruptions, whether they come in the form of economic downturns, supply chain disruptions, or unforeseen crises like the COVID-19 pandemic. A well-crafted sustainability plan can significantly enhance a business's economic resilience. By reducing waste, improving energy efficiency, and diversifying supply chains, companies can lower operational costs and reduce their exposure to risks. Sustainability initiatives such as waste reduction, recycling, and energy-efficient practices can translate into substantial cost savings over time. Moreover, sustainability often leads to innovation, opening new revenue streams and market opportunities. The circular economy, which emphasises recycling and reusing materials, can help businesses create value from waste and reduce dependence on finite resources, thereby improving long-term economic prospects. Environmental Responsibility The need for environmental responsibility is at the core of business sustainability. Climate change, resource depletion, and environmental degradation are global challenges, and businesses have a significant role to play in addressing them. A sustainability plan enables a business to minimise its ecological footprint, reduce greenhouse gas emissions, and promote responsible resource management. By adopting sustainable practices, companies contribute to the protection of ecosystems, biodiversity, and overall environmental health. They also position themselves as responsible corporate citizens, which can enhance their brand image and market competitiveness. As climate concerns intensify, consumers and investors increasingly favor businesses that prioritise environmental sustainability, making it an essential component of any corporate strategy. Social Impact Sustainability is not solely about the environment; it encompasses social considerations as well. A sustainable business is one that takes into account the well-being of its employees, customers, and communities. A sustainability plan can include initiatives to improve workplace conditions, foster diversity and inclusion, and support local communities through philanthropy and responsible business practices. Investing in social sustainability can enhance employee engagement and retention, attracting top talent and creating a positive work culture. It can also lead to improved relationships with customers, as socially responsible businesses tend to be more trusted and better received by consumers. Ultimately, a business's social impact is closely tied to its long-term success and reputation. Regulatory Compliance As governments worldwide intensify their focus on environmental and social issues, regulatory requirements are evolving. Businesses that lack a sustainability plan may face challenges in complying with new laws and regulations. Environmental permits, emissions reporting, and labor standards are some of the areas where regulatory frameworks are tightening. A well-developed sustainability plan helps businesses stay ahead of the curve, ensuring they can adapt to new regulations efficiently. Moreover, regulatory compliance reduces the risk of fines, lawsuits, and damage to a company's reputation. As governments continue to prioritise sustainability, it's imperative for businesses to proactively address these issues. Ethical Considerations Sustainability is not just about compliance; it's also about ethical considerations. Businesses are under increasing pressure to operate in ways that align with societal values and ethics. Consumers and investors want to support companies that demonstrate a commitment to ethical business practices. A sustainability plan helps businesses set ethical standards and guidelines for their operations. This can encompass responsible sourcing, fair labor practices, and transparent supply chains. Ethical considerations also extend to issues like data privacy and cybersecurity, where businesses are expected to protect sensitive customer information. By integrating ethics into their sustainability efforts, companies can enhance trust and credibility. Competitive Advantage In a crowded marketplace, standing out is essential. Sustainability can provide a distinct competitive advantage. Sustainable products and services often appeal to a growing market segment of environmentally and socially conscious consumers. Moreover, sustainable practices can differentiate a business from competitors and attract customers who prioritise sustainability in their purchasing decisions. Furthermore, a sustainability plan can foster innovation within a company. When businesses are committed to sustainability, they are more likely to invest in research and development efforts aimed at creating eco-friendly products or services. This innovation can lead to market leadership and a competitive edge. Long-term Viability Sustainability planning is not a short-term fix but a long-term investment. Businesses that establish sustainability as a core value are better equipped to thrive in an ever-changing and uncertain world. By reducing waste, conserving resources, and promoting responsible practices, a business ensures its own long-term viability. Sustainable businesses are better positioned to weather economic downturns, adapt to changing consumer preferences, and mitigate risks associated with environmental and social challenges. In essence, a sustainability plan helps secure the future of the business and its ability to grow and prosper over the years. Risk Mitigation Sustainability planning goes beyond economic and environmental factors; it's also a powerful tool for risk mitigation. Environmental disasters, supply chain disruptions, and social unrest can disrupt business operations. A sustainability plan can identify and address potential risks, ensuring that a company is better prepared to navigate unexpected challenges. By diversifying supply chains, enhancing resource efficiency, and building stronger community relationships, a business can mitigate potential risks. This risk management approach helps protect the company's reputation, financial stability, and operational continuity. Stakeholder Expectations In today's interconnected world, businesses operate within a complex network of stakeholders, including customers, investors, employees, and communities. These stakeholders increasingly expect businesses to address sustainability challenges. Failing to meet these expectations can lead to reputational damage and loss of support. A sustainability plan is a tangible demonstration of a business's commitment to meeting stakeholder expectations. By actively pursuing sustainable practices, companies show that they are listening to the concerns of their stakeholders and taking concrete steps to address them. This strengthens relationships and fosters trust, which is essential for long-term success. Access to Capital Investors are increasingly incorporating environmental, social, and governance (ESG) criteria into their investment decisions. Businesses that prioritise sustainability are more likely to attract capital from responsible investors who want their investments to align with their values. Sustainable businesses may have access to a broader range of funding options, including green bonds, impact investments, and ESG-focused funds. Access to capital is critical for growth and expansion. A well-defined sustainability plan can open doors to funding sources that support a business's objectives and contribute to its long-term success. Conclusion The case for a business sustainability plan is compelling and multifaceted. It encompasses economic resilience, environmental responsibility, social impact, regulatory compliance, ethical considerations, competitive advantage, long-term viability, risk mitigation, stakeholder expectations, and access to capital. As businesses face a rapidly changing world with mounting environmental and social challenges, the adoption of sustainability is no longer optional but a strategic necessity. Companies that recognise the importance of sustainability and integrate it into their operations will not only thrive in the present but also secure their future in a world where sustainability is the path to success. 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Agile HR is a modern approach to human resources management that aligns with Agile principles from software development. Agile HR: Revolutionising Human Resources in the Modern Workplace Agile HR is a modern approach to human resources management that aligns with Agile principles from software development. It emphasises adaptability, collaboration, and customer-centricity in HR processes. Agile HR encourages iterative improvements, cross-functional teams, and a focus on employee engagement to better support organisational goals and respond to changing business needs. In an era marked by rapid technological advancements, shifting market dynamics, and evolving workforce expectations, traditional Human Resources (HR) practices are undergoing a transformation. Enter Agile HR, a contemporary approach that adapts agile principles from software development and project management to HR functions. Agile HR has emerged as a game-changer, offering organisations the ability to stay flexible, responsive, and employee-centric. In this comprehensive exploration of Agile HR, we delve into its key principles, benefits, challenges, real-world applications, and best practices. Understanding Agile HR Agile HR is not a one-size-fits-all approach; rather, it is a mindset and set of practices aimed at reimagining how HR operates in a dynamic environment. At its core, Agile HR shares several key principles with agile methodologies used in software development, such as Scrum or Kanban. These principles include: 1. Iteration Agile HR operates in cycles or iterations, typically called sprints, where teams focus on specific HR initiatives, adapt as needed, and then move on to the next set of priorities. This iterative approach allows HR to respond promptly to changing business conditions and employee needs. 2. Collaboration Cross-functional teams consisting of HR professionals, managers, and employees work together to solve problems, improve processes, and achieve HR objectives. Agile HR fosters a culture of collaboration, breaking down traditional silos within HR and across the organisation. 3. Feedback Frequent feedback loops are established to ensure continuous improvement. Agile HR relies on regular check-ins and retrospectives to assess and adjust HR practices, enhancing the adaptability and effectiveness of HR initiatives. 4. Customer-Centricity Agile HR places employees at the center of its efforts, seeking to meet their needs and enhance their experiences within the organisation. This customer-centric approach ensures that HR practices align with the expectations and aspirations of the workforce. Benefits of Agile HR Enhanced Flexibility Agile HR enables organisations to swiftly respond to changing business conditions and employee needs. Teams can pivot and adapt without being locked into rigid, long-term plans. This flexibility is crucial in a rapidly evolving business landscape. Improved Employee Engagement By involving employees in decision-making and process improvement, Agile HR fosters a sense of ownership and engagement. Employees become active participants in shaping the workplace culture, leading to higher job satisfaction and retention rates. Faster Problem Resolution Agile HR's iterative approach allows for the timely identification and resolution of HR issues. Rather than waiting for annual reviews or assessments, teams can address problems promptly, resulting in a more agile and efficient HR function. Increased Innovation Encouraging experimentation and creativity, Agile HR fosters a culture of innovation. HR teams and employees alike are empowered to propose and test new ideas, leading to continuous improvement and adaptation to evolving needs. Better Talent Management Agile HR facilitates more effective talent acquisition and retention by focusing on employees' career development, skill enhancement, and well-being. By aligning HR practices with employee aspirations, organisations can attract and retain top talent. Challenges of Implementing Agile HR While Agile HR offers numerous advantages, it is not without its challenges: Change Management Transitioning from traditional HR practices to Agile HR can be met with resistance from employees and HR professionals accustomed to conventional processes. Effective change management strategies are essential to mitigate resistance. Cultural Shift Organisations must cultivate a culture of trust, transparency, and open communication to enable Agile HR to thrive. This cultural shift may require time and effort, as employees and leaders adjust to new ways of working. Skill Set Requirements HR teams may need to acquire new skills in areas like data analysis, facilitation, and agile methodologies to effectively implement Agile HR. Training and development initiatives may be necessary to bridge skill gaps. Scalability Agile HR may face difficulties when applied to larger organisations or those with multiple layers of hierarchy. Adapting agile principles to suit different contexts can be complex, and scaling Agile HR practices may require careful planning and customisation. Real-World Applications of Agile HR Several organisations have successfully adopted Agile HR principles to revolutionise their HR practices. Here are a few examples: Spotify Known for its innovative approach to HR, Spotify employs a "Squad" model, where cross-functional teams take ownership of HR initiatives. This model allows for rapid iteration and customisation of HR processes to suit the unique needs of each team. Spotify's Agile HR practices have contributed to its reputation as an employer of choice. ING Bank ING Bank embraced Agile HR to streamline its performance management system. They replaced traditional annual reviews with continuous feedback and coaching , resulting in increased employee satisfaction and productivity. ING Bank's Agile HR transformation demonstrates how iterative feedback can drive meaningful change in HR practices. Airbnb Airbnb employs Agile HR practices to adapt its HR policies to the diverse needs of its global workforce. The company uses regular "Pulse" surveys to gather employee feedback and adjust HR practices accordingly. Airbnb's customer-centric approach to HR has helped create a culture of inclusion and responsiveness. Zappos The online retailer Zappos implemented Agile HR practices, including holacracy, which eliminated traditional hierarchies and empowered employees to self-organise into teams. This approach has led to greater employee engagement and adaptability. Zappos' Agile HR journey showcases how unconventional HR structures can foster innovation and agility. Best Practices in Agile HR Implementation Successful Agile HR implementation requires careful planning and adherence to best practices: Leadership Buy-In Obtain leadership support and commitment to drive the Agile HR transformation. Leaders should champion the cultural shift and set an example for the rest of the organisation. Pilot Projects Start with small pilot projects to test Agile HR practices. This allows teams to learn and refine their approach before scaling up. Training and Development Invest in training and development programs to equip HR professionals with the necessary skills and knowledge to thrive in an agile environment. Provide ongoing learning opportunities to stay up-to-date with best practices. Clear Communication Communicate the Agile HR journey clearly to all stakeholders. Transparency and open dialogue are essential to address concerns and maintain trust throughout the transformation. Feedback Loops Establish regular feedback loops with employees and teams. Use feedback to make informed decisions and continuously improve HR practices. Adaptability Be prepared to adapt Agile HR practices to suit the unique needs of your organisation. Flexibility is key to ensuring that Agile HR aligns with your specific context and goals. Conclusion Agile HR is a transformative approach that empowers organisations to navigate the complexities of the modern workplace. By embracing agile principles such as iteration, collaboration, feedback, and customer-centricity, HR functions can become more agile, responsive, and employee-centric. While there are challenges in implementing Agile HR, the benefits, including enhanced flexibility, improved employee engagement, and increased innovation, make it a worthwhile endeavor. As organisations continue to evolve, Agile HR is poised to play a pivotal role in shaping the future of human resources management, driving employee satisfaction and organisational success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

11 benefits of award entry writing service from increased sales to customer loyalty, there are many benefits of business awards. 11 Benefits of Award Entry Writing Service Business awards aren't just a marketing opportunity. From increased sales to customer loyalty, there are many benefits of business awards. Learn more. Published on: 24 Jun 2021 Many businesses are missing out on the incredible benefits of an award entry writing service. Is your company one of them? Whether you see it as a PR exercise or you simply don’t have the resources to dedicate to the award entry submission process, there are plenty of reasons why you should enter business awards . In this article, we’ll be running over 11 incredible benefits of business awards using our award entry writing services. 1. Enjoy a Sales Boost Sure, business awards can be a costly process. You need to hire or internally source an award entry writer and gather resources, as well as cover whatever the costs involved are in attending the actual ceremony. But there’s good evidence to suggest that should you win, you’ll be easily recovering those costs and more. Research shows award-winning businesses can enjoy a sales boost of up to up to 37% . 2. Nothing in Life Comes Free, Except Marketing How often do you get the opportunity for other businesses to shout about your brand? Rarely! Business awards are a free marketing opportunity. You’ll enjoy the award company themselves talking about you, but also many other brands and customers engaging with your business and the award company. This gives you great opportunities to engage on social media and expand your reach. It’s also a great chance to create some unique, newsworthy content for your own website and social media. 3. Attract the Best Employees to Build Better Teams Employees expect more from businesses. We’ve written extensively about how we need to make work better before and all this revolves around being more people-centric. Chances are, you’re not going to win any business awards if you’re doing the bare minimum for your employees or your customers. To be an award-winning company means raising your standards and continually striving to be the best you can be. This makes you a better place to work, regardless of whether or not you win a business award. But should you win it, this can help your company stand out to potential new hires, helping you to attract the best talent. After all, who doesn’t want to brag a little about how they work for an award-winning company? 4. Boost the Morale of Your Current Employees Through Recognition It’s not just potential new employees that benefit from business awards. Another great benefit of business awards is the morale boost it can offer for your current employees if you win. Your staff get recognised for all their hard work and efforts put in to get your business to this point. A win will help assure them their efforts are recognised, not just by you, but by the wider industry and your customers. This can help motivate and inspire employees to continue doing the outstanding work they have been going forward. 5. Valuable Social Proof and Social Influence What do you do when you’re trying to figure out which business to work with or product to use? You look for evidence that others are doing just that, and that they’re enjoying the experience. It’s called social proof and it’s a psychological phenomenon that’s a powerful beast when it comes to your marketing. Just as we look for online reviews to assure us, winning business awards and displaying that achievement throughout our customer journey can have powerful positive effects on your customer journey. 6. Increase Brand Authority as a Market Leader One of the big benefits of business awards is the increased brand authority. Intrinsically linked to the concept of social proof, business awards make customers more likely to trust your brand. You’re the market-leader after all. 7. Gain an Advantage and USP Over Your Competitors Winning business awards can also make you more competitive compared to others in your field. Long gone are the days where businesses could compete on quality or price. The only thing left to compete on is customer experience. Establishing yourself as the market leader through the social proof of business awards makes you more competitive. It can be a unique selling point that your competitors simply can’t match up to, setting you apart from the rest of the market and increasing your profitability. 8. Increase Brand Awareness Through Exposure Even without a win, business awards can help increase your brand awareness. More business owners will become aware of your business and your presence in the industry. You’ll gain valuable PR opportunities throughout the promotion of the event by the award company, as well as the opportunity to network at the actual award ceremony. Of course, if you do win, you’ll enjoy increased brand awareness for long after your victory. 9. Improve Customer Retention Through Trust and Loyalty Customer loyalty isn’t dead. It’s just that customers expect more from your brand than ever before. The reality is customers will always be more likely to stay with a business they perceive as being great. Not only that, but 86% of customers say they’re happy to pay more to do so. You’ll already have benefited from your increased brand authority and competitive advantage from winning your business award. You’re the safest bet. There’s social proof for it. This increases your customer loyalty, which is great news for your business because improving customer retention can do wonders for your profitability. Research shows you’re more likely to sell to existing customers than new ones, but also that these customers are more likely to spend more on purchases. 10. Increase Profit Margins to Continually Improve All of the statistics above show that with loyal customers comes an incredible opportunity to increase your profit margins. Provided you continue to deliver an outstanding customer experience, they’ll be happy to spend the extra to stay with you. This increase in profit can be pumped right back into your business, allowing you to stay the market leader and continually out-innovate the competition. 11. But the Biggest Benefit of Business Awards is… We touched on this above, but it’s worth expanding on. You won’t win awards unless your business is actually worthy of being recognised as a market leader. By far the best benefit of being an award-winning business comes from being driven by the principles that create award-winning businesses. By this we mean, award-winning businesses are great places to work that deliver an outstanding customer experience and are continually growing because of this, not because of the awards — though they certainly don’t hurt! Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Create your own learning and development strategy for your SME to enhance your business performance and maximise your business resilience. Learn more. How to Create a Learning and Development Strategy in SMEs Create your own learning and development strategy for your SME to enhance your business performance and maximise your business resilience. Learn more. Published on: 12 Aug 2021 Learning and development ( L&D ) offers great benefits to businesses, including a stronger company culture , improved employee retention, increased employee engagement and improved business productivity and performance to name only a few. But these various benefits hinge on the effectiveness of your learning and development strategy. Many learning and development strategies aren’t delivering the desired results for businesses, despite investing billions: Of 4,300 surveyed employees, 74% say they aren’t achieving their full potential at work due to a lack of development opportunities. Only 12% of employees say they apply skills learned in training to their job. Just 38% of managers say their learning programs meet their learner’s needs. Only 25% of McKinsey survey respondents said training measurably improved performance. What is a Learning and Development Strategy? L&D refers to any and all activities a business undertakes to encourage the professional development of employees. A learning and development strategy then is the formal process which plans, aligns and measures L&D activities. L&D activities look different in every business. In larger corporations, learning and development activities often focus on formal training programmes, in the form of online course units, specialist training providers and more. In SMEs, L&D activities are often far less formal and may come in the form of personal development plans, individual L&D budgets and mentoring. An L&D strategy aligns these activities with organisational goals. It sets out the workforce knowledge, skills and behaviours necessary to achieve organisational goals and plans how to develop these areas to achieve said goals. In this sense, it seeks to improve organisational performance by improving employee performance through supporting and aiding their development with a variety of activities and methods. Or at least this is what an effective learning and development strategy should do. The Current Problems with Learning and Development Strategies Learning and development strategies as we currently know them aren’t as effective as businesses want them to be. Worldwide, businesses invest more than £258 billion into learning and development. For this huge sum, businesses should expect to see substantial benefits, but research suggests a majority of business leaders and employees find current L&D strategies lacklustre at best: 75% of managers are dissatisfied with their companies L&D function. 70% of employees don’t feel they have the mastery of skills necessary to do their job. 99% of learning and development professionals say critical skill gaps will negatively impact their companies in the coming years. The negative impacts mentioned included future growth, customer experience, product quality and the ability to innovate. 33% of employees say their current company training doesn’t meet their expectations. 1 in 3 employees say their company’s training is out of date. For management and leadership, the problem is even more apparent: 59% of managers overseeing less than three employees report having no training whatsoever, while 41% of managers overseeing three to five employees report the same. Nearly 50% of managers with over 10 years of experience say they’ve only had nine hours training total. What all these statistics and the statistics from the introduction highlight is that learning and development isn’t working as well as it could be for many businesses or employees. Employees feel like they’re not having their learning needs met or being given the development opportunities they desired. Businesses have identified skills gaps, but the current L&D strategy isn’t helping them address this gap or improve business performance as a whole. On top of all this, for a huge number of businesses, management seems to be entirely neglected from the learning and development strategy. What are the Benefits of an Effective Learning and Development Strategy? Moving away from the current issues highlighted above, what benefits can an effective learning and development strategy bring for businesses? Investing in learning and development increases employee satisfaction, engagement and retention. 68% of employees want to learn and train in the workplace and 94% of employees will stay longer at a company that invests in their learning and development. Retention rates rise by 30% to 50% at companies with strong learning cultures, while 40% of employees who receive poor training will leave their role within a year. This increased engagement and satisfaction has a direct impact on business performance. Businesses that invest in learning and development gain 21% more profit. Overall, an effective learning and development strategy helps create a better place to work , with improved behaviours driving the company forward. Employees across the business are engaged and motivated to continuously develop their skills, knowledge and behaviours, increasing both innovation and business performance. Overall, the company culture creates value beyond its product or service. It improves the lives of employees, creating sustainable businesses that contribute to society as a whole. This improved company culture also attracts the best talent, especially millennials. 87% of millennials believe learning and development in the workplace is important and 60% of them want leadership training. Considering this generation makes up the largest percentage of the global workforce, attracting and retaining the best talent from this generation is key to business success. Why is a Learning and Development Strategy Important? All these learning and development strategy benefits add up to a business with better performance, increased profit and improved business resilience. This matters because of the external challenges that businesses are facing. Businesses face increased uncertainty in global markets, slimmer margins, increased competitiveness from globalisation. Creating a company culture of continuous improvement can help businesses better navigate these external challenges, making them more innovative and agile in the face of constant change. To achieve this though, your learning and development strategy needs to be effective. By this we mean, it cannot be done ad hoc or forgotten about until an annual appraisal. An effective learning and development strategy must align with larger business goals, as well as be continuously monitored and improved. 10 Steps to Create an Effective Learning and Development Strategy in Your Business You can create an effective learning and development strategy by using the following framework: Assess the current business behaviours, knowledge and skills Identify the desired behaviours, knowledge and skills Align the L&D strategy with the business strategy Identify learning and development leaders Identify the best learning and development activities Execute L&D strategy and continuously monitor Measure the impact on business performance Identify activities that create the most value and scale Invest in learning technologies to suit your business needs Create a continuous learning and development cycle 1. Assess the Current Business Behaviours, Knowledge and Skills As with most strategies, a learning and development strategy should begin by identifying current behaviours, knowledge and skills across the business. You can assess knowledge of individual employees through a variety of means. This could be through employee feedback, as well as through individual performance metrics. Bloom’s revised taxonomy can also be helpful in assessing the level of knowledge possessed by employees and whether they are able to apply that knowledge successfully. Similarly, skills can be assessed across teams by utilising competency maps to assess where strengths and weaknesses lie. These can be completed by individual employees, or through leadership. Behaviours are an often overlooked part of learning and development, but behaviours are what drive employees to utilise their skills and knowledge. Gaining a better insight into the behaviours driving individuals and teams helps businesses better understand how to engage, motivate and inspire their employees. Current behaviours can be assessed by utilising workplace personality tests . 2. Identify the Desired Behaviours, Knowledge and Skills That Will Improve Business Performance Now you have a wealth of information available on the current behaviours, knowledge and skills across your business, you can identify where the gaps are. These will be bespoke to the unique needs of your business and are difficult to generalise. You may have critical skill gaps within certain departments limiting performance or perhaps there is a lack of consistent behaviours within customer service teams which is impacting the customer experience. Whatever it might be, create a list of the desired behaviours, knowledge and skills that could have a direct impact on business performance. 3. Align the Learning and Development Strategy With the Business Strategy To be effective and create value, a learning and development strategy must align with business goals. This is something many businesses struggle with, only around 40% of companies say their learning strategy is aligned with business goals. An effective organisational design process will help deliver the business goals. This is often due to outdated practices within L&D, with particular regard to the metrics used to measure L&D performance. For example, a common metric used to measure the success of a learning and development activity would be participation rate or completion rate. While these metrics give us some insight, they don’t give a clear picture of how that attendance impacted business performance. Chances are you’ll have a long list from the above activity, but ask yourself which would create the most value within your business and which would have the largest impact on the bottom line? These are your learning and development objectives, aligned with your business strategy and goals. 4. Identify Learning and Development Leaders Often the learning and development strategy is owned by one department or even one employee in smaller businesses. Employees know little about the L&D strategy and their place within it due to a lack of transparent communication. An effective learning and development strategy needs to be owned and led by the relevant department to ensure someone is responsible for executing and monitoring the strategy as it progresses. This will again be down to the unique structure of your business as to who these leaders will be. All this said, a learning and development strategy works best when employees have a good understanding of the strategy, their individual goals and how they relate to the larger business goals. Businesses can benefit by creating collaborative partnerships with each department or team in regard to leadership and development, for example, by having each department have a team member responsible for monitoring their role within the wider L&D strategy. One of the simplest ways to achieve this transparent communication is by investing in the right technologies, so that all employees can log in and monitor their own performance and progress, as well as wider business performance. Learning and development also has a place within the c-suite, especially if businesses hope to create a company culture of continuous learning. Leadership should be aware of and actively promote learning and development as a core value of the business, modelling to employees the importance of L&D within the company. 5. Identify the Best Learning and Development Activities to Achieve Objectives There are many potential learning and development activities you can utilise to achieve your objectives. This includes: Coaching Mentoring Lectures Seminars Webinars Discussions Debates Individual L&D budgets Gamification Job shadowing Guided learning Peer learning Micro learning Utilise the behaviours assessment completed earlier to figure out the best learning activities for teams and individuals. Most importantly, keep learning relevant and applicable to keep employees engaged and to ensure learning is not forgotten mere moments after. This may mean bespoke approaches, as opposed to a company-wide online course for example. But taking this approach means that you’ll see more value created from your learning and development activities. We’ll use an example to expand on this point. Let’s say a business opts for a generic customer service learning and development course, that can be completed in online modules as and when it suits employees. There are many modules and employees have an hour once a week to complete a module. Now let’s say another business knows they have some knowledge and behaviours lacking within their customer service. Instead of the generic learning technology though, they opt to get employees to pick real case studies each week from their workload and meet in small discussion groups to discuss the strengths and weaknesses of customer service within those case studies. Keeping learning relevant and timely helps employees retain and apply that knowledge, as well as increase engagement. Keep this in mind when choosing your learning and development activities. 6. Execute the Learning and Development Strategy and Continuously Monitor With your strategy created and your learning and development activities identified, you can execute your learning and development strategy. L&D leaders identified earlier on are ultimately responsible for this and should have clear tasks and responsibilities in regard to the execution of the strategy. They can similarly ensure all departments are doing their bit with regular, open communication with relevant team members. As with all technologies, modern learning and development technologies allow for businesses to monitor performance in real-time. This can ensure the strategy stays on course and help businesses navigate any issues as they happen, instead of after the fact. 7. Measure the Impact of Learning and Development Activities on Business Performance We touched upon L&D metrics earlier, but we’ll expand on that here. Your L&D metrics should directly align with your KPIs within your business strategy. These are the metrics you should be measuring to get an accurate idea of the impact of your learning and development strategy, not empty metrics like participation or attendance. Using the example above again, businesses could compare customer satisfaction rates from before and after the learning and development activities to see the real impact of learning for both their employees and their customers, and ultimately their bottom line. 8. Identify Which Activities Create the Most Value and Scale SMEs often don’t have the budget to trial many learning and development activities at once. This learning and development framework allows SMEs to figure out which activities create the most value and to scale only those activities. You don’t need to immediately roll out a company wide learning and development programme. In fact, we’d advise against it. Start small and build your way up. Trial activities with one department, monitor and assess the results. If you’re able to implement several learning and development activities at once, figure out which made the biggest impact on business performance and scale that activity across your business where possible. For example, if you tried webinars for customer service teams but saw little improvement in customer satisfaction, but your individual learning and development budgets had increased employee engagement and productivity, you would scale the latter to be a company-wide programme. 9. Invest in Learning Technologies to Suit Your Business Needs With value-adding learning and development activities identified through performance metrics, businesses can make better decisions about the right L&D technologies to invest in to further improve their learning and development processes across the business. Investing in these technologies initially represents a significant cost, one that many SMEs cannot afford to bear with no return. Monitoring learning and development progress and measuring the impact on performance ensures businesses can invest in the best technologies to suit their unique learning and development needs and business goals. 10. Create a Continuous Learning and Development Cycle To create a company culture of learning, your learning and development strategy needs to be a continuous process. Once it has been planned, executed, monitored, measured and scaled, it should be repeated. This learning and development cycle gives companies a competitive edge. It means their employees are always learning and developing their own behaviours, knowledge and skills. This means teams are always becoming more productive and efficient, which in turn means companies are always improving their business performance, making them more competitive and innovative places to work. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover what CRM means for your business. Learn how customer relationship management systems work, why they matter, and how they can transform the way you manage customer interactions and grow your business. What is a CRM? Understanding CRM: The Strategy, Tools, and Benefits Behind Effective Customer Relationship Management Published on: 6 Feb 2025 Customer relationships are the heart of any successful business — but managing those relationships effectively as your business grows can be a real challenge. That’s where CRM comes in. What is a CRM? CRM stands for Customer Relationship Management . At its core, it's both a strategy and a technology platform designed to help businesses manage and analyse customer interactions throughout the customer lifecycle. The goal is to improve customer service relationships, assist in customer retention, and drive sales growth. A CRM system allows you to collect customer data from multiple channels, including your company’s website, social media, emails, phone calls, and even in-person interactions. It consolidates this data into a single, accessible place, allowing your team to see a complete history of the customer relationship and tailor their approach accordingly. What Does a CRM System Do? A CRM system acts as a central hub for all customer data and activity. It enables you to: Capture and organise leads from various sources Track interactions and communication history with each contact Monitor the sales pipeline and forecast future revenue Assign tasks and automate follow-ups Share customer insights across departments , ensuring a consistent experience Report on performance metrics , helping to identify trends and opportunities This functionality removes the guesswork from customer management, supports collaboration across teams, and provides clarity on what actions lead to conversions and loyalty. Why is a CRM System Important for Your Business? Without a CRM, customer data is often scattered across spreadsheets, inboxes, and individual team members' notes. This disorganisation can result in missed opportunities, inconsistent service, and lost revenue. A CRM system provides structure. It gives your business the tools to: Understand customer needs better Identify and nurture leads more effectively Provide timely and personalised communication Align marketing, sales, and customer service efforts Make strategic decisions based on data rather than assumptions Ultimately, a CRM helps you deliver a better customer experience while making your operations more efficient. What Are the Benefits of CRM? The advantages of using a CRM are wide-ranging: Increased customer satisfaction through timely, personalised service Higher retention rates thanks to improved follow-up and proactive support Streamlined sales processes with automated tasks and easy access to data Improved internal collaboration by keeping all team members informed Data-driven insights that support more effective decision-making CRMs are particularly valuable in businesses with complex sales cycles , recurring customer interactions, or high volumes of leads and customer data. Key Features of a CRM While CRM systems vary, many share these essential features: Contact Management : Store and manage customer and lead information, including notes, activity history, and personal preferences. Lead and Opportunity Tracking : Track potential customers through the sales funnel, assign tasks, and forecast revenue. Marketing Automation : Send emails, segment customers, and create campaigns based on behaviour and triggers. Workflow Automation : Set up automatic reminders, task assignments, and process sequences to reduce manual effort. Reporting and Dashboards : Generate real-time insights into sales performance, customer behaviour, and campaign effectiveness. Mobile Access : Access customer data on-the-go through mobile apps. Integration : Connect with tools like email, calendars, accounting systems, and customer service software. Components of CRM CRM is not just a tool but a comprehensive system that combines multiple components: Operational CRM : Focuses on automating and improving customer-facing processes like sales, marketing, and support. Analytical CRM : Involves collecting and analysing customer data to better understand trends, preferences, and behaviour. Collaborative CRM : Enables different departments (sales, marketing, support) to share information and work together to enhance the customer journey. By integrating these components, businesses can build a 360-degree view of each customer. Types of CRM Technology CRM solutions are available in various formats to suit different business needs: Cloud-based CRMs : Hosted online and accessible from any device. Ideal for growing businesses and remote teams. On-premise CRMs : Installed on local servers and managed in-house. Offers more control but requires more resources. Industry-specific CRMs : Tailored to meet the unique requirements of sectors like real estate, finance, or healthcare. Mobile CRMs : Provide functionality on smartphones and tablets, enabling field teams to access information on the move. AI-enabled CRMs : Use artificial intelligence to suggest next steps, automate tasks, and predict customer behaviour. Who Can Use a CRM? CRM systems are not limited to any specific industry or company size. They are beneficial for: Startups and small businesses that need a better way to track leads and customer interactions. Sales teams who need to manage pipelines, close deals, and stay organised. Marketing teams looking to segment audiences and run targeted campaigns. Customer service departments aiming to track issues and respond faster. Consultants, freelancers, and service providers who manage multiple clients. Essentially, any organisation that interacts with customers or stakeholders can benefit from a CRM. Why Do Businesses Choose CRMs? Businesses choose CRMs because they help: Centralise information , reducing confusion and duplicated efforts Scale operations , without sacrificing service quality Improve collaboration , as teams work from the same data set Measure what matters , through robust tracking and reporting tools Drive profitability , by helping sales and marketing teams be more effective A CRM isn’t just a nice-to-have; for many businesses, it’s become essential for sustainable growth. Implementing a CRM Bringing a CRM into your business involves more than just purchasing software. Here’s how to make it work: Define your goals : Know what you want to achieve (e.g. increased sales, better service). Choose the right system : Consider size, scalability, industry fit, and integrations. Plan your implementation : Assign a team, develop a timeline, and clean your data. Train your team : Make sure users understand how and why to use the system. Start small, scale up : Begin with core features and expand as your team becomes more confident. Measure and improve : Track key metrics, gather feedback, and optimise your processes. Successful CRM implementation is an ongoing effort, but the payoff is well worth it. A CRM system can be transformative. It brings clarity to your customer relationships, aligns your teams, and helps your business grow more efficiently. Whether you’re running a startup or leading an established enterprise, a well-implemented CRM is a vital part of doing business in the modern world. The sooner you invest in understanding and using CRM, the sooner you can take control of your customer experience — and your business success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how to create a thriving coaching culture in your small organisation. Learn actionable steps to empower teams, boost engagement, and drive sustainable growth. How to Create a Coaching Culture in a Small Organisation By embedding these seven steps, small organisations can create a vibrant coaching culture that fuels employee satisfaction and drives sustainable growth. Published on: 26 Dec 2024 In today’s fast-paced business environment, small organisations are under constant pressure to adapt, innovate, and grow. One of the most effective ways to stay ahead is by fostering a coaching culture. But what does this mean, and why is it important? Let’s break it down into seven actionable steps. 1. Understand the Value of a Coaching Culture A coaching culture is more than just a leadership style—it’s a mindset shift that permeates every level of the organisation. It’s about creating an environment where employees feel supported, valued, and empowered to develop their skills continuously. In small organisations, fostering a coaching culture can bridge gaps in expertise, cultivate emerging leaders, and enhance collaboration. Unlike traditional training programmes that occur periodically, coaching cultures encourage ongoing learning and personal development in real-time, making growth a daily practice. A coaching culture directly impacts employee engagement, productivity, and retention. When employees experience consistent feedback and development opportunities, they are more likely to stay committed to the organisation’s mission. Additionally, it creates a ripple effect of problem-solving and innovation, as employees feel more confident in their abilities and more invested in the company’s success. Why It’s Essential: Builds adaptable, solution-oriented teams ready to tackle new challenges. Increases employee morale and loyalty by demonstrating a commitment to personal growth. Enhances overall productivity by fostering a mindset of continuous improvement. 2. Gain Leadership Buy-In Leadership is the cornerstone of any successful cultural shift, and creating a coaching culture is no exception. For coaching to become embedded within the organisational fabric, leaders must embody coaching behaviours consistently. This involves shifting from a directive management style to one that prioritises guidance, empowerment, and support. Leaders need to embrace vulnerability by acknowledging their growth areas and actively participating in coaching initiatives. To secure leadership buy-in, highlight the long-term benefits, such as increased employee performance, higher engagement, and reduced turnover. Provide case studies from similar organisations that demonstrate measurable success. Encourage leaders to undergo coaching themselves, as this hands-on experience often translates into a deeper understanding of the benefits. Action Tip: Host leadership workshops focused on coaching techniques. Encourage leaders to set personal coaching goals and track their progress publicly within the organisation to inspire others. 3. Develop Internal Coaches While external coaching can be valuable, small organisations benefit from cultivating internal coaching talent. Internal coaches understand the unique dynamics, goals, and challenges of the business, allowing them to provide more tailored and relevant support. By developing coaching skills within the existing team, the organisation creates a sustainable, scalable model for continuous growth. Identify high-potential employees with strong emotional intelligence, communication skills, and a passion for helping others. Offer formal training sessions, mentoring opportunities, and access to coaching certifications. Internal coaches not only guide their peers but also reinforce the coaching culture by modelling coaching behaviours consistently. Practical Step: Start with a pilot programme involving a small group of internal coaches. Provide ongoing feedback and encourage them to share their experiences, gradually expanding the programme across departments. 4. Foster a Feedback-Driven Environment Feedback is the heartbeat of a thriving coaching culture. It creates a continuous loop of learning and improvement, allowing employees to refine their skills, align their goals, and contribute more effectively. In a coaching culture, feedback is not reserved for annual reviews—it becomes part of daily interactions. Promote a feedback-rich environment by training employees to give and receive constructive feedback. Encourage managers to initiate regular one-on-one meetings that focus on growth and development rather than just performance metrics. Implement 360-degree feedback tools that allow employees to gather insights from peers, subordinates, and supervisors. How to Implement: Establish a “feedback first” policy where employees are encouraged to seek feedback at every project milestone. Create anonymous feedback channels to ensure that everyone feels comfortable participating. 5. Incorporate Coaching into Daily Workflows Embedding coaching into daily workflows ensures that it becomes a natural, habitual part of the organisational culture. Small organisations, often constrained by limited time and resources, can integrate coaching moments into routine operations without disrupting productivity. This might involve incorporating short coaching check-ins during team meetings, using project debriefs as opportunities for reflection, or pairing team members for peer coaching. Micro-coaching—short, targeted coaching sessions—can address immediate challenges, promote learning, and reinforce key skills. By making coaching part of daily workflows, employees experience its benefits consistently, reinforcing the value of continuous development. Simple Idea: Integrate a “coaching question of the week” into team discussions. Encourage employees to reflect on it and apply the insights to their tasks. 6. Create Safe Spaces for Experimentation A coaching culture thrives in environments where employees feel safe to experiment, innovate, and take calculated risks without fear of failure. Psychological safety—the belief that one can express ideas and make mistakes without retribution—is critical to this process. By fostering an atmosphere of trust and openness, organisations unlock higher levels of creativity and engagement. Leaders can create safe spaces by normalising failure as part of the learning process. Encourage employees to share lessons learned from unsuccessful projects and celebrate these insights. Reinforce the idea that growth stems from experience, even when the outcomes are not ideal. Best Practice: Launch a “fail forward” initiative where teams present unsuccessful projects and discuss what they learned. Reward participation with recognition and small incentives. 7. Track Progress and Celebrate Growth Sustaining a coaching culture requires measuring progress and celebrating milestones. Tracking personal and professional development not only reinforces the importance of coaching but also provides tangible proof of growth. This boosts morale, encourages participation, and keeps momentum high. Develop personalised growth plans for employees that align with their career aspirations and organisational objectives. Use key performance indicators (KPIs) such as skill development, project success rates, and employee engagement metrics to assess progress. Quick Win: Create a “Coaching Spotlight” feature in company newsletters where employees share their coaching journey. Highlighting individual growth stories serves as inspiration and reinforces the value of coaching. Building for the Future By embedding these seven steps, small organisations can create a vibrant coaching culture that fuels employee satisfaction and drives sustainable growth. A coaching atmosphere doesn’t just benefit individuals—it enhances the entire organisation, leading to stronger performance and long-term success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn about the common causes of poor business productivity and how poor business productivity impacts your business every day, as well as how to fix it. 5 Causes Of Poor Business Productivity Avoiding low levels of productivity is essential for a business to survive in the long term and be at their most profitable in the short term. So what are the causes of low productivity? Published on: 10 Jan 2019 Avoiding low levels of productivity is essential for a business to survive in the long term and be at their most profitable in the short term. So what are the causes of poor business productivity? In can be summarised as anything that causes an employee to work less well or efficiently than they might otherwise be able to. UK business productivity has struggled over the last 10 years. And how can you know if productivity is low? One way would be to just stand in the office, factory, warehouse and take a good old-fashioned gut feel. Are the staff engaged, busy, happy and buzzing? Does it feel dynamic and happening? Or are customer service issues, delays, absences, distractions and a general sense of disconnect pervading your business? Are they happy to see you, or are you so remote, they’re not sure who you are? If so, productivity is low and so profitability is not where it should be. There are many ways to improve business productivity , but here we will look at possible causes. 5 causes of poor business productivity 1. Poor management skills When a staff member gets promoted into management, they often don’t have the skills needed to complete that job effectively. They need the right skills and personality to be an effective manager. Managing people is a science itself. They may be technically competent and highly organised, and achieved great things, but can they lead, communicate effectively, delegate and motivate those around them. 2. Inadequate or poorly performing technology You may have heard of the Productivity Paradox, that is with all these computers and IT and fancy tech, business productivity has not increased accordingly and many people are unsure as to why that it. That does not mean to say it’s not obvious in your own company or job. Are you trying to make the technology work for you? Then there’s the problem. The technology should be solving a problem; helping you write emails more effectively, getting your invoices out promptly, helping you with budgeting. Focus on one business problem at a time to make the most of technology 3. Demotivated staff The causes of a demotivated employee are many and requires careful and considerate management. But if everybody, or lots of staff are demotivated, then you have a people management issue. Think of your staff as volunteers, you’d show them so much respect and be so appreciative of their help, you’d be engaging with them and letting them know how much their support and work means to you. Sound like a good idea? 4. Poorly thought out processes Are things being done twice, poorly, frustratingly, annoyingly, are errors cropping up, does no one seem to bother about it, address it? Then you have poorly thought out processes which are sucking up morale, time, money and profits. Some empowerment is needed here, some ownership and a recognition that working smarter is smart. Making do, pushing on through, won’t do. 5. Not enough fun or recognition We spend so much time at work, we need to find it rewarding. And few of us work alone; there are colleagues, customers, partners, suppliers, then managers and directors. Giving and receiving praise when it’s due can really help with morale, if feels good, it’s almost fun. Anyone for tennis? Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

10 Benefits of a Comprehensive Operational Business Audit, from ensuring financial accuracy to building stakeholder trust. Learn how audits drive growth, enhance efficiency, and position your business for long-term success. 10 Benefits of a Comprehensive Operational Business Audit Explore how a Comprehensive Operational Business Audit improves financial accuracy, strengthen internal controls, and empower growth through strategic insights and enhanced credibility. Published on: 18 Jan 2024 Running a business involves navigating complex landscapes, managing risks, and making informed decisions. A comprehensive business audit , encompassing both operational due diligence and commercial due diligence , is a strategic tool for strategic scaling that not only ensures clarity but also uncovers opportunities to improve performance and drive growth. Business audits help identify weaknesses, optimise operations, and build trust with stakeholders, making them a valuable asset for organisations of all sizes. In this post, we’ll explore 10 key benefits of comprehensive business audits , focusing on how they align with the seven core areas of business transformation: Business Strategy and Alignment, Operational Efficiency, Leadership and Accountability, Financial Performance, People and Culture, Technology and Digital Transformation, and Customer Experience and Retention . 1. Strengthens Business Strategy and Alignment A comprehensive audit evaluates whether the business strategy aligns with operational realities and market conditions. It helps uncover gaps between strategic goals and actual performance, allowing leadership to make informed adjustments. For example, an audit might reveal that the business is investing heavily in a product line that delivers poor margins. By redirecting resources towards more profitable areas, the business can improve alignment and strategic focus. 2. Improves Operational Efficiency Audits identify bottlenecks, redundancies, and underperforming processes within the business. By addressing these inefficiencies, organisations can reduce waste, lower costs, and increase productivity. For instance, an audit might reveal that customer service response times are slow due to outdated systems. Upgrading technology and retraining staff could enhance customer satisfaction while improving operational efficiency. 3. Enhances Leadership and Accountability An audit evaluates how effectively leadership structures are driving business performance. It highlights gaps in decision-making, communication, and accountability, helping businesses improve management effectiveness. For example, an audit might show that decision-making authority is too centralised, slowing down responses to market changes. Establishing clearer delegation frameworks can empower managers and speed up execution. 4. Boosts Financial Performance Audits provide a detailed view of a company’s financial health, helping to identify cost-saving opportunities, improve cash flow, and increase profitability. For example, an audit might uncover hidden costs in supply chain contracts or underperforming revenue streams. By renegotiating terms or cutting unproductive expenses, the business can increase margins and overall financial health. 5. Strengthens People and Culture Audits assess workforce structure, employee engagement, and organisational culture. They identify misalignment between business goals and team performance, providing actionable insights to improve productivity and morale. For example, an audit might reveal that high staff turnover is linked to unclear performance expectations. Improving communication and offering targeted training could reduce turnover and increase employee engagement. 6. Enhances Technology and Digital Transformation A comprehensive audit evaluates the business’s technology infrastructure and digital strategy. It highlights gaps in systems, data security, and digital processes that could be limiting growth. For instance, an audit might reveal that outdated customer relationship management (CRM) software is preventing efficient lead tracking. Upgrading to a modern CRM could improve customer engagement and sales performance. 7. Improves Customer Experience and Retention Customer satisfaction and loyalty are critical for sustainable growth. Audits examine customer touchpoints, service delivery, and feedback mechanisms to identify areas for improvement. For example, an audit might uncover delays in order fulfilment caused by poor inventory management. Streamlining logistics and improving communication with customers could increase satisfaction and retention rates. 8. Detects and Mitigates Risks Audits identify risks related to financial health, compliance, and operational security. Proactively addressing these vulnerabilities protects the business from disruption and financial loss. For example, an audit might reveal non-compliance with data protection regulations, exposing the business to legal penalties. Implementing tighter data security measures reduces this risk and protects customer trust. 9. Strengthens Governance and Decision-Making A comprehensive audit enhances corporate governance by providing independent oversight of management practices and decision-making processes. For instance, an audit might reveal that board oversight of strategic initiatives is weak, leading to inconsistent execution. Strengthening governance structures ensures more effective strategic decision-making and accountability. 10. Positions the Business for Growth and Investment Audits highlight whether the business has the capacity and systems to scale effectively. They help businesses strengthen core functions, improve financial stability, and become more attractive to investors. For example, an audit might reveal that existing processes cannot handle increased order volumes. Investing in automation and additional staff could position the business for sustainable growth and greater investor confidence. The Strategic Value of Comprehensive Business Audits Comprehensive business audits are more than a regulatory requirement—they are a strategic tool that drives performance, builds trust, and positions organisations for long-term success. By uncovering inefficiencies, mitigating risks, and offering actionable insights, audits empower businesses to thrive in competitive markets. Whether your organisation is preparing to scale, seeking investment, or striving for operational excellence, a business audit provides the clarity and direction needed to achieve your goals. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn about the 12 essential sales and service behaviours you should have for the best outcome, every time, from the productivity experts Awardaroo. 12 Essential Sales and Service Behaviours Success at work and in life is easier when the goals for each complement one another. So essential sales and service behaviours are effective life skills too. Published on: 5 Nov 2020 In sales and service, a blend of essential behaviours forms the cornerstone of exceptional customer experiences. Welcoming with a genuine smile sets the tone, followed by engaging interactions that foster rapport. Competence assures customers of reliable assistance, while active listening demonstrates understanding and empathy. Being genuinely helpful and responsive to inquiries enhances trust. Curiosity fuels exploration of customer needs, while politeness and positivity create a welcoming environment. Expressing gratitude for patronage cultivates loyalty, and productivity ensures efficient service delivery. As part of sales management , these twelve behaviours combine to create memorable interactions, leaving customers feeling valued and satisfied and support. 12 essential sales and service behaviours to drive sales, revenue and reputation Welcoming Behaving in a polite or friendly way to a guest or new arrival. Whether it’s the first contact, second or third, how we greet somebody will define how well the rest of the engagement goes. Welcoming guests and newcomers with genuine warmth lays the foundation for a positive and fruitful interaction. The act of welcoming extends beyond mere greetings; it encompasses creating an atmosphere of hospitality and inclusivity. A welcoming demeanor communicates to customers that they are valued and respected, setting the stage for building trust and rapport. Whether it's a first encounter or a repeat visit, the way we welcome individuals can profoundly influence their perception of our business and their willingness to engage further. By embodying warmth and hospitality, we not only enhance the customer experience but also foster long-lasting relationships that drive sales and revenue growth. Engaging Charming, attractive or pleasing. After the initial contact, the opening conversation is important for the customer to feel that they are speaking with someone who cares about them. The art of engagement is about more than just capturing attention; it's about forging genuine connections that resonate with customers on a deeper level. By being charming, attentive, and genuinely interested in their needs, we can create a memorable experience that leaves a lasting impression. Engaging conversations should go beyond surface-level pleasantries to delve into the customer's interests, preferences, and concerns. This level of attentiveness not only makes customers feel valued but also enables us to tailor our offerings to better meet their needs. Moreover, engaging interactions have the power to evoke positive emotions, fostering a sense of loyalty and trust that can translate into repeat business and referrals. Competent Having the necessary ability, knowledge, or skill to do something successfully. Whilst you might be engaging is it backed up with the technical and organisational knowledge needed to help the other side. Competence is the bedrock of effective service delivery, encompassing the knowledge, skills, and expertise needed to fulfill customer needs and expectations. Being competent means more than just possessing technical know-how; it requires a deep understanding of the products or services being offered, as well as the ability to navigate complex situations with ease. Customers rely on us to provide accurate information, offer solutions to their problems, and deliver on our promises. Therefore, investing in ongoing training and development is essential to staying abreast of industry trends and maintaining a high level of competence. By demonstrating our expertise and competence, we instill confidence in customers, reassuring them that they are in capable hands. This, in turn, fosters trust and credibility, paving the way for long-term relationships and sustained success. Listening To give one’s attention to a sound. Are you practising active listening skills? Acting on what the caller is saying to you, not just listening for what is important to you. Listening is not merely hearing; it's about truly understanding the spoken and unspoken needs of our customers. Active listening involves giving undivided attention, empathising with their concerns, and responding thoughtfully. By practicing active listening, we demonstrate that we value their input and are committed to finding solutions that meet their unique needs. Moreover, effective listening can uncover valuable insights that inform product improvements and service enhancements, ultimately driving customer satisfaction and loyalty. In a world filled with noise and distractions, the ability to listen attentively is a rare and invaluable skill that sets us apart as trusted advisors and partners in our customers' success. Helpful Giving or ready to give help. Being helpful involves understanding the other person’s emotional needs and providing support and actions to meet those needs. Being helpfu l goes beyond simply providing assistance; it's about going the extra mile to make a meaningful difference in the lives of our customers. Whether it's offering guidance, troubleshooting issues, or providing emotional support, being helpful requires a genuine desire to serve others. By understanding their pain points and proactively addressing their needs, we can build strong relationships based on trust and mutual respect. Moreover, acts of kindness and generosity have a ripple effect, inspiring loyalty and positive word-of-mouth referrals. In today's competitive marketplace, being helpful is not just a nicety; it's a strategic advantage that drives customer satisfaction, retention, and ultimately, business growth. Responsive Reacting quickly and positively. How responsive you are is perhaps the biggest driver of service quality, business culture and customer loyalty. Responsiveness is the cornerstone of excellent customer service, demonstrating our commitment to addressing customer needs promptly and effectively. In a fast-paced world where time is of the essence, being responsive can make all the difference in retaining customers and winning their loyalty. Whether it's answering inquiries, resolving complaints, or providing updates, responding quickly and courteously shows that we value their time and prioritise their concerns. Moreover, responsiveness fosters a sense of trust and reliability, reassuring customers that they can count on us to deliver when it matters most. By making responsiveness a priority, we can set ourselves apart as a trusted partner who is always there to support our customers, rain or shine. Empathetic Showing an ability to understand and share the feelings of another. Customers contact you because they have a problem they hope your product or services will help them solve. How well can you recognise and show this? Empathy is the ability to understand and share the feelings of others, allowing us to connect with customers on a deeper, more meaningful level. By putting ourselves in their shoes, we can better understand their perspectives, anticipate their needs, and provide personalized solutions. Moreover, empathy fosters trust and rapport, as customers appreciate being heard and understood. In today's hyper-connected world, where interactions can often feel transactional, empathy humanizes the customer experience, making it more authentic and memorable. By cultivating empathy in our interactions, we can build strong, lasting relationships that drive customer loyalty and advocacy. Curious Eager to know or learn something. Asking questions, and using questioning techniques such as open and closed questions will help you understand what is really important to your customers. Curiosity is the fuel that drives innovation and growth, pushing us to explore new ideas, ask probing questions, and seek out fresh perspectives. By cultivating a curious mindset, we can uncover hidden opportunities, identify emerging trends, and anticipate future needs. Moreover, curiosity fosters a culture of continuous learning and improvement, as we strive to expand our knowledge and stay ahead of the curve. In today's rapidly evolving marketplace, where change is the only constant, curiosity is a powerful asset that empowers us to adapt and thrive. By embracing curiosity in our work, we can unlock new possibilities and create value for our customers, our businesses, and ourselves. Polite Having or showing behaviour that is respectful and considerate of other people. It’s basic, but sometimes when we get busy or stressed, this can be forgotten. Politeness is the cornerstone of respectful and considerate communication, setting the tone for positive interactions and productive relationships. By treating others with courtesy and civility, we demonstrate our commitment to professionalism and mutual respect. Moreover, politeness fosters a sense of trust and goodwill, as customers appreciate being treated with kindness and dignity. In today's interconnected world, where reputation and relationships are paramount, politeness is a non-negotiable aspect of effective communication. By embodying politeness in our interactions , we can build strong, lasting relationships that drive customer satisfaction and loyalty. Positive Constructive, optimistic, or confident. Being positive helps to frame the problem and solution in a way that invites creative thinking to find the best way forward and outcome. Positivity is a powerful force that shapes our outlook, influences our interactions, and drives our success. By maintaining a constructive and optimistic attitude, we can inspire confidence, overcome obstacles, and foster resilience in the face of challenges. Moreover, positivity is contagious, spreading enthusiasm and energy to those around us. In today's fast-paced and uncertain world, where negativity can easily take hold, positivity is a valuable asset that sets us apart as leaders and innovators. By cultivating positivity in our work and our relationships, we can create a ripple effect of optimism and possibility that propels us toward our goals and aspirations. Thankful Pleased and relieved. An attitude of gratitude. Showing your appreciation in being asked to help your customer goes a long way in building trust and respect. Gratitude is the cornerstone of meaningful relationships, fostering appreciation and goodwill among customers, colleagues, and partners. By expressing genuine gratitude for the opportunities we have been given, the support we have received, and the successes we have achieved, we can cultivate a culture of appreciation and abundance. Moreover, gratitude has a transformative effect, shifting our focus from scarcity to abundance, from fear to trust. In today's fast-paced and competitive world, where success can often feel fleeting, gratitude is a powerful antidote to stress and uncertainty. By practicing gratitude in our daily lives, we can cultivate a sense of fulfillment and contentment that transcends material wealth and external validation. Productive Producing or able to produce large amounts of goods, crops, or other commodities. Being able to effectively manage your time and task prioritisation allows you to do more in a given period of time and so generate more sales. Productivity is the key to unlocking our full potential and achieving our goals, allowing us to maximize our time and resources to achieve meaningful results. By adopting effective time management strategies, setting clear priorities, and eliminating distractions, we can increase our efficiency and effectiveness in both our personal and professional lives. Moreover, productivity breeds confidence and momentum, empowering us to take on new challenges and pursue ambitious goals. In today's fast-paced and competitive world, where success often hinges on our ability to do more with less, productivity is a critical skill that can set us apart from the competition. By prioritising productivity in our work and our lives, we can unlock new levels of success and fulfillment, achieving our dreams and aspirations with clarity and purpose. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn how to create an effective company sustainability programme with this comprehensive guide. From setting the foundation and building the framework to implementing operational changes and engaging with the community, this post covers all the essential steps to drive sustainability in your organisation. How to Create a Company Sustainability Programme Discover how to establish a robust sustainability programme for your company, ensuring environmental responsibility, economic efficiency, and social equity for long-term success. Published on: 8 Aug 2024 In today’s world, sustainability is not just a buzzword; it's a vital practice that companies must adopt to thrive. A robust sustainability programme can enhance a company’s reputation, improve operational efficiency, and ensure long-term viability. But how do you create a sustainability programme that is both effective and genuine? Here's a comprehensive guide to help you get started. 1. Understanding Sustainability What is Sustainability? Sustainability involves meeting our own needs without compromising the ability of future generations to meet theirs. In a corporate context, this means operating in a way that is environmentally responsible, socially equitable, and economically viable. Why is Sustainability Important? Environmental Responsibility : Reducing the environmental impact helps protect the planet. Economic Efficiency : Sustainable practices often lead to cost savings through energy efficiency, waste reduction, and improved resource management. Social Equity : Fair labour practices and community engagement foster goodwill and long-term relationships. 2. Setting the Foundation Assess Your Current Position Before you can implement a sustainability programme, you need to understand where your company currently stands. Conduct a sustainability audit to identify: Energy consumption Waste generation Water usage Carbon footprint Supply chain sustainability Define Your Goals Set clear, measurable goals that align with your company’s values and mission. Goals could include: Reducing greenhouse gas emissions by a certain percentage Achieving zero waste to landfill Sourcing 100% renewable energy Enhancing community engagement 3. Building the Framework Form a Sustainability Committee Create a dedicated team responsible for driving the sustainability agenda. This team should include representatives from various departments to ensure a holistic approach. Develop a Sustainability Policy Draft a policy that outlines your company’s commitment to sustainability. This policy should: State your sustainability goals and objectives Detail the strategies to achieve these goals Provide guidelines for employees and stakeholders Secure Leadership Support Ensure that the top management is on board with the sustainability initiatives. Their support is crucial for allocating resources and driving the programme company-wide. 4. Implementing the Programme Employee Engagement Involve employees at all levels. Educate them about sustainability and how they can contribute. This can be done through: Training sessions Workshops Regular communications and updates Operational Changes Implement changes in your operations to reduce environmental impact. This could involve: Upgrading to energy-efficient lighting and equipment Implementing recycling programmes Reducing water usage through conservation practices Encouraging remote work to reduce commuting emissions Sustainable Procurement Work with suppliers to ensure that the materials and products you use are sourced sustainably. This includes: Selecting suppliers who have their own sustainability programmes Prioritising products that are eco-friendly and have minimal packaging Engaging in fair trade practices Innovation and Technology Invest in technologies that promote sustainability. This could include: Renewable energy sources like solar or wind Energy management systems Advanced recycling and waste management technologies 5. Monitoring and Reporting Track Progress Regularly monitor your sustainability metrics to track progress against your goals. Use key performance indicators (KPIs) such as: Energy consumption Waste generation and recycling rates Water usage Emission levels Transparent Reporting Share your progress with stakeholders through regular sustainability reports. Transparency is key to building trust and demonstrating your commitment. Reports should include: Achievements and milestones Challenges faced Future plans and targets Continuous Improvement Sustainability is an ongoing journey. Continuously seek ways to improve by: Staying updated on new technologies and best practices Gathering feedback from employees and stakeholders Reviewing and updating your goals and strategies 6. Community and Industry Engagement Community Involvement Engage with the community to foster goodwill and support local sustainability initiatives. This could involve: Volunteering for local environmental projects Partnering with local organisations for sustainability events Supporting education and awareness programmes Industry Collaboration Collaborate with other companies and industry groups to share knowledge and promote sustainability. This can be done through: Joining sustainability-focused industry associations Participating in industry conferences and workshops Sharing best practices and innovations Conclusion Creating a company sustainability programme is a significant step towards a better future. It requires commitment, collaboration, and a willingness to innovate. By assessing your current position, setting clear goals, engaging employees, making operational changes, monitoring progress, and engaging with the community, your company can build a sustainability programme that not only benefits the environment but also drives business success. Remember, sustainability is a continuous journey, and every step taken makes a difference. Start today, and lead your company towards a sustainable future. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how OKRs (Objectives and Key Results) can drive value-focused growth in your business. Learn practical steps to align goals with impact, boost team engagement, and achieve sustainable success. How to Use OKRs to Create Value-Driven Growth Discover how OKRs (Objectives and Key Results) can drive value-focused growth in your business. Learn practical steps to align goals with impact, boost team engagement, and achieve sustainable success. Imagine steering a business not just towards profit, but towards genuine impact—where growth means more satisfied customers, empowered employees, and positive change in the world. Sounds ambitious? That's exactly where OKRs (Objectives and Key Results) come in. They aren’t just a corporate buzzword; they’re the compass that helps businesses navigate the path to value-driven growth with precision and purpose. What Are OKRs? OKRs stand for Objectives and Key Results. They are a goal-setting methodology designed to align teams, focus efforts, and measure progress effectively. The framework consists of two components: Objectives: Qualitative, ambitious goals that provide direction and purpose. Key Results: Quantifiable outcomes that measure the achievement of the objectives. Why Value-Driven Growth Matters Value-driven growth focuses on long-term impact rather than short-term gains. It aligns with the triple bottom line approach, considering people, planet, and profits. Businesses that prioritise value-driven growth tend to build stronger brands, foster customer loyalty, and create resilient operations. How to Use OKRs for Value-Driven Growth 1. Define Clear, Value-Centric Objectives Start by identifying what value means to your business. Is it customer satisfaction, sustainable practices, employee engagement, or innovative solutions? Your objectives should reflect these priorities. For example: "Enhance customer experience to build lasting relationships." "Promote sustainability in all operational processes." 2. Align OKRs with Business Strategy Ensure your OKRs support your broader business strategy. This alignment helps maintain focus and ensures that every team contributes to the company's value-driven goals. Integrate document management and workflow processes to track and support OKR progress effectively. 3. Set Measurable Key Results Key Results should be specific, measurable, achievable, relevant, and time-bound (SMART). They provide clear benchmarks to track progress. For example, if your objective is to promote sustainability, key results might include: "Reduce energy consumption by 20% within the next 12 months." "Achieve 90% waste recycling rate by Q4." 4. Engage and Empower Teams Value-driven growth requires buy-in from all levels of the organisation. Encourage teams to set their own OKRs aligned with the company’s objectives. This autonomy boosts motivation, accountability, and innovation. 5. Review and Reflect Regularly OKRs aren’t set-and-forget goals. Regular check-ins help track progress, identify challenges, and adjust strategies as needed. Use these reviews to celebrate successes, learn from setbacks, and reinforce the importance of value-driven growth. How OKRs Improve Business Operations OKRs (Objectives and Key Results) can significantly improve operations by creating clarity, alignment, and focus across teams. By defining clear objectives tied to measurable results, businesses ensure that operational activities are directly linked to strategic goals, reducing inefficiencies and prioritising what truly matters. For example, an operations team might set an objective to "Improve supply chain efficiency," with key results like "Reduce average delivery time from 7 days to 4 days" and "Decrease inventory holding costs by 15%." This provides clear targets and measurable outcomes, helping the team stay focused and track progress. Similarly, a customer support department could aim to "Enhance customer satisfaction," with key results such as "Achieve a customer satisfaction score of 90%" and "Resolve 85% of support tickets within 24 hours." This not only drives accountability but also enables continuous improvement through regular reviews, ensuring operational efficiency and business growth go hand in hand. How OKRs Enhance Team Performance Alignment Across Levels: Leaders at every organisational tier define objectives that cascade down to teams, ensuring that individual efforts contribute to broader company goals. This alignment creates a unified focus, reducing silos and promoting collaboration. User-Centric Approach: OKRs emphasise understanding the end-user or consumer of a team's work. Teams define who their target audience is and identify the behavioural changes they expect to see in that audience. This approach ensures that objectives are not just internally focused but also drive real-world impact. Measurable Impact: By linking objectives to specific, quantifiable key results, teams can objectively measure their success. This clarity reduces ambiguity, helps identify areas for improvement, and fosters a culture of continuous growth. Agility and Adaptability: OKRs encourage regular check-ins, reviews, and reflections. This iterative process allows teams to stay agile, adapt to changes, and pivot strategies based on real-time insights. Common Pitfalls to Avoid Vague Objectives: Ensure clarity to avoid misalignment. Too Many OKRs: Focus on what truly matters to prevent dilution of efforts. Ignoring Qualitative Impact: Balance quantitative metrics with qualitative insights to capture the full spectrum of value. Final Thoughts OKRs are more than a goal-setting tool; they are a strategic framework that, when used effectively, can drive value-centric growth. By aligning objectives with your business’s core values and measuring meaningful outcomes, you can create sustainable success that benefits not just your bottom line but your people and the planet as well. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Creating Green Growth and a Green Economy Creating Green Growth and a Green Economy In terms of financial wealth, global GDP has increased significantly over the past few decades, resulting in rising living standards for millions of people worldwide. Published on: 4 Apr 2024 Move beyond sustainability to a regenerative, green economy We are living in an era of unprecedented prosperity , technological advancement, and global influence. In terms of financial wealth, global GDP has increased significantly over the past few decades, resulting in rising living standards for millions of people worldwide. In addition, technological advancements in medicine, communication, transportation, and energy have significantly improved quality of life and greater convenience and efficiency. Humans have achieved unprecedented political and economic power, with global superpowers wielding significant influence over world affairs. All these advancements have contributed to optimism and progress as people seek a brighter future filled with even more possibilities. However, it is essential to acknowledge that not all humanity has benefited equally from this progress. Significant challenges remain to be addressed, including poverty, inequality, and environmental degradation. We need to create regenerative businesses Despite progress in many areas of human development, the rapid pace of climate change has become an overwhelming challenge affecting the entire planet . Here are some of the significant reasons we need to create green growth and a green economy. Rising temperatures: The Earth's average temperature has risen by 1.1C over the past century, causing heat waves, droughts, and increased frequency and intensity of wildfires. Extreme weather events: Climate change has led to more frequent and severe weather events, such as hurricanes, typhoons, and flooding, which can cause widespread damage and displacement. Sea level rise: As global temperatures rise, sea levels are also increasing due to the melting of polar ice caps and thermal expansion of the oceans which can lead to coastal flooding and erosion. Global sea levels have risen by some 10cm since 1993, according to NASA Ocean acidification: The absorption of excess carbon dioxide in the atmosphere by the ocean is causing the pH of the ocean to increase by 30% , which can significantly impact marine life. Loss of biodiversity: Climate change is causing ecosystem changes, resulting in biodiversity loss and many species extinction. Public health impacts: Rising temperatures can lead to increased heat-related illnesses and the spread of vector-borne diseases such as malaria and dengue fever. Economic impacts: Climate change can have significant financial consequences, such as increased costs for disaster response and recovery, loss of productivity due to extreme weather events, and damage to infrastructure. Climate change has numerous impacts that pose significant threats to the environment, human health, and the global economy. Understanding the climate change debate Most of us think we are helping save our planet by eating the odd meat-free meal, turning lights off and driving electric cars. Is this enough? Four climate change facts Manufacturing a car creates the equivalent emissions of laying two metres of roads. We emit more CO2 from our homes than all the cars combined! During the covid pandemic when our consumption and travel was significantly reduced as we all stayed at home, emissions only reduced by 7%. 8% of CO2 emissions are released by the concrete manufacturing industry. Personal responsibility is quoted frequently. Going vegetarian, using a bike and putting solar panels on our homes is NOT ENOUGH . Plus people are hesitant or resistant to changing their daily lives or making sacrifices to slow global warming. The more affluent in our society create more greenhouse gas emissions than those with lower incomes. This is because wealthier individuals tend to have higher consumption levels, which often involves more energy-intensive lifestyles, such as larger homes, more frequent travel, and greater consumption of energy-intensive goods and services. According to research, the top 10% of income earners globally are responsible for approximately 50% of global carbon emissions . In contrast, the bottom 50% of income earners contribute to only around 10% of global emissions. However, it is important to recognise that taking action to address rapid climate change does not necessarily mean a drastic reduction in our quality of life or a complete overhaul of our daily routines. The public debate on climate change The Earth's climate is changing at an unprecedented rate and that urgent action is needed to mitigate its impact. Many scientists agree that the Earth is experiencing rapid climate change, primarily due to human activities, including burning fossil fuels and deforestation. However, some still dispute the existence or severity of climate change or argue that it is a natural phenomenon that cannot be mitigated through human intervention. The debate is often polarised, with some advocating for immediate action to reduce greenhouse gas emissions and transition to renewable energy sources. In contrast, others argue that such measures would be too costly and disruptive. The public debate on rapid climate change has significant implications for the future of the planet and human societies, and all voices must be heard and considered in the discussion. People are reluctant to have their comfortable lifestyles disrupted to save the planet. The political debate on climate change The political debate on rapid climate change is complex and often contentious . While some political leaders and parties acknowledge the need for urgent action to mitigate the impact of climate change, others either dispute its existence or downplay its significance . The debate is often driven by competing economic interests, with some arguing that reducing greenhouse gas emissions would harm industries and lead to job losses . In contrast, others point to the economic benefits of investing in renewable energy and transitioning to a low-carbon economy. Political debates also centre on social justice and equity , with some arguing that developed countries bear a greater responsibility for reducing emissions, given their historical contribution to climate change. In contrast, others point out that developing countries are disproportionately affected by the impacts of climate change. Ultimately, the political debate on rapid climate change has significant global policy and action implications . Therefore, political leaders must prioritise the urgent need for coordinated action to address this issue. The truth is no political system is doing an impressive job at becoming truly sustainable. Understanding the bigger picture of climate change Modern industrial society has indeed had a destructive impact on the planet. Rapid global warming is primarily caused by the increase in greenhouse gas concentrations in the Earth's atmosphere. The rapid growth of industries and technologies since the Industrial Revolution has led to increased pollution, deforestation, and depletion of natural resources, among other environmental problems. The increasing use of fossil fuels, for example, has led to a rise in global temperatures and climate change, which is causing severe weather events, sea level rise, and other negative impacts. Concrete, for example, is a cheap and easy building material , and it has been widely used in developing countries to build affordable housing. Concrete has several advantages, including its durability and ability to withstand natural disasters such as earthquakes and hurricanes. It's also readily available and easy to work with. However, using concrete in construction also has negative environmental impacts, such as high carbon emissions from cement production and destroying natural habitats to extract raw materials. This has resulted in the loss of many species of plants and animals . While it's essential to provide affordable housing for growing populations in developing countries, it's also crucial to do so in a way that minimises environmental impacts and promotes regeneration. Many alternatives to traditional concrete construction can be more sustainable, such as using locally sourced and renewable materials like bamboo or straw bales or innovative building technologies like compressed earth blocks or recycled plastic bricks. The development of industrial agriculture , which relies heavily on chemical fertilisers and pesticides, has also led to soil degradation, water pollution, and loss of biodiversity. Feeding a growing global population will be a significant challenge . We will soon need to provide for 10 billion people, and food production will likely continue to emit greenhouse gases, and we need to figure out how to do that without emitting greenhouse gases. But, unfortunately, the nature of modern food production that requires fertilisers or manure, it is impossible to have zero-emissions food . Reducing meat consumption alone won't be enough to stop climate change. However, reducing meat consumption can help reduce emissions from livestock production and reduce the demand for land and resources required for animal feed production. The consumption of natural resources, such as timber, minerals, and freshwater, has also put a strain on the planet's ecosystems , and the waste generated by industrial societies has led to significant pollution of the air, water, and soil. Unfortunately, many conveniences and advancements that have made modern life easier, safer, and more comfortable have also negatively impacted the biosphere. More than fixing one small part of the industrial system is needed to address our complex and interconnected issues. Some barriers to implementing sustainable solutions include economic, political, and cultural factors. For example, powerful industries may resist changes threatening their profits, while governments may prioritise short-term economic growth over long-term regeneration. There may also be cultural barriers, such as a lack of awareness or understanding of the importance of, or a resistance to support regeneration . In some cases, people may not have the resources or infrastructure needed to implement sustainable solutions, such as access to renewable energy or public transportation. So, what can we do to address climate warming? Is it necessary for us to relinquish all the conveniences that provide us with comfortable living? People want change but not a drastic one! Is it impossible for less affluent nations to progress? Should we eliminate coal, gas, and oil from our energy sources? Should we put an end to construction involving concrete? Although some people reject nuclear energy , they are also opposed to wind or solar infrastructure . It will be impossible to create solutions without causing some unhappiness……. Create Regenerative Ethical Mindful (REM) Businesses “The Earth is a fine place and worth fighting for.” – Ernest Hemingway The most efficient approach to reduce CO2 emissions would be for affluent populations worldwide to abandon their current lifestyles , while those who are aspiring for a better standard of living refrain from pursuing it. Regeneratives businesses prioritise the welfare of the planet over personal comfort and recognise that financial prosperity is necessary to achieve this. While personal efforts to reduce greenhouse gas emissions are commendable, they pale in comparison to the systemic reality of global emissions. Even the most motivated individuals can hardly make a significant impact . When we consider the dangers of rapid climate change, the vast scale of emissions, and the lack of consensus on how to address the issue, the challenge appears insurmountable. This can lead to decision fatigue and moral licensing, where individuals no longer feel guilty about engaging in counterproductive behaviours. Even if you were to eliminate 100% of your emissions for the rest of your life, it would only save one second's worth of emissions from the global energy sector. Holding Politicians to account for climate warming mitigating actions To effect systemic changes in technology, politics, and the economy at the scale required to address rapid climate change, it is imperative that we implement regenerative business execution and influence those who hold power. Politicians must recognise and appreciate the fact that people are concerned about this issue and that their success as leaders hinges on their ability to tackle climate change. When governments and local politicians are reluctant to alter laws that impact their major tax contributors or campaign donors, we must vote them out and replace them with individuals who value scientific evidence. Regenerative businesses can hold our leaders accountable for implementing the most effective climate change strategies, and focus on larger levers such as food, transportation, and energy, while also considering smaller ones like cement or construction. When industries resist changing their ways due to fear of losses or a genuine desire to protect their interests, it falls on politicians to amend laws and encourage the adoption of existing technologies. Massive investments in research and innovation are also required for fields that lack effective solutions. Profit interests and reducing carbon emissions are not mutually exclusive, and industries should prioritise the latter. However, if cooperation is not forthcoming , strict regulation and penalties may be necessary to compel change. It is unrealistic to expect quick global changes given the cost and time requirements of low-carbon technologies, but a clear and growing demand for them will drive innovation and efficiency, ultimately driving prices down. Affluent individuals can contribute to this by investing in these technologies now , while they remain expensive. The best approach to promote change is to vote with both your ballot and your wallet , recognising that some solutions may have negative impacts on our lives . It is important to accept that everyone will be a little unhappy, but that it is necessary to achieve progress. Everyone can contribute by altering their behaviour , such as eating less meat, reducing air travel, or driving an electric car, not out of guilt or the belief that they can solve climate change alone, but to play a small part in the necessary systemic change. Governments and individuals can play a crucial role in slowing down rapid climate change. Climate change is a global problem that requires a collective effort to address. Governments can enact policies and regulations to reduce carbon emissions, encourage the use of renewable energy sources, and promote energy efficiency. They can also invest in research and development of new technologies that can help mitigate the effects of climate change. Individuals can also make a difference by reducing their carbon footprint by using public transportation, reducing energy consumption in their homes, and making environmentally conscious choices in their daily lives. It is only through a joint effort that we can slow down rapid climate change and ensure a sustainable future for ourselves and future generations. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how smart operations integrate technology, data, and people to drive value-driven growth. Learn how aligning operational excellence with strategic goals creates agility, efficiency, and sustainable impact across industries. Smart Operations: Unlocking the Power of Value-Driven Growth Integrating intelligent operations with technology, data, and purpose enhances efficiency, streamlines decision-making, and aligns business processes with sustainability goals, driving operational excellence, and creating sustainable, inclusive growth across organisations. Published on: 5 Dec 2024 The world is entering a new era of operations, where extraordinary challenges and opportunities are reshaping how organisations deliver and sustain value. Faced with intensifying competition, resource constraints, and growing demands for agility, businesses across sectors are embracing smart operations to optimise performance, improve decision-making, and empower their teams." Smart operations integrate technology, data, and intelligence into workflows, creating a continuous feedback loop that drives both operational excellence and value-driven growth. By aligning operational excellence with strategic goals, smart operations enable organisations to not just adapt but excel in an ever-evolving landscape. A holistic approach is essential, placing vision, mission, values, culture, and people at the core of the transformation. Smart operations provide the structure for achieving this alignment, driving value creation across every business function—from strategic planning to customer engagement—transcending traditional production-focused models. What Are Smart Operations? Smart operations mark the next evolution in organisational excellence, combining technology, data, and intelligence with a strong alignment to an organisation’s purpose, culture, and people. This approach ensures operational decisions are efficient while remaining aligned with overarching goals and values. At their core, smart operations : • Begin with people and purpose : They are driven by a clear vision and mission, grounded in core values. • Cover all aspects of the organisation : Every function—from finance and marketing to HR and logistics—operates within an interconnected ecosystem. • Integrate data and technology : By harnessing AI, automation, and connected systems, they enable seamless collaboration and informed decision-making. • Cultivate a culture of continuous improvement : Teams are empowered to innovate, adapt, and consistently deliver value. Smart operations dismantle silos between operational and business systems, connecting them through real-time data and artificial intelligence (AI). This integration allows organisations to: • Align operational insights with strategic goals, enhancing clarity and precision in decision-making. • Utilise AI analytics to identify trends, generate actionable recommendations, and optimise outcomes. • Automate routine tasks, boosting efficiency and allowing human effort to focus on high-value activities. • Empower teams with real-time insights, enabling faster, smarter decisions at every level. By unifying data across systems like finance, HR, logistics, and customer management with operational insights, organisations create a dynamic ecosystem that learns, evolves, and improves continuously. How Smart Operations Drive Value Smart operations act as the crucial bridge between an organisation’s strategic vision and day-to-day execution. By aligning IT (Information Technology) and OT (Operational Technology) with people, processes, and data, they enable seamless collaboration and value-driven growth. Here’s how smart operations contribute to organisational success: Enhancing decision-making : By integrating IT and OT systems, leaders gain real-time insights from across the organisation, enabling informed decisions that align with long-term objectives. Empowering people : Automation and data-driven tools free employees from repetitive tasks, allowing them to focus on strategic, creative, and value-adding activities. Strengthening culture : IT-OT integration fosters transparency and accountability, building trust, collaboration, and a unified operational culture. Delivering sustainable outcomes : Optimising resources across IT and OT systems reduces waste and drives sustainable, inclusive growth. Smart operations unlock the potential of connected systems by bridging the gap between traditional IT functions and OT workflows. This alignment creates a unified ecosystem that continually learns, adapts, and improves, ensuring resilience and efficiency in today’s dynamic business landscape. How ERP Enhances Smart Operations ERP systems serve as the backbone for smart operations by: Centralizing Data Management : ERP systems consolidate data from various departments, providing a single source of truth. This centralization enhances decision-making and aligns with the article's emphasis on data-driven operations. Automating Processes : By automating routine tasks, ERPs free up human resources for strategic initiatives, echoing the article's focus on empowering teams and improving efficiency. Providing Real-Time Analytics : ERP platforms offer real-time insights into operations, facilitating proactive decision-making and agility in responding to market changes. Enhancing Scalability and Flexibility : As businesses grow, ERP systems can adapt to increased complexity, supporting the article's theme of sustainable and inclusive growth. High-Performance Workflows and Smart Operations Smart operations excel when paired with high-performance workflows, which provide structure, clarity, and focus. These workflows ensure that operational processes are: • Aligned with values : Decisions and actions consistently reflect the organisation’s purpose and priorities. • Transparent and adaptable : Teams can respond swiftly to changes without compromising quality or outcomes. • Focused on impact : Resources and efforts are channelled into initiatives that deliver maximum value. For instance, a high-performance workflow for customer onboarding might seamlessly integrate marketing, sales, and support teams. By leveraging AI to personalise interactions, the process ensures efficiency and consistency while staying true to the organisation’s mission and values. How Smart Operations Work In manufacturing, smart operations begin with creating a digital thread—a connected flow of information that links all aspects of an organisation’s activities. For example, IoT sensors , business applications, and cloud platforms combine to generate real-time insights into performance metrics. In non-manufacturing sectors such as services, retail, or finance, smart operations function in a similar way, integrating data across various systems like customer relationship management (CRM) tools, enterprise resource planning (ERP) software, and digital platforms. These systems gather real-time data about customer interactions, sales, and operations. AI analyses this data, identifying patterns and opportunities that might be invisible to human observation. For instance, in retail, AI could predict customer buying patterns, enabling personalised marketing or inventory management. In services, it might streamline scheduling, optimise resource allocation, or anticipate client needs. The system autonomously adjusts processes, issues alerts, or proposes solutions, creating a continuous loop of sensing, deciding, and acting. This feedback loop is the engine of value-driven growth, enabling organisations to align operational efficiency with strategic priorities. Whether in manufacturing or services, smart operations foster agility, optimise resource usage, and drive sustainable, inclusive growth. Benefits of Smart Operations Across Industries The advantages of smart operations extend to all industries, providing a competitive edge while supporting value-driven growth. Key benefits include: • Enhanced efficiency and quality : Automation and AI reduce errors and improve consistency. • Agility and resilience : Real-time insights help organisations adapt quickly to external disruptions. • Cost optimisation : Predictive analytics streamline resource use and reduce waste. • Improved employee engagement : Teams are freed from mundane tasks, allowing them to focus on meaningful, impactful work. • Sustainability and social responsibility : Smart operations contribute to reducing environmental impacts and achieving broader organisational goals. Overcoming Challenges Adopting smart operations requires more than just technology—it necessitates cultural and organisational shifts. Common barriers include resistance to change, fragmented systems, and a misalignment between strategy and operations. To successfully navigate these challenges, organisations can take the following steps: Start with a shared vision : Engage leadership and teams to define a unified purpose that aligns with strategic objectives. Build cross-functional alignment : Break down silos and foster collaboration across departments to ensure seamless operations. Invest in people and training : Equip teams with the skills needed to leverage new technologies and adapt to evolving workflows. Choose enabling technology wisely : Adopt tools that integrate across the organisation and enhance decision-making by providing real-time insights. A strategic approach to implementing smart operations is essential to overcoming barriers such as fragmented systems, resistance to change, and legacy technologies. The steps to successful implementation include: Assess current systems : Identify gaps between operational and business processes to pinpoint areas for improvement. Invest in unifying technology : A cloud-based platform with AI capabilities is crucial for connecting and analysing data streams across departments. Cultivate a culture of collaboration : Encourage teams to embrace data-driven decision-making and a mindset of continuous improvement. The Future of Smart Operations Smart operations are not just about efficiency—they are about creating a resilient, adaptable, and people-centred organisation. By starting with vision, mission, values, and culture, businesses can build operational systems that not only address today’s challenges but also position them for long-term success. Smart operations enable organisations to achieve value-driven growth by aligning technology and workflows with purpose and culture. In this way, every decision, process, and interaction becomes a step towards a more sustainable, inclusive, and impactful future. The principles of smart operations are not confined to a single industry. From healthcare to logistics, retail to education, organisations are discovering how real-time insights and automation can revolutionise their operations. These systems empower businesses to predict challenges, seize opportunities, and maintain a sharp focus on delivering value to stakeholders. Actionable Tip : Begin by mapping your operational ecosystem—identify key touchpoints where vision, mission, and values influence workflows. Explore tools that facilitate data flow integration, such as cloud-based platforms, to streamline decision-making and empower teams with real-time insights. Smart operations are more than a technological upgrade—they are a blueprint for thriving in the age of value-driven growth. By aligning advanced systems with high-performance workflows, organisations can unlock unprecedented efficiency, adaptability, and impact. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Regenerative business ideas focus on sustainability, circular economies, clean energy, responsible supply chains, social impact and stakeholder engagement. 12 Key Regenerative Business Execution Ideas Regenerative business execution entails sustainable practices, circular economies, clean energy, responsible supply chains, social impact initiatives, stakeholder engagement, triple-bottom-line reporting, innovation in sustainability, resilience planning, collaboration, ethical leadership, and ongoing improvement. These principles foster businesses that thrive while promoting environmental, social, and economic well-being. Published on: 7 Sept 2023 Regenerative business execution ideas centre around creating and operating businesses in a way that not only sustains profitability but also contributes positively to the environment, society, and the overall well-being of stakeholders. These ideas are rooted in principles of sustainability, social responsibility, and ethical governance. Here are some key regenerative business execution ideas: 1) Regenerative Agriculture Embrace sustainable and regenerative farming practices that prioritise soil health, biodiversity, and ecosystem restoration. These practices can increase crop yields, reduce the need for harmful chemicals, and mitigate climate change. Regenerative agriculture is a transformative approach to farming that goes beyond sustainable practices, aiming to revitalise and restore the health of our ecosystems while producing food. At its core, it recognizes the interconnectedness of soil, plants, animals, and people, emphasising the need to work with nature rather than against it. Central to regenerative agriculture is the concept of soil health. Farmers employing regenerative practices focus on improving and regenerating the quality of their soil through techniques like cover cropping, reduced tillage, and crop rotation. These methods enhance soil structure, increase its capacity to retain water and nutrients, and ultimately foster a more diverse and resilient ecosystem. One of the key benefits of regenerative agriculture is its ability to sequester carbon dioxide from the atmosphere. Healthy soils act as carbon sinks, absorbing and storing significant amounts of carbon. This not only mitigates climate change but also results in more fertile and productive land. Moreover, regenerative agriculture promotes biodiversity by creating a habitat for a wide range of plants and animals. By reducing chemical inputs and fostering natural processes, it helps restore the balance of ecosystems and reduce the harm caused by monoculture farming. In addition to its environmental benefits, regenerative agriculture often leads to improved farm profitability. Reduced input costs, increased crop resilience, and access to premium markets for sustainably produced goods can enhance a farmer’s bottom line. Regenerative agriculture offers a promising path forward for sustainable food production, ecological restoration, and climate change mitigation. It represents a holistic approach to farming that not only nourishes our bodies but also regenerates the planet for future generations. 2) Circular Economy Transition from a linear “take-make-dispose” model to a circular one that focuses on reducing waste, reusing materials, and recycling products. This approach minimises environmental impact and can create new revenue streams through product redesign and refurbishment. Regenerative business and the circular economy represent innovative and sustainable approaches to economic activity that prioritise environmental and social well-being. These concepts are closely intertwined, aiming to transform our current linear “take-make-waste” model into a closed-loop system that regenerates resources and minimises waste. In a regenerative business, the primary goal is to create positive impacts on both nature and society. It goes beyond mere sustainability by actively restoring ecosystems, supporting local communities, and fostering resilience. Such businesses recognise that their operations are embedded within larger ecosystems and that their success is intricately linked to the health of these systems. The circular economy is a key strategy within regenerative business models. It encourages businesses to design products and services with longevity and reuse in mind. Instead of discarding products after their initial use, the circular economy advocates for repair, remanufacturing, and recycling to extend their lifecycle. This approach not only reduces waste but also conserves resources and lowers environmental impacts. Together, regenerative business and the circular economy promote a holistic approach to economic development that values sustainability, inclusivity, and long-term viability. They empower businesses to shift from short-term profit-seeking to long-term value creation. By adopting these principles, companies can reduce their ecological footprint, support local economies, and contribute to a more equitable and resilient future. Embracing regenerative business and the circular economy is not just a choice but a necessity for building a more sustainable and prosperous world for generations to come. 3) Clean Energy Adoption Invest in renewable energy sources such as solar, wind, and hydroelectric power. This not only reduces greenhouse gas emissions but can also lead to long-term cost savings as renewable technologies become more efficient and cost-effective. Clean energy adoption and regenerative business practices have emerged as essential components of a sustainable future. As the world grapples with the challenges of climate change, resource depletion, and environmental degradation, these two concepts are driving positive change across industries. Clean energy adoption involves transitioning from fossil fuels to renewable sources like solar , wind, and hydropower. This shift not only reduces greenhouse gas emissions but also promotes energy efficiency and energy independence. Governments, corporations, and individuals are increasingly recognising the economic and environmental benefits of clean energy. Investment in renewable infrastructure, such as solar panels and wind farms, is growing, and policies incentivise this transition. Regenerative business, on the other hand, focuses on creating a circular and restorative economy. Instead of depleting resources, regenerative businesses aim to restore and rejuvenate ecosystems. This approach includes sustainable agriculture, responsible forestry, and regenerative design principles. Companies are realising that operating in harmony with nature is not just ethical but can also lead to long-term profitability and resilience. Moreover, the convergence of clean energy and regenerative business practices is creating powerful synergies. Sustainable agriculture, for instance, can be powered by renewable energy sources, reducing the carbon footprint of food production. Regenerative design principles are integrated into the construction of energy-efficient buildings. The path to a regenerative and sustainable future is challenging, but it is also rife with opportunities. Businesses that prioritise clean energy adoption and regenerative practices can simultaneously reduce their environmental impact and enhance their competitiveness. Ultimately, these concepts are not only about mitigating the negative effects of climate change but also about creating a world where humanity thrives in harmony with nature. 4) Sustainable Supply Chains Develop transparent and sustainable supply chains that source raw materials responsibly, reduce waste, and ensure fair labour practices throughout the entire value chain. This can enhance brand reputation and reduce the risk of supply chain disruptions. Sustainable supply chains and regenerative business practices are becoming increasingly critical in today’s globalized and environmentally conscious world. These concepts represent a paradigm shift in how businesses operate, emphasising not only profitability but also the well-being of the planet and society as a whole. A sustainable supply chain focuses on minimising the environmental and social impacts associated with the production and distribution of goods and services. This involves reducing waste, conserving resources, and promoting ethical labour practices throughout the supply chain. Sustainable sourcing, efficient transportation, and responsible waste management are key components of this approach. By adopting sustainable supply chain practices, businesses can lower their carbon footprint, reduce operational costs, and enhance their reputation among environmentally conscious consumers. Regenerative business takes sustainability a step further by aiming not just to reduce harm but also to actively restore and regenerate the natural and social systems that businesses interact with. This approach acknowledges the interconnectedness of ecosystems and society and seeks to create positive impacts. Regenerative businesses prioritise regenerative agriculture, renewable energy, and circular economy principles. They invest in restoring ecosystems, enhancing biodiversity, and supporting local communities. Both sustainable supply chains and regenerative business practices align with the United Nations Sustainable Development Goals, which address global challenges such as climate change, poverty, and inequality. Companies that embrace these principles are better positioned to thrive in the long run as consumers, investors, and governments increasingly demand ethical and environmentally responsible products and services. The shift toward sustainable supply chains and regenerative business practices is essential for addressing the pressing challenges of our time. These approaches not only reduce negative impacts but also actively contribute to a healthier planet and society, fostering a more resilient and prosperous future for all. 5) Social Impact Initiatives Implement social responsibility programs that address community needs, promote diversity and inclusion, and contribute to societal well-being. This can involve supporting local education, healthcare, or workforce development. In today’s rapidly changing world, the intersection of social impact initiatives and regenerative business practices has emerged as a powerful force driving positive change. These initiatives recognise that businesses can no longer operate solely for profit; they must also contribute to the well-being of society and the planet. Regenerative business goes beyond sustainability, aiming to restore and revitalise ecosystems while creating economic value. Here, we explore how these two concepts are intertwined, driving innovation and forging a path towards a more sustainable future. Social impact initiatives are on the rise, fueled by a growing awareness of global challenges, such as climate change, inequality, and poverty. Companies are recognising their responsibility to address these issues, not only through philanthropy but by embedding them into their core strategies. Initiatives like the B Corp movement certify businesses committed to social and environmental objectives, aligning profit with purpose. Regenerative business takes this a step further by actively working to heal the planet. These companies view nature as a partner, seeking to regenerate ecosystems and resources they use, rather than deplete them. They embrace practices like regenerative agriculture, renewable energy, and circular economy models, minimising waste and maximising resource efficiency. Together, social impact initiatives and regenerative business practices create a harmonious synergy. Companies that prioritise social impact naturally gravitate towards regenerative strategies, as they recognise that environmental sustainability is intertwined with social well-being. These businesses engage stakeholders, invest in local communities, and support ethical supply chains. The results are transformative. Companies adopting these principles not only reduce their carbon footprint but also foster innovation, resilience, and competitiveness. Furthermore, they inspire a new generation of conscious consumers and attract top talent seeking purpose-driven careers. In conclusion, social impact initiatives and regenerative business practices are driving a paradigm shift in the business world. They offer a compelling vision of a future where companies not only thrive economically but also play a vital role in healing our planet and promoting social equity. Embracing these principles is not just a moral imperative; it’s a strategic advantage that will define the businesses of tomorrow. 6) Stakeholder Engagement Engage with stakeholders, including employees, customers, suppliers, and investors, to gather input and foster collaboration. This can lead to more informed decision-making and help identify opportunities for improvement. In the realm of sustainable and ethical business practices, the concept of regenerative business has emerged as a beacon of hope for our planet’s future. At its core, regenerative business seeks to go beyond mere sustainability by actively replenishing and revitalising the ecosystems it interacts with. This paradigm shift in business thinking acknowledges that economic prosperity should not come at the expense of environmental and social well-being. In this endeavor, stakeholder engagement plays a pivotal role. Stakeholder engagement involves forging meaningful relationships with all parties affected by a business’s operations, including employees, customers, suppliers, local communities, and investors. It is a multifaceted approach that prioritises open communication, transparency, and collaboration. When applied in the context of regenerative business, stakeholder engagement becomes a linchpin for success. For regenerative businesses, stakeholders are not just passive participants; they are active contributors to the ecological and social regeneration process. Engaging stakeholders empowers them to align their interests with the company’s regenerative goals, fostering a shared sense of purpose and commitment. This alignment can lead to a harmonious blend of financial success and environmental stewardship. Stakeholder engagement also amplifies the regenerative business’s impact. Collaborating with local communities, for instance, can lead to the creation of circular economies that promote resource efficiency and reduce waste. Engaging customers in sustainable product design can yield innovations that reduce the carbon footprint of products. Investors who are aligned with regenerative principles can provide the necessary capital for green initiatives and long-term sustainability. Stakeholder engagement and regenerative business are intrinsically linked, forming a powerful partnership that can drive positive change on a global scale. By actively involving all stakeholders in the journey towards regenerative practices, businesses can create a brighter, more sustainable future for our planet while simultaneously reaping the rewards of innovation, resilience, and long-term prosperity. 7) Triple Bottom Line Reporting Adopt a “triple bottom line” approach to measuring success, which considers financial, social, and environmental performance. This provides a more comprehensive view of a company’s impact and value. Triple Bottom Line (TBL) Reporting and regenerative business practices are two interconnected concepts that have gained significant traction in the world of corporate sustainability and responsible business management. Triple Bottom Line Reporting, often abbreviated as TBL or 3BL, expands the traditional financial reporting framework by introducing two additional dimensions: social and environmental performance. While conventional financial reporting focuses solely on profits and economic outcomes, TBL Reporting takes into account the impact a business has on people and the planet. This holistic approach means that companies assess their success not just in terms of financial gains but also in the context of social responsibility and environmental stewardship. By quantifying these non-financial factors, TBL Reporting enables businesses to measure their overall impact, making it a powerful tool for promoting sustainability and accountability. Regenerative business goes one step further by advocating for business models that actively contribute to the restoration and improvement of social and environmental systems. Instead of simply minimising harm or being less unsustainable, regenerative businesses seek to have a net-positive impact. They aim to restore ecosystems, empower communities, and create value for all stakeholders. These enterprises are characterised by their commitment to regenerative agriculture, circular economy principles, and ethical supply chains. By combining TBL Reporting and regenerative business practices, companies can not only assess their performance across economic, social, and environmental dimensions but also actively work toward improving these aspects. This integrated approach helps organisations align their goals with broader societal and environmental needs, fostering a more sustainable and responsible corporate landscape. In an era where sustainable practices are increasingly valued by consumers and investors, embracing TBL Reporting and regenerative business models not only benefits the planet and society but also contributes to long-term business success and resilience. 8) Regenerative Design and Innovation Foster innovation that prioritises sustainable and regenerative design principles. Encourage the development of products and services that are resource-efficient, low-impact, and adaptable to changing environmental conditions. Regenerative design and innovation, along with regenerative business practices, are transformative approaches that prioritise the restoration and enhancement of natural systems while fostering economic prosperity and social well-being. These concepts have gained prominence as society grapples with environmental degradation, resource depletion, and the urgent need for sustainable solutions. Regenerative design and innovation are centered on the idea that human activities can be catalysts for positive ecological change. Instead of merely mitigating environmental harm, they aim to create regenerative systems that actively replenish and restore the natural environment. This approach extends beyond conventional sustainability by recognising that ecosystems can regenerate if given the opportunity. In the context of design and innovation, this means developing products, technologies, and processes that mimic nature’s efficiency and resilience. Biomimicry , for example, draws inspiration from nature to create innovative solutions, such as designing buildings that cool themselves like termite mounds or developing materials that self-heal like tree bark. Regenerative business practices align with these principles by integrating sustainability into every aspect of a company’s operations. These businesses go beyond reducing their environmental footprint; they actively contribute to ecological restoration and community well-being. This might involve adopting circular economy models, regenerative agriculture, or investing in renewable energy sources. Furthermore, regenerative businesses foster a sense of purpose and responsibility, attracting employees and customers who are increasingly concerned about sustainability. They recognise that long-term profitability and resilience are intrinsically linked to the health of the planet and the communities in which they operate. Regenerative design, innovation, and business practices represent a promising path forward in our quest for a more sustainable and equitable world. By working in harmony with nature and prioritising the well-being of all stakeholders, these approaches have the potential to usher in a new era of prosperity that restores and regenerates our planet. 9) Resilience Planning Assess and mitigate risks associated with climate change, supply chain disruptions, and other potential threats. Develop resilience strategies to ensure the long-term viability of the business. Resilience planning and regenerative business practices have gained increasing prominence in recent years as organizations recognise the imperative to adapt to a rapidly changing world while minimising their environmental impact. These concepts are interconnected and offer a holistic approach to sustainable and enduring business models. Resilience planning involves preparing for and responding to unexpected disruptions, whether they be economic, environmental, or social. It encompasses strategies such as diversifying supply chains, building financial buffers, and fostering a culture of adaptability within an organisation. Resilient businesses are better equipped to weather storms, recover quickly from setbacks, and continue thriving in a volatile global landscape. Regenerative business takes the idea of sustainability a step further by actively contributing to the restoration and enhancement of ecosystems and communities. Rather than simply reducing harm, regenerative businesses seek to create positive impacts. They aim to restore depleted resources, support local economies, and foster biodiversity. Examples include companies that employ regenerative agriculture practices, which not only reduce carbon emissions but also enrich soil health and promote sustainable food production. These two approaches are complementary. Resilience planning equips businesses to withstand shocks, while regenerative business practices enable them to thrive in the long term by aligning their operations with the health of the planet and society. By integrating both, organisations can build robust, adaptable, and sustainable models that not only endure adversity but also actively contribute to a more regenerative and equitable future. In a world marked by uncertainty and environmental challenges, resilience planning and regenerative business offer a roadmap for organisations to not only survive but thrive while making a positive impact on the world around them. It’s a visionary approach that recognises the interconnectedness of business, nature, and society and holds the potential to create a more resilient and regenerative future for all. 10) Collaboration and Partnerships Collaborate with like-minded organisations, NGOs, government agencies, and industry groups to drive collective action and address global challenges such as climate change, biodiversity loss, and social inequality. Collaboration and partnerships are foundational principles in the realm of regenerative business, a transformative approach to sustainable and ethical commerce that goes beyond traditional notions of corporate responsibility. Regenerative business models seek to create a positive impact on both the environment and society, while also generating profits. Central to this philosophy is the recognition that no single entity can address the complex challenges facing our planet alone. Collaboration, in the context of regenerative business, involves forging alliances with a diverse range of stakeholders, including competitors, suppliers, governments, non-profit organizations, and local communities. These partnerships are not merely transactional but are built on trust and shared values. For instance, companies may collaborate with environmental organisations to develop innovative solutions for reducing carbon emissions or partner with local communities to ensure fair and sustainable sourcing of raw materials. Partnerships are essential in regenerative business because they facilitate the exchange of knowledge, resources, and expertise. They enable businesses to leverage each other’s strengths and create synergistic effects that drive positive change. Such collaborations can result in groundbreaking innovations, cost efficiencies, and the co-creation of solutions that benefit not only the involved entities but also the broader ecosystem. In the regenerative business paradigm, profit is not the sole measure of success. Instead, businesses aspire to contribute positively to ecological and social systems. Collaborations and partnerships are the vehicles through which these aspirations are realised. By working together, organisations can drive collective action toward regenerative practices that help restore ecosystems, enhance community well-being, and create a more sustainable and equitable future for all. In this way, collaboration and partnerships become catalysts for a regenerative business ecosystem that transcends traditional boundaries and fosters a holistic approach to corporate responsibility and sustainability. 11) Ethical Leadership and Governance Promote ethical leadership at all levels of the organisation and establish governance structures that prioritise sustainability and regenerative practices. This includes aligning executive compensation with sustainability goals. In an era marked by increasing environmental and societal challenges, the concept of ethical leadership and governance has taken centre stage in the world of business, especially in the context of regenerative business practices. Ethical leadership and governance entail more than just adhering to legal frameworks; they involve a commitment to values, principles, and responsible decision-making that goes beyond short-term profits. This philosophy is particularly relevant when businesses aim to be regenerative, focusing on restoring and enhancing ecological and social systems. Ethical leadership in regenerative business means placing the well-being of the planet and society on an equal footing with financial gain. It involves transparency, honesty, and accountability in all actions and decisions. Leaders must prioritise environmental stewardship and social equity as core values, setting the tone for the entire organization. Governance mechanisms play a pivotal role in ensuring ethical leadership is upheld in regenerative business models. Boards and executive teams should include diverse perspectives, fostering creativity and innovation in sustainable practices. Stakeholder engagement becomes a fundamental aspect of governance, ensuring that the interests of not only shareholders but also employees, communities, and the environment are considered. Furthermore, regenerative business models aim to go beyond sustainability by actively contributing to the regeneration of natural ecosystems and the betterment of society. Ethical leadership and governance provide the ethical compass needed to guide these efforts. Businesses committed to regenerative practices embrace circular economies, prioritise renewable resources, and adopt a holistic view of their impact on ecosystems and communities. Ethical leadership and governance are integral to the success of regenerative businesses. They guide organisations in making ethical choices that promote the well-being of the planet and society while maintaining financial viability. As the world faces ever-increasing environmental challenges, regenerative business models guided by ethical leadership and governance are essential for creating a more sustainable and equitable future. 12) Continuous Learning and Improvement Foster a culture of continuous learning and improvement, encouraging employees to stay informed about sustainability trends and best practices, and regularly assess and adapt business strategies accordingly. In the dynamic landscape of modern business, the concept of continuous learning and improvement is not just a buzzword; it is a necessity for survival and success. This is particularly evident in the context of regenerative business, a paradigm shift that focuses on creating positive environmental and social impacts while ensuring long-term profitability. Continuous learning and improvement in regenerative business go hand in hand with the core principles of sustainability, resilience, and innovation. In this context, organisations actively seek ways to reduce their environmental footprint, enhance social equity, and foster regenerative practices within their value chains. One critical aspect of continuous learning in regenerative business is staying abreast of evolving sustainability standards, emerging technologies, and changing consumer preferences. Companies must invest in ongoing education and training for their employees to ensure they have the skills and knowledge needed to implement regenerative practices effectively. Moreover, regenerative business is inherently experimental and adaptive. It involves constant testing of new approaches and strategies to find what works best for the environment, society, and the bottom line. This process of trial and error is underpinned by a culture of learning from failures and successes alike. Continuous improvement in regenerative business means regularly revisiting and refining sustainability goals, supply chain practices, and impact measurement methodologies. It requires a commitment to transparency and accountability to stakeholders, showcasing the willingness to adapt and grow. Continuous learning and improvement are central tenets of regenerative business. Embracing these principles empowers organisations to evolve with the ever-changing sustainability landscape, while simultaneously contributing to the regeneration of our planet and society. As regenerative business practices become more widespread, the companies that prioritise continuous learning and improvement will be the ones leading the way toward a more sustainable and prosperous future. These regenerative business execution ideas reflect a holistic approach to business that seeks to create value not only for shareholders but also for the broader community and the planet. By embracing these principles, businesses can contribute to a more sustainable and regenerative future. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

If your business is reactive, high-stress and low productivity, it might be time for you to rethink business with our business improvement framework. How We’re Rethinking Business Through Our Business Improvement Framework If your business is reactive, high-stress and low productivity, it might be time for you to rethink business with our business improvement framework. Published on: 1 Jul 2021 Business productivity is down, businesses seem to be constantly fighting fires and struggling to grow; stress levels are up and employee engagement is poor. On top of all that bad news, we’re burning up the planet in the process too. But if we RETHINK BUSINESS, we can make work better. As it currently stands, UK business productivity is struggling. We’re a staggering 17% lower in productivity output than France and America. What this means is our economy is growing slower, wages are stagnating and there are less funds pumped back into our society in the form of taxes. It’s bad news for everyone. But it doesn’t need to be this way. We believe that by addressing business productivity we can unlock the potential of SMEs in the UK. If we could increase the business productivity of the 5.9 million SMEs in the UK by just 10% , it would add another £100 billion to our economy. Think what we could achieve with an additional £100 billion in our economy for our services like healthcare and education. We believe the key to all of this is to rethink business. That’s why we created our continuous business improvement programme to improve business productivity. The business improvement framework creates a high performance work system for businesses, increasing business productivity and in turn, increasing business growth and profitability. We achieve this through our unique approach of project, people and business management towards eight core business growth disciplines. These are: People Risk Quality Communications Workflow Vision Money Beliefs We’ll look at them more in-depth and how high performance working practices can help revolutionise business growth by unlocking productivity. 1. Businesses are Made up of People, Not Machines The common business idioms you hear are the ones like “running like a well-oiled machine” or “running like clockwork”. But these are machines. Machines aren’t what make businesses run, people are. Work processes and systems are managed and operated by people. To improve performance, therefore isn’t to look at improving technologies, but people. This is all achieved through increasing employee engagement by better understanding the intrinsic motivators behind them. Where in the past, a pay slip and an annual review may have been enough to motivate employees, it’s not the case now. Research increasingly suggests that employees need purpose and meaning from their work. From this perspective, intrinsic motivators are more along the lines of purpose, development, coaching and relationships within the workplace. We recognise this, so our framework looks at increasing employee engagement through increasing the value of HR. Where HR has so often been seen as a department to deal solely with recruitment, onboarding and employee retention, we think HR has the potential to be so much more. HR can help foster and protect a high performance work culture in a huge number of ways, some of which include: Helping employees understand what is expected of them in their role Ensuring employees have the materials and equipment they need to perform their role effectively Fostering a culture of continuous development and learning Helping breakdown communication barriers between teams and departments Evaluating recruitment processes and adopting selective hiring to ensure new hires are employed for values and behaviours that match the company culture Reducing status barriers to allow information and ideas to flow more freely 2. Reduce Risk Through Continuous Improvement of Organisational Performance Every business has risk. This could be external risk from economic uncertainties like Brexit or the pandemic. It could be risk from increasingly innovative competitors gaining a larger market share. It could be internal risks like security and compliance. Our framework reduces risk for businesses by creating more transparency and trust and improving internal communications. We know that by continuously improving operations to develop high performance working practices, businesses become more agile, more innovative and decision making improves. This means businesses are better situated to ride out less certain economic times or better placed to out-innovate competitors through improved product and service offerings. 3. Rethink What Quality Control Means to Your Business What do you think when you hear the word quality control now? Chances are, if you’re anything like a huge number of businesses, you think of the current definition, you see quality control as a means of ensuring something is fit for purpose. But in a high performance work system, fit for purpose is not the end goal. We like to think of quality a little differently in our framework. We think of it as ‘productive quality’. In this approach, instead of quality being a bare minimum, it is used to actively boost productivity. What was fit for purpose yesterday, won’t be tomorrow. Everybody needs a common understanding of what quality means within the organisation. The values of the organisation will play an important part in this. Our framework uses a quality management system to ensure a process of continuous improvement. This allows businesses to offer better products, services, customer experiences and more. 4. Communication is Improved by Removing Status Barriers and Flattening Hierarchy One of the core tenets of a high performance work system is communication. After all, how could everyone possibly work to the best of their ability without ever communicating with one another? Communication is reduced in workplaces by two main aspects currently; hierarchical organisational structures and status barriers. The two are intrinsically linked together. The current command-and-control management style doesn’t foster communication. In fact, a meagre 14% of employees feel comfortable speaking to their manager about stress levels. This hierarchical organisation also creates status barriers. Employees feel uncomfortable or out of their depth dealing with higher ups in the business. But the reality is your employees are your best asset. They know your business better than anyone and their ideas and innovations are what allow your business to grow and thrive. But these ideas and innovations are stifled by hierarchical structures and status barriers. This is why our framework helps transform company cultures through change management projects to reduce status barriers and flatten organisational hierarchies, ultimately fostering a culture of open communication and transparency to help every single employee feel like the valued member of the business they are. This helps information, ideas and creativity flow freely throughout the business, improving external and internal communications . 5. Continuously Review and Develop Workflow Processes to Increase Performance How often do you review your workflow processes ? So many companies take the “if it ain’t broke, don’t fix it” approach to workflows, assuming that because it fulfils a purpose currently, that means it’s working great. It’s not the case though, and there’s no place for this approach in a high performance work system. With our framework, we examine your workflows and processes to identify strengths and weaknesses. Obviously, we resolve these, but more importantly, we change the way you examine your workflows to ensure a process of continual development. There are many high performance working practices to help aid this which will vary from business to business, but some examples include: Presence of work-improvement teams Presence of problem-solving groups Provision of extensive training for experienced employees 6. A Shared Vision to Align Business Goals to Every Member of Staff Ask yourself, what your vision for your business is. Now ask yourself whether your employees share that business vision. One of the key characteristics of a high performance work system is a shared vision for the business. This common goal creates a clear correlation between the strategic aims of the business and every department and every team member. Ultimately, it helps give purpose and meaning to roles. Our framework helps you develop your business vision and allows every member of staff to share in the same vision, increasing engagement and motivation. 7. Your Potential Profitability is Untapped Businesses need to make a profit to function. Nobody is going to argue that! Often, instead of looking internally, when profits are low businesses jump to sales or marketing campaigns to close the gap. There’s nothing wrong with this approach, but so often the root cause of lacklustre profitability is internal. For example, your business may be missing out on hundreds of potential leads as the frontline staff are swamped with service calls, taking up their time and energy. So while a new marketing campaign might bring in some more leads, unless this is resolved, you’ll still struggle long-term. Our framework looks at your potential profitability if the issues we identify were resolved and replaced with a better work practice. We’ll show you how to manage your financial metrics, as well as align them with non-financial metrics to give you a clearer picture of your business finances. 8. Consider Your Business Beliefs and the Values They Create If businesses are just a collection of people, what are people driven by? Their beliefs and behaviours. The two are intrinsically linked. So many business coaching programmes fail to address this core aspect of business. But we know that for long-term business performance improvement, the new beliefs need to be ingrained within the DNA of your organisation. Ultimately, these beliefs come from the leadership figures throughout an organisation, while the rest will follow their lead. Beliefs can relate to anything within the business. This could be products, other staff members, competitors or the wider market. These beliefs eventually manifest themselves as strategies and values. These values should be written down and displayed proudly as they will lead the behaviours that drive the business forward. For example, you could value being responsive. This value then creates the behaviour of punctuality, timeliness or quickness to act. In the bigger picture, these beliefs, values and behaviours create the culture of a company. Failure to communicate your core values and the expected behaviours you require will mean you ultimately can’t reduce your hierarchy or flatten the organisation as employees will not have a clear idea of the basis upon which to make decisions. Values and behaviours bind our entire business improvement framework together and enable shared and improved decision making. Implement a HPWS for Your Business Our framework is flexible. This means while we have a great knowledge of high performance work systems and the practices behind them, we know that not every practice works for every business. Our framework can be applied to your unique business. This means we’ll examine the eight core areas of your business above and apply a bespoke approach to help you unlock your business productivity and increase your profitability. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how a CRM can help grow your business by improving customer retention, streamlining sales and marketing, and enhancing productivity. Learn key strategies to maximise your CRM for sustainable business success. How to Grow Your Business with a CRM Unlock Growth with a CRM: Streamline Sales, Enhance Customer Loyalty, and Boost Business Efficiency Published on: 1 Mar 2023 A well-managed Customer Relationship Management (CRM) system is one of the most powerful tools for driving business growth. Beyond simply storing customer information, a CRM allows businesses to streamline processes, improve communication, and build long-term relationships with customers. By consolidating all customer interactions in one place, it enables businesses to better understand their customers' needs and preferences, which ultimately enhances customer satisfaction and loyalty. Not only does a CRM help retain existing customers, but it also plays a critical role in boosting sales and marketing efforts. By analysing data captured through the CRM, businesses can identify trends, segment their audience more effectively, and personalise marketing campaigns. This targeted approach leads to higher engagement rates and more successful conversions, making the CRM an indispensable tool for lead generation. Additionally, a CRM system can improve service delivery by providing customer support teams with a detailed history of customer interactions, ensuring that issues are resolved more efficiently and effectively. This level of insight empowers customer service representatives to provide a more personalised experience, which builds trust and strengthens the customer relationship. As Peter Drucker famously said, "The purpose of a business is to create and keep a customer." A CRM system helps businesses achieve this by not only retaining customers but by ensuring that every interaction – whether through sales, marketing, or customer service – is meaningful and beneficial for both the business and the customer. By using a CRM strategically, businesses can optimise their operations, improve customer relationships, and maximise profitability, creating a strong foundation for sustainable growth. By automating many routine tasks, such as follow-up emails, meeting reminders, and data entry, a CRM allows businesses to free up valuable time and resources that can be invested in more strategic areas. This improved efficiency leads to increased productivity and better decision-making, as businesses are armed with real-time insights into their customers and operations. Ultimately, the true power of a CRM lies in its ability to integrate various business functions, ensuring that everyone from sales teams to customer support has a unified view of the customer journey. This alignment not only helps optimise performance but fosters a more cohesive and customer-centric business approach, ensuring that customers remain at the heart of everything the business does. Why Customer Retention Matters More Than Acquisition Acquiring new customers is 5-10 times more expensive than retaining existing ones. This significant cost disparity is often overlooked, as many businesses direct their efforts toward attracting new customers instead of optimising relationships with their current ones. The focus on acquisition can be detrimental to long-term growth, as businesses frequently fail to realise the untapped potential within their existing customer base. Customer retention is essential because it leads to higher lifetime value, repeat business, and greater overall profitability. Satisfied and loyal customers are not only more likely to make repeat purchases but are also more inclined to refer others, creating a reliable stream of organic growth. Moreover, these customers require less marketing investment, as they have already built trust in your product or service. A Customer Relationship Management (CRM) system plays a vital role in maximising customer retention by providing businesses with valuable insights into their customers’ needs, preferences, and behaviours. With this data, businesses can personalise interactions, target customers with tailored offers, and pre-emptively address concerns, which keeps customers engaged and nurtures their loyalty. By leveraging existing customer data, businesses can ensure they deliver a consistently positive experience that encourages long-term commitment. In the competitive market landscape, customer retention not only reduces the costs of marketing and acquisition but also helps establish a more stable, predictable revenue stream. Therefore, businesses should shift their focus to prioritising retention and engagement, using tools like CRM systems to strengthen their customer relationships and ultimately drive sustainable growth. Common Sales and Marketing Challenges Many businesses face significant challenges in their sales and marketing efforts, which can hinder their ability to achieve sustainable growth. These challenges often stem from inefficiencies in processes, data handling, and communication. Some of the most common obstacles include: Unstructured Sales Processes Leading to Missed Targets Without a clear, well-defined sales process, businesses risk missing key opportunities and failing to meet their targets. Sales teams may struggle with inconsistent follow-ups, disorganised tracking of prospects, and unclear next steps. This lack of structure can lead to missed sales, lost leads, and ultimately, unmet revenue goals. A CRM system helps by organising the entire sales pipeline, providing sales teams with a clear roadmap of what to do next and ensuring no opportunity falls through the cracks. Inaccurate or Misaligned Marketing Data Marketing efforts can be rendered ineffective when the data used to guide decisions is inaccurate or misaligned with customer needs. When businesses rely on fragmented, outdated, or incomplete data, they risk sending irrelevant messages, targeting the wrong audience, or misjudging the success of campaigns. A CRM system integrates data across various marketing touchpoints, ensuring that marketing teams have access to up-to-date, reliable customer insights. This allows for better segmentation, more personalised campaigns, and improved targeting strategies that resonate with customers. Poor Customer Service Damaging Reputation and Loyalty Customer service plays a critical role in maintaining a positive brand reputation and fostering long-term customer loyalty. When businesses fail to respond promptly to customer inquiries, mishandle complaints, or lack a clear follow-up process, they risk damaging their relationships with customers. This can lead to negative reviews, customer churn, and a diminished brand image. A CRM system enhances customer service by centralising customer information, making it easily accessible to service teams. This enables quicker response times, more effective issue resolution, and a more personalised customer experience that strengthens loyalty. High Sales Team Turnover Disrupting Client Relationships High turnover rates among sales staff can create instability in client relationships and disrupt the continuity of communication. When a sales representative leaves, there is often a gap in service, and clients may feel neglected or uncertain about who to turn to for assistance. This can harm the business’s ability to retain clients and maintain revenue streams. A CRM system mitigates this issue by centralising customer data, making it easily transferable to new team members. This ensures a smooth transition and continuity in client relationships, even during times of turnover. A CRM system directly addresses these challenges by centralising customer data, improving communication, and streamlining workflows. It helps create a more organised, efficient, and responsive sales and marketing operation. By providing real-time insights, automating routine tasks, and facilitating collaboration, a CRM empowers businesses to optimise their processes, deliver better customer experiences, and ultimately, improve their bottom line. Six Key Steps to Growing Your Business with a CRM Establish a Scalable Organisational Structure As your business grows, the complexity of managing customer relationships increases. A well-structured organisation ensures that roles, responsibilities, and workflows align with your CRM strategy. Define clear ownership over customer data, sales processes, and marketing efforts to prevent inefficiencies and duplication of work. By structuring teams effectively—such as assigning dedicated CRM administrators, sales pipeline managers, and customer success specialists—you create accountability and streamline operations. Additionally, consider how your CRM supports cross-functional collaboration. Departments must work together seamlessly, sharing insights and customer data in real-time. A rigid or siloed organisational structure can hinder CRM adoption and limit its benefits. Instead, encourage a culture of shared responsibility, where employees leverage CRM tools to enhance decision-making and improve customer experiences. A scalable structure also ensures your CRM remains effective as your business expands. Regularly reviewing and adjusting team roles, reporting structures, and workflows will help maintain agility and drive sustained growth. Organise and Clean Customer Data A CRM system helps businesses centralise all customer data into one system, eliminating the need for scattered spreadsheets and disconnected databases. This consolidation ensures that customer information is accurate, accessible, and easy to update. Maintaining clean data is crucial for effective decision-making. Regularly updating customer records is essential, as research shows that 70% of customer information becomes obsolete each year. Moreover, businesses must comply with data protection regulations, ensuring that personal information is handled responsibly, and that proper permissions are obtained for marketing purposes. Poor data quality can have significant financial repercussions, as it is estimated that poor data quality wastes up to 21% of marketing budgets. By keeping your data organised and up to date, you can ensure more efficient marketing campaigns, improved targeting, and enhanced customer interactions. Profile and Segment Customers The 80/20 rule, or Pareto Principle, suggests that 80% of your revenue often comes from just 20% of your customers. A CRM enables businesses to identify and focus on these high-value customers. By profiling customers based on key characteristics—such as demographics, behaviours, and purchase history—you can create more effective segmentation strategies. This allows you to tailor your marketing and sales efforts to target the most profitable customer segments. Additionally, a CRM helps businesses track customer lifetime value (CLV), which provides insight into which customers are worth investing in. Moving customers up the value chain, such as transitioning them from Bronze to Silver to Gold status, can be achieved by offering personalised experiences, exclusive offers, or loyalty rewards. This segmentation helps you maximise revenue and foster long-term customer relationships. Develop a Clear CRM Vision and Strategy A CRM system is more than just a tool—it should be a core component of your overall business vision and strategy. Before selecting and implementing a CRM , define a clear CRM vision that aligns with your long-term business goals. This vision should outline how the CRM will enhance customer relationships, improve operational efficiency, and support business growth. A well-defined CRM strategy ensures that the system is not just a repository for customer data but a driver of business success. It should integrate seamlessly with your existing Business Management System (BMS) and support key functions such as sales, marketing, customer service, and operations. Involving key stakeholders—across all relevant departments—during the planning phase ensures alignment and maximises adoption. Without a clear strategy, CRM implementation can lead to underutilisation, inefficiencies, and wasted investment. To prevent this, establish measurable objectives for the CRM, such as improving customer retention, increasing sales conversions, or enhancing data-driven decision-making. Additionally, ensure the system is flexible enough to evolve with your business, allowing for scalability and continuous improvement. By embedding CRM into your broader business strategy and maintaining a clear vision, you can create a customer-centric organisation that leverages data, automation, and workflows to drive sustainable growth. Implement a CRM System as Part of Your Business Management System When selecting a CRM system, it’s essential to ensure it functions as an integrated component of your overall Business Management System (BMS) . A CRM should not operate in isolation but work seamlessly with other critical business functions such as finance, operations, and customer support. Off-the-shelf solutions may offer broad features, but they must be aligned with your specific business strategy and operational workflows to drive real value. Involving key stakeholders—such as sales, marketing, operations, and customer service teams—during the selection and implementation process ensures the CRM is adopted successfully and meets the needs of those who rely on it daily. A poorly integrated CRM can create silos, reduce efficiency, and lead to underutilisation, confusion, and wasted investment. For long-term success, the CRM must integrate with existing systems, such as Enterprise Resource Planning (ERP), project management, and workflow automation tools. This integration enables a single source of truth, streamlines processes, and provides a 360-degree view of business performance. Additionally, the system should be flexible enough to adapt as your business scales. By embedding CRM into your Business Management System, you create a structured, data-driven approach to customer relationships, ensuring consistent processes, improved decision-making, and sustainable growth. Strengthen Customer Relationships A CRM system is more than just a database for storing customer information—it’s a powerful tool for managing relationships. By engaging with customers at the right time and in the right way, businesses can build trust and foster long-term loyalty. A CRM allows you to track every interaction with a customer, whether it’s a phone call, email, or social media engagement. This helps you maintain a complete view of each customer’s journey and personalise communication based on their needs and preferences. By understanding customer behaviour and anticipating their needs, businesses can deliver a more tailored experience that resonates with their audience. Engaging customers in meaningful ways at every touchpoint increases satisfaction, boosts loyalty, and drives repeat business, ultimately contributing to business growth. Establish Standard Operating Procedures (SOPs) for CRM A successful CRM system relies on consistency and clear processes. Establishing CRM Standard Operating Procedures (SOPs) ensures that all employees follow best practices when using the CRM, leading to better data accuracy, improved efficiency, and a more structured approach to customer relationship management. SOPs should cover key CRM functions, including data entry, customer interactions, sales pipeline management, reporting, and compliance with data protection regulations. Clearly defining these procedures helps prevent inconsistencies, reduces errors, and ensures that teams leverage the CRM effectively. Regular training and updates to SOPs are essential to keep up with evolving business needs and technological advancements. By embedding CRM processes into everyday operations, businesses can drive adoption, maintain high data quality, and maximise the CRM’s value across departments. CRM as a Traffic Light System for Relationship Management A well-implemented CRM system functions as a traffic light for managing customer relationships , providing businesses with a simple yet powerful visual approach to track and prioritise interactions. By categorising customer relationships into three distinct signals—Red, Orange, and Green—it helps businesses stay on top of their customer engagement efforts, ensuring timely actions and fostering long-term loyalty. This method helps sales, marketing, and customer service teams focus their efforts on the right customers at the right time. Here’s how each colour-coded signal works: Red: Immediate Attention Needed The "Red" signal in a CRM system indicates that a customer’s relationship requires urgent attention. This could be due to a complaint, an unresolved issue, a delayed order, or an unhappy customer at risk of churn. The red status flags these high-priority customers, enabling your team to take immediate action to resolve the situation. By identifying these customers early, businesses can prevent dissatisfaction from escalating, show the customer that their concerns are valued, and rebuild trust. Prompt follow-up at this stage can turn a potentially lost customer into a loyal one, preventing negative reviews and enhancing reputation. Orange: Upcoming Engagements Requiring Action The "Orange" signal serves as a warning or reminder of upcoming engagements that require action but are not as critical as those flagged red. These engagements might include follow-ups after a product trial, scheduled service checks, or an upcoming renewal. This phase is essential for maintaining ongoing relationships and ensuring that customers remain satisfied. By monitoring and addressing orange signals in advance, businesses can avoid situations where customers feel neglected or forgotten. It’s about staying proactive—whether it's sending a reminder for a renewal, offering additional support, or addressing an anticipated need, ensuring customers feel valued before their needs become urgent. Green: Relationships Are On Track The "Green" signal means that the relationship with a customer is strong, healthy, and progressing as planned. At this stage, customers are likely satisfied, loyal, and engaged. They may be repeat buyers, regular users, or even advocates of your brand. Green status shows that the customer’s needs are being met, and the relationship is stable. However, it’s important not to become complacent even with green-status customers. A CRM system allows businesses to track this steady engagement and continue nurturing the relationship through regular check-ins, personalised offers, or loyalty rewards. Maintaining a green status ensures that customers remain engaged and continue to generate value for your business over time. This colour-coded system within a CRM offers a visual approach that makes it easy for teams to prioritise their efforts. It helps sales teams focus on customers at risk of churn, while customer service teams can quickly identify those needing urgent support. Marketing teams can also benefit by creating targeted campaigns to nurture relationships in the orange or green zones. By leveraging these signals, businesses can maintain a balanced and proactive approach to customer relationship management, driving engagement, improving retention, and ultimately ensuring long-term success. Customer Experience: The Key to Retention Once a CRM is in place, it becomes crucial for every team member to recognise their role in delivering an exceptional customer experience. Customer experience (CX) is not just the responsibility of the customer service team; it spans across every department, from sales and marketing to product development and after-sales support. A well-integrated CRM helps align all these teams towards a common goal—ensuring that customers feel valued, understood, and engaged at every stage of their journey. Here’s how to leverage a CRM to enhance customer experience and drive retention: Listening to Customer Needs and Mapping Their Journey The first step in delivering an outstanding customer experience is truly understanding the customer’s needs. A CRM system provides a 360-degree view of each customer, capturing their preferences, past interactions, and pain points. By using this data, businesses can listen actively to what customers are saying—whether directly through feedback, surveys, or indirectly through their behaviours—and map their journey from the first point of contact to long-term support. Understanding the journey is critical in identifying opportunities for improvement and ensuring that customers receive a personalised experience. By anticipating needs at every touchpoint and responding promptly, businesses can build a relationship based on trust, demonstrating that they are attentive and committed to providing value at each stage. Tracking Interactions, Including Proposals, Presentations, and Purchases A CRM system allows businesses to track all customer interactions in one centralised platform, including proposals, presentations, and purchases. This data is invaluable as it provides context for every customer touchpoint, making it easier to tailor future interactions and offerings. For example, sales teams can review the history of proposals and presentations to understand what worked well or where improvements are needed. Marketing teams can use this data to send relevant, targeted campaigns based on past purchases or interests. By tracking these key interactions, businesses can ensure they are delivering messages and offers that are relevant, timely, and aligned with the customer’s specific needs, enhancing their overall experience. A CRM also enables better follow-ups, ensuring that nothing falls through the cracks, which helps in strengthening relationships and driving repeat business. Ensuring Seamless Customer Experiences Across Multiple Touchpoints Today’s customers interact with businesses through multiple touchpoints—whether it’s online, in person, over the phone, or via social media. A seamless experience across these touchpoints is crucial for maintaining customer satisfaction and loyalty. A CRM system ensures that all customer interactions are recorded and accessible by every team member, regardless of the channel. This means that whether a customer reaches out via email or calls the support line, the representative will have full visibility into their previous interactions, purchases, and preferences. This consistency helps eliminate the frustration that can arise when customers have to repeat their information or explain their issue multiple times. A seamless experience ensures that customers feel heard and valued at every stage of their journey, increasing their likelihood of staying loyal and returning for future business. By leveraging a CRM to map the customer journey, track key interactions, and ensure consistency across all touchpoints, businesses can create a more personalised, responsive, and positive customer experience. When customers consistently receive the right message, at the right time, in the right way, they are more likely to remain engaged, satisfied, and loyal—leading to higher retention rates and long-term business success. Proactive Customer Support and Internal Workshops In today’s competitive business environment, offering proactive customer support is essential for building lasting relationships and improving customer retention. A CRM system plays a pivotal role in enabling businesses to deliver swift, effective support by centralising customer data and streamlining communication. Combined with internal workshops aimed at evaluating and refining the customer journey, businesses can create a culture of continuous improvement and ensure customer experiences remain consistently high. Here’s a more detailed look at how proactive customer support and internal workshops work together: A CRM Provides Universal Access to Customer Data, Enabling Any Team Member to Assist Customers Promptly One of the greatest advantages of implementing a CRM is its ability to centralise customer data in one easily accessible location. By storing all customer interactions, preferences, purchase histories, and service issues in one system, any team member can instantly access the information needed to provide timely, personalised support. Whether it’s a sales representative answering an inquiry, a customer service agent resolving an issue, or a marketing professional following up on a campaign, everyone involved in the customer journey has the information necessary to engage effectively. This accessibility ensures that customers don’t experience delays or frustration due to a lack of information or poorly coordinated responses. With a CRM, businesses can create an environment where customers feel valued and their issues are addressed promptly, leading to increased satisfaction and loyalty. Internal Workshops Help Businesses Assess Their Customer Journey, Identifying Areas for Improvement While a CRM system helps businesses manage and track customer interactions, internal workshops serve as an invaluable tool for assessing and improving the overall customer journey. These workshops bring together key stakeholders from various departments—sales, marketing, customer service, and even product development—to collaboratively evaluate the customer experience. By reviewing touchpoints from the first point of contact through to long-term support, businesses can identify pain points, gaps, or opportunities for improvement. Workshops also offer a chance to assess how well the CRM system is being utilised and whether any workflows or data management practices need to be adjusted. Regularly holding these workshops ensures that the customer experience remains at the forefront of business priorities, and that any changes in customer expectations or market conditions are quickly addressed. This proactive approach to customer journey analysis allows businesses to stay agile and responsive to evolving customer needs. Assigning Champions to Drive Change Ensures Continuous Customer Experience Enhancements To maintain a focus on continuous improvement in customer experience, it’s essential to assign "champions" within the organisation who are dedicated to driving change. These champions are typically team members with a passion for customer success and an in-depth understanding of the CRM system and customer journey. They are responsible for advocating for customer-centric initiatives, gathering feedback from both customers and colleagues, and ensuring that any necessary changes are implemented across teams. Champions can also serve as the bridge between different departments, ensuring that sales, marketing, and customer service teams work collaboratively toward common goals. By having dedicated individuals driving these efforts, businesses can create a culture where customer experience enhancements are consistently prioritised, and improvements are continuously made based on insights gathered from both data and direct feedback. This approach ensures that businesses don’t just react to customer needs but actively anticipate and shape the experience over time. By combining the power of a CRM system with proactive customer support practices and a culture of continuous improvement through internal workshops, businesses can ensure that their customer relationships are not only managed effectively but are consistently nurtured. This combination of technology and human-driven initiatives drives long-term customer loyalty, enhances satisfaction, and ultimately leads to a more sustainable and successful business model. The Benefits of a Customised CRM System A well-integrated, customised CRM system offers numerous advantages that directly impact the efficiency, effectiveness, and growth of a business. Unlike off-the-shelf solutions, a customised CRM is tailored to meet the unique needs and processes of a specific organisation, providing a comprehensive, flexible tool that aligns perfectly with business objectives. Below are the key benefits a customised CRM system can deliver: Efficient Data Management: Clean, Structured, and Accessible Customer Data One of the most important benefits of a customised CRM is the ability to manage customer data efficiently. A tailored CRM allows businesses to structure customer information in a way that makes it easily accessible and actionable. Clean data—free from inconsistencies, duplicates, or outdated information—is crucial for making informed decisions and building meaningful customer relationships. With a centralised system, all customer information is stored in one place, making it easier for employees to access up-to-date contact details, transaction histories, and communication logs. This streamlined data management helps reduce time spent searching for information and ensures that decisions are based on accurate, real-time insights. Clean, structured data also helps businesses comply with data protection regulations, reducing the risk of legal and security issues. Targeted Marketing: Insight-Driven Campaigns for Better Results A customised CRM system allows businesses to segment their customer base effectively, using data-driven insights to develop more targeted marketing campaigns. By tracking customer preferences, behaviours, and previous interactions, the CRM can help marketers understand what resonates with different segments. This enables the creation of personalised, relevant campaigns that are far more likely to generate positive responses. For example, businesses can use the CRM to identify customers who are nearing their contract renewal dates or those who haven’t made a purchase in a while, tailoring campaigns to re-engage these individuals. By focusing on the most promising leads and crafting campaigns based on solid data, businesses can improve the return on investment (ROI) of their marketing efforts and build stronger relationships with their customers. Increased Sales Opportunities: Ability to Recover Lost Sales and Track Potential Leads A customised CRM system helps businesses identify new sales opportunities and recover lost sales by tracking leads through the entire sales pipeline. With detailed insights into customer behaviours, sales teams can pinpoint moments where potential sales may have stalled and take action to re-engage customers, whether through follow-up emails, calls, or special offers. Moreover, a well-structured CRM enables businesses to track prospective leads and monitor their progress, ensuring no opportunity is overlooked. With real-time visibility into where leads are in the sales process, sales teams can prioritise their efforts on high-potential prospects, increasing the likelihood of closing deals and boosting overall sales performance. Improved Collaboration: Seamless Information Sharing Across Teams A customised CRM system acts as a central hub for information, enabling seamless collaboration across teams. Whether it's sales, marketing, or customer service, every department can access the same customer data, ensuring consistency in messaging and follow-ups. This integrated approach allows for a more collaborative environment where teams can share insights, align strategies, and work towards common goals. For example, when a marketing campaign generates leads, sales teams can immediately access detailed information about those leads from the CRM, enabling them to tailor their outreach accordingly. Similarly, customer service teams can see past sales and support interactions, allowing them to provide more informed, personalised service. This cross-functional collaboration helps ensure that customers receive a cohesive experience, regardless of which team they interact with. Enhanced Productivity: Employees Work More Efficiently with Centralised Data With a customised CRM, employees spend less time searching for customer information or manually entering data into various systems. Instead, they can focus on high-value tasks, such as engaging with customers and driving business growth. The CRM system automates many routine tasks, such as data entry, follow-up reminders, and report generation, significantly enhancing productivity across teams. Additionally, a CRM system eliminates the need for redundant processes or disjointed tools, allowing businesses to streamline their operations and reduce inefficiencies. By improving workflows, businesses can ensure that their teams spend more time on activities that directly contribute to revenue and customer satisfaction, rather than getting bogged down in administrative tasks. Stronger Customer Relationships: Long-Term Connections Leading to Sustained Business Growth Ultimately, the most significant benefit of a customised CRM is its ability to build stronger, longer-lasting customer relationships. By capturing a complete history of interactions, preferences, and purchase behaviours, businesses can engage with customers in a more personalised and relevant way. Customers appreciate when they are treated as individuals, with offers and communications tailored to their specific needs and interests. A CRM system allows businesses to stay in touch with customers throughout their lifecycle, nurturing relationships with timely follow-ups, personalised offers, and proactive support. By consistently delivering value and staying connected, businesses can foster loyalty and retention, which leads to sustained growth over time. Loyal customers are more likely to make repeat purchases, refer others, and become advocates for the brand, further contributing to the business’s success. In summary, a customised CRM system offers far-reaching benefits that not only streamline internal processes but also enhance the customer experience, ultimately driving business growth. By managing customer data efficiently, enabling targeted marketing, improving sales opportunities, enhancing collaboration, boosting productivity, and strengthening customer relationships, businesses can gain a competitive edge and establish a foundation for long-term success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn how to answer the phone professionally with our simple guide to the dos and don'ts of phone etiquette to help improve your customer service skills. How to Answer the Phone Professionally Learn how to answer the phone professionally with our simple guide to the dos and don'ts of phone etiquette to help improve your customer service skills. Published on: 26 May 2022 Effective sales and service skills are essential for any company's success, and none more so than on the phone and it all starts with good phone etiquette and how well the phone is answered. How to answer the phone professionally Do be prepared . Before you answer the phone, make sure you’re in the right headspace to do so. If you’re stressed out from the last call or still trying to follow it up, you won’t be giving your full attention. If you can’t give your full attention, don’t answer it. You’ll also want the right equipment in front of you to help, whether that’s a pen and paper or the company’s CMS. Do answer promptly. Don’t let the phone ring more than 3 times. The second ring is the best time to answer the phone so you don’t startle any customer’s by answering too quickly. Do be welcoming. You should answer the phone with a positive, upbeat tone and a friendly greeting like “Good Morning”. Do use your name. After your greeting, let the customer know your name and the name of the business you work for. For best practice on how to answer the phone, you’ll also want to offer your name up again later in the conversation as the customer will have likely forgotten it in the introduction. Do use pronouns. Using both the pronoun ‘you’ and the customer’s name make them feel like the unique and valued customer they are. So make sure to use it where it feels natural. For example, instead of saying “I can help with that”, you could say “I can help you with that”. Make sure to use it with a friendly tone as in the wrong context it can come across as accusatory. Do smile. A scientific study shows we can hear a smile in a tone of voice, even if we can’t see the speaker’s face. Smiling while you’re answering the phone will improve your tone and make you more welcoming and friendly. Do speak clearly and audibly. There’s no need to shout or whisper. You need a level volume and to enunciate your words, while also speaking slowly enough to allow the customer to understand what you’re saying. Do listen. Sometimes it can feel like you’ve heard the same query or issue a thousand times before and it can be easy to tune out. But an important part of knowing how to answer the phone is to always give your full attention to a customer and actively listen without interruption. Do summarise. Once you’ve heard a caller out, make sure you summarise what they’ve said to ensure you’re both on the same page. This helps reassure the caller that you understand their problem and you’re able to help. Do ask for permission. If you’re going to put a customer on hold, it’s so important to ask them first. Better yet, for best phone etiquette, you can give them the option of a call back instead and let them pick. When they come off hold, remember to thank the customer for their patience. The same rules apply for when you’re transferring a customer to another department. Do take ownership. Taking ownership of a customer’s problem ensures outstanding customer service. It’s okay to not always know the answer straight away, but endeavour to resolve customer issues by making their problem your own. How not to answer the phone Don’t answer the phone while you’re eating, drinking or even chewing gum. The customer can hear and it’s poor business phone etiquette. Don’t leave the line open. If you need a minute to find something or need to move away from the phone, don’t leave the phone line open. Always place the customer on hold ( and ask permission first! ). Check back frequently if you can, at least every minute. Don’t say you don’t know. It’s okay to not know, but saying that to a customer can be alarming. You’re the expert of your service or product after all. Much better responses include, “I can find out for you” or “I’ll look that up for you.” Don’t be rude. No matter the situation, no matter how difficult the customer is, there is no excuse to be rude to customers. If you need to, escalate and excuse yourself from the situation and let someone else answer the phone. Don’t use slang. This is especially true if you’re a national company. Your local colloquialisms might make no sense to someone on the other end of the country. Don’t practice poor call handling. An important part of how to answer the phone is good call handling . If you need to transfer a customer to another department, make sure you inform them first. Once you’ve asked permission to put them on hold while you transfer them, you should contact the other department and ensure someone is available to take the call. You should also give the name of the customer and a brief explanation of the query or problem to the other call advisor before transferring the customer over. Don’t use speaker phone. Speaker phones make things harder to hear for customers and they can also make them feel like you’re not giving the call your full attention. Avoid unless absolutely necessary. Don’t close the call abruptly. You shouldn’t just hang up the phone on customers. End on a positive note by saying something like, “have a great day” or “thank you for calling”. Knowing how to answer the phone is a vital part of good phone skills . By following these simple rules, you can ensure you’re giving your customers the best customer service experience possible when they call you. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how to set effective business goals that drive results, boost accountability, and align your team for success. Learn to set both short-term and long-term goals for your business. How to Set Business Goals That Drive Real Success and Sustainable Growth Learn how to create clear, measurable, and actionable business goals that not only guide your company toward consistent growth but also build a foundation for long-term success, ensuring lasting impact and profitability in an ever-evolving market. Published on: 30 Jan 2025 Setting business goals is the foundation of long-term success. Whether you're a startup, a growing enterprise, or a solo entrepreneur, having clear objectives helps you stay focused, motivated, and aligned with your vision. In this post, we’ll explore what business goals are, why they matter, and how to set effective goals that drive results. What Are Business Goals? Business goals are specific targets that a company or individual aims to achieve within a set timeframe. They provide direction and a benchmark for success. These goals typically fall into two categories: Short-Term Goals Short-term business goals focus on immediate achievements, usually within a few months to a year. These goals help build momentum and contribute to larger objectives. Examples: Increase customer satisfaction scores by 10% within the next quarter. Hire five new employees within the next six months. Reduce customer service response time by 20% in the next three months. Long-Term Goals Long-term business goals are broader visions that take years to accomplish. They shape the overall strategy and purpose of a business. Examples: Expand into three new international markets within five years. Become a leader in sustainability by achieving net-zero emissions by 2035. Build a customer base of one million users by 2030. The Impact of Clear Business Goals Define Success with Clarity A well-defined goal acts as a success marker, helping teams understand what they are working toward and how to measure progress effectively. Align Efforts Across Teams Goals ensure that every department, team, and individual is working in sync toward a common objective, boosting efficiency and productivity. Improve Decision-Making When faced with choices, clear business goals act as a decision-making guide, ensuring that every action supports the bigger picture. Increase Accountability Defined objectives make it easier to track performance, set expectations, and hold individuals accountable for results. Enhance Motivation and Engagement Employees who understand how their work contributes to the company's success are more engaged and motivated to perform at their best. Business Goals That Work: Aligning Strategy, Accountability, and Execution Clarity and Ownership When team members have a clear sense of their responsibilities and the strategies required to achieve them, they become more engaged and productive. Clear goals create ownership, making employees more committed to their roles and contributions. Keeping Teams Aligned A key benefit of setting business goals is ensuring all teams work toward a common objective. For example, if the company’s goal is to increase profitability by 10%, multiple teams contribute in different ways: The sales team may raise their quotas. Marketing may refine outreach strategies. Operations may improve efficiency to reduce costs. Each department plays a role, but together, they drive the company toward its overarching goal. Maintaining Accountability Once business goals are established, they can be broken down into individual responsibilities. This ensures accountability from leadership to every team member. Managers can monitor progress, identify challenges, and provide support where needed. Informing Decision-Making Regularly tracking business goals enables companies to make data-driven decisions. By analyzing past performance, leaders can adjust strategies, set more realistic targets, and refine their approach to growth. Leveraging CRM to Strengthen Business Goals Customer Relationship Management (CRM) plays a crucial role in setting and achieving business goals. CRM systems help businesses manage customer data, track interactions, and identify trends that can inform goal-setting strategies. How CRM Enhances Goal Setting Data-Driven Decisions : CRM analytics provide valuable insights into customer behavior, enabling businesses to set goals based on real customer needs. Improved Customer Retention : Setting goals related to customer engagement and retention becomes easier with CRM tracking past interactions and predicting customer needs. Enhanced Sales Strategies : CRM tools help sales teams optimize their approach, ensuring targets align with actual customer demand. Personalized Marketing : Businesses can set more precise marketing goals by leveraging CRM data to tailor campaigns to different customer segments. Measuring Success More Accurately : CRM systems track key performance indicators (KPIs) that align with business goals, making progress assessment more transparent. CRM-Integrated Goal Examples: Increase customer retention by 15% using targeted follow-up strategies within the next year. Improve lead conversion rates by 20% by optimizing sales outreach based on CRM insights. Enhance customer service response times by integrating automated CRM workflows. Tips for Setting Clear Business Goals Use a Proven Goal-Setting Framework SMART Goals : Goals should be Specific, Measurable, Achievable, Relevant, and Time-bound. OKRs (Objectives and Key Results) : The OKR framework helps set clear objectives and define key measurable outcomes. Involve Key Stakeholders Business goals should not be set in isolation. Collaborate with team members, department heads, and other stakeholders to ensure alignment and shared commitment. Start with the Big Picture Before diving into specific numbers, define your overarching vision. Ask yourself: What does success look like in 5, 10, or 25 years? What core values should guide your business? How does each department contribute to these goals? Break Down Large Goals into Smaller Steps Instead of setting one massive goal, break it down into smaller, manageable milestones. This approach makes it easier to track progress and stay on course. Regularly Review and Adjust Goals Goals should not be static. Regularly review them to assess progress, identify challenges, and make adjustments where necessary. Leverage Technology for Goal Tracking Using project management tools can help teams stay organized and accountable. Platforms like Asana, Trello, or Monday.com provide visibility into progress and ensure continuous tracking of key objectives. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started