Don Schwerzler is arguably the world’s leading expert on family business. In fact, he has been working and advising in this field since 1967, a track record of almost half a century. Don has been published in many leading business magazines, newspapers, and trade magazines. He is also the founder of the Family Business Institute and runs […]
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Customer Service in 2015
As 2014 wound down, I took the time to pause, and look ahead to what top customer service trends will surface in 2015 and beyond. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and pre-emptive […]
Improve Your Website to Satisfy Customers
Company websites serve businesses in a variety of ways. To some, it’s the mecca that showcases all of your best work. To others, it’s a way to capture leads. However you categorize your company website, the fact is it projects your brand’s digital presence. It can also be a helpful tool in serving customer needs […]
The Highway of Change and a Practical Framework Approach to Change
Since Monday, 9th January 2015, my free Flevy download Practical Framework Approach to Change has been downloaded over 500 times. The document contains just a “snapshot” of my approach, rather than going into any explicit details about the tools and techniques related to each of the framework components. The level of interest shown has spurred me into writing […]
What Are Balanced Scorecards?
Balanced Scorecards tell you the knowledge, skills and systems that your employees will need (learning and growth) to innovate and build the right strategic capabilities and efficiencies (internal processes) that deliver specific value to the market (customer) which will eventually lead to higher shareholder value (financial). –– Robert Kaplan & David Norton In 1990, Art […]
70% of Change Management Initiatives Fail–REALLY?
So now to tackle another much debated change subject–that so-called 70% failure rate. How many times have we seen LinkedIn posts and discussions talking about this subject? As many as Change Management Methodologies, Project Management vs Change Management, and Change Management Certification!!! Before we start in earnest on the subject, let just have a look at some of the […]
Is the Term Change Management Still Relevant?
Just as a “starter for 10,” when you type in “Change Management” as a search string into Google, you get in excess of 2 million hits. I have published many of my previous articles, because the issues I have tackled all seem to be the subject of continuing debates on LinkedIn and this one is […]
Make Change That Lasts
Change is the only constant. – Heraclictus, Greek Philosopher Change is the only constant in the work environment Whether you are shifting office to another location, adopting a new practice or process, implementing an IT system, or re-engineering the business processes for an organization, change happens to everyone all the time. However, many change initiatives have been short-lived as […]
Change Resistance: “Change? No, Not in My Backyard!”
Another much written about and discussed subject is change resistance, so here is my take on the subject. Let me start by saying that life is all about change. From a personal perspective, we change continuously from the day we are born to the day we die. While some of these changes happen as a […]
The Personality Side of Being a Change Management Professional
First of all, let’s start with the word “professional.” Well, I tried searching Google and found this one in Business Dictionary: Person formally certified by a professional body of belonging to a specific profession by virtue of having completed a required course of studies and/or practice. And whose competence can usually be measured against an established […]
SAP and Change Management
As a “seasoned” Change Manager, I have been involved in many diverse projects focusing on managing the business aspect of technology implementations; e.g. ERP (SAP, Oracle, Microsoft Dynamics), Core Banking Systems, Business Intelligence, Case Working and Knowledge Management solutions, and the like. To this day, I continue to be asked why is there a need […]
