The Manager's Resource Handbook
Tools, Resources and Guides for Managers and Business Leaders. Real Advice from Real Bosses.
The 4P Marketing Model: A Case Study On a recent business trip to China, tired of taxis, elevators, conference rooms and hotels, I went out for a walk one night. My translator, whose chosen English name was Martin, elected to stay at the hotel to do some work. Always wanting to try something different, my walk coincided with my secret
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The Difference Between Internal and External Customers Several years ago, I was asked a very simple question: “Who is your customer?” Perhaps I was naïve, or maybe just ignorant, but I replied to the simple question with an equally simple answer: “The people who pay our company money for our products and services.” He clearly expected my response, because the
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Management Tips from Mother Nature As the air begins to cool and the days get shorter, we begin to see the first stages of fall settle in. For some, it’s a welcomed sign; for others, it may mark the end of a great summer. But for everyone, the arrival of the fall season is inevitable and simply part of life.
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How Can Technology Help (Or Hurt) Your Customers? As I waited for my flight to Amsterdam today, I grabbed a bite to eat at the nearby café. It was a late afternoon flight that would get me in around 7PM – just enough time to get dinner with an old friend, who was to pick me up at the
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Every year, companies establish goals and objectives for their business. Some firms may plan further out – as far as 5 years – in order to obtain a certain sales targets and other corporate metrics. Unfortunately, many businesses stop there and lack a strategy for how they will actually achieve the goals. As a result, the lofty numbers on the
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Basic Lessons in Customer Service When it comes to working with customers, there are numerous ways to make a lasting impression that will bring them back to you time and time again. Sometimes a friendly tone of voice over the phone is all it takes to win a customer over. Perhaps your quick response time is all the customer needs
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I recently sat through a regional meeting for a large corporation, during which a series of presentations were made. At the conclusion of the meeting, the regional manager got up to share a short set of slides that were presented at the annual corporate summit she had recently attended. The company has been undergoing a series of transformations
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I recently read a newspaper article about World Cup football, which was great because it listed all the funny pairings of nations in various matches. The article went into detail about various styles of play, which got me thinking about how such different countries work together. Having spent most of my career working overseas with clients and colleagues, I have witnessed
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How to Create Business Metrics Our world revolves metrics. Businesses track financial investments to see how they grow. Professional and weekend runners alike continually push themselves to shave seconds of the time it takes them to run a mile. And some people monitor their vehicle’s gas mileage to help determine when they need an oil change. Metrics, after all, are used to measure
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A recent article by Professor Karan Girotra at INSEAD University discusses 4 myths to a technology growth strategy. The entire article is a great read, but Myth 1 “It’s about a BIG idea” caught my attention. Having spent my career in the technology and engineering fields, I’ve seen several different approaches to technology growth. In some instances, the growth strategy could be described
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Preparing to Work In a Different Culture In today’s business environment, working with international partners, customers, or suppliers is inevitable. Sometimes an international project will be brief and short-lived; in other instances your working relationship can last several years as you accrue thousands of frequent flier miles. Perhaps you will even end up on an expat assignment for a couple of years. Regardless
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How to Grow With Current Customers: A Case Example In Sales and Marketing, we spend a lot of time pursuing new customers and new channels of growth. But we frequently lose sight of the sales potential right in front of us. Our best customers are often our current customers. And for this reason, we should always treat our current buyers with
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Identifying What Customers Value Think about the last time you went into a store prepared to buy something, but eventually left empty-handed. What was the reason you, as a customer, did not make that purchase? There are many possible answers to this question; maybe it was too expensive, the quality may not have been to your liking, or you simply
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In 1972, American Bobby Fischer won the World Chess Championship by beating Boris Spassky of the Soviet Union. It was a match publicized worldwide as the battle between two superpowers. While both nations had massive nuclear arsenals, this particular battle was fought with figurines on a game board. Now, while I know who Bobby Fischer was, I admit that I
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Managing people is a complex business. There are personality differences, business pressures and customers to face on a daily basis. Tip #6 discussed how good leaders need to show their human side. As a leader of people, it’s important to tap into the human element of curiosity. Plenty of literature exists supporting the notion that a learning organization is the best model for
» Read more An article I read today by Rosabeth Moss Kanter over @HarvardBiz summed up what I believe to be the epitome of good management. In the article, Kanter states the following: “Good management is a series of well thought-through actions including phases, communications, checkpoints, customer-impact-testing, metrics, contingencies, and feedback loops, designed to produce specified results on time and on budget, based
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Management is inherently ambiguous. As a business leader, we make decisions throughout the day on a variety of matters. Issues arise through email, during a visit to our office or on a phone call, and our decisions impact the business, the people and the customers. Because of the impact, decision making is a particularly challenging aspect of management, and it is here where
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How Emphasis on Fundamentals Leads To More Successful Business I was recently working with a large multi-billion euro corporation that ranks high on the Fortune 500 list. Unlike small companies, this firm is publicly traded and has a stock price that has done very well for quite some time. In the eyes of investors, it had all the right chemical make-up of
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All things being equal, a manager who maintains a positive attitude, even in times of adversity, will get more out of their team than the manager who casts a shadow of negativity. In Tip #5, integrity was discussed as the standard to which good managers hold themselves. The next tip is often a byproduct of integrity – a positive, can-do attitude.
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Earlier in the Management Success Series, we talked about integrity and the importance of being honest and open with your team. But as we discussed, we as managers cannot always fulfill promises no matter how hard we try. And while integrity can remain constant, the business environment can be difficult to navigate. We as managers can make mistakes, and that’s what makes
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