Shift The Focus From Operational To Strategic!

I may not add much value by doing operational stuff and taking pride in it.

Similarly, I can be very productive but ineffective, as I may be undertaking low-value work.

Further, I can be very effective in dealing with situations. However, it may not count much as I am merely firefighting existing process issues.

Within business, we value hard work, high productivity, and effectiveness. But what matters is where our energy is being spent. Is it on firefighting operational issues and admin, or undertaking strategic work?

Firefighting operational issues are like saving existing trees. Strategic work is like planting seeds. For any transformation, we must be able to shift the leadership team’s focus from operational to strategic. It is one of the foundational elements of any transformation.

Fire drills are necessary. It helps employees to prepare for any future emergencies. However, employees know that it is only a test. So, there is no stress. They take their time, move around chatting and march slowly to an assembly area. Putting policies aside, to...

In the early years of my career, I had my eyes on performing at the centre of the stage. Where others can see me, I can feel special. With little experience, I only got roles to perform on a side stage. The roles were relatively insignificant. Performing those roles,...

The change is constant. The question is whether it will be in our favour or not. In other words, if the change will support or hinder our development. It depends on our influence over the change. Are we actively driving the change, or is the change happening to us?...

The success of any initiative depends on its preparation. The work we have done before starting the initiative matters most. For example, in preparation activities, we may be developing clarity on the scope and outcomes of the initiative, recruiting the right people,...

In business, we undertake three types of work: BAU: Business as Usual is the work we do day in and day out. This work may take most of our time, generating predictable value. For example, as a Sales Manager, working on Sales calls and developing a Sales strategy is...

Without a doubt, practice leads us to perfection, but at what cost? The price of perfection could be our time, resources, or opportunity costs. In business and life, we have limited resources. We do not need perfection for everything. Further, mere practice may not be...

We all are on a certain spectrum, and busy judging other's spectrum.

There are various ways to check the maturity of the business in utilising technology. Please refer to the following hierarchy to determine your own business progression level. Business Progression Levels Level 16: Do everything to keep your position Level 15: Build...

In self-reflection, I often acknowledge that I haven't come too far. On introspection, I often realise it is due to focusing on the small stuff. Observing others, I witnessed their conditioning: 'sweating on the small stuff'. We often have a choice about where to...

We may be playing the same game but with very different intentions. We may be playing for fun, money, legacy, or other reasons. It is our intention that makes all the difference, however. The person playing for legacy may put in everything for the sport. The person...

We can continue to have scarce resources, limited skill sets, and weak plans. But our commitment is going to make all the difference. When we are committed, we find new ways to progress, persevere, and continue working hard. When the odds are against us, we still...

When the stakes are high, it is often difficult to make decisions. As a decision-maker, you may be pushed to make decisions. For example, Portfolio Management requests to prioritise projects among planned initiatives. You may feel that you don't have enough...

Resource constraints are one of the most common business constraints. We cannot allocate resources for all projects within any organisation at once. So, if we have multiple projects, how do we decide which projects to execute first? Generally, we have a good idea of...

Leading change initiatives (technology, culture, and process improvement) is challenging. It is challenging for many reasons. The main one is that our enemy 'Status quo' is very strong. For instance, the 'Status quo': Provides comfort to the staff. So, if nothing is...

We know that consistency is the key to greatness. For instance: Consistently eating quality food is a key to excellent health. Consistently lifting weights makes us strong. Consistently working hard brings success. The same principle applies to Business improvement....

Why are organisations stuck with manual information processing? Why do employees copy and paste information into multiple spreadsheets, manipulate data, and handwrite forms? Even if the company has Business systems, why do employees not fully utilise them? Instead,...

Life is not simple! The opportunity ahead of us could be a pitfall. The major source of our pain can be transformative endeavour. For example, if a new opportunity pays me more but takes me away from my core strengths, it could be a pitfall. Similarly, my constant...

I haven’t come across many organisations with fully functional Business Systems. For the majority of organisations, the Business systems are always a mess! For example, organisations suffer from underutilisation of the Business systems. The Business systems do not...

In business, we use many different types of software. Each piece of software has a specific purpose. There are often common capabilities among enterprise software. For example, we can record timesheets in the ERP and HR systems. Similarly, we can manage documentation...

Digital Transformation initiatives are challenging. We often find it too hard to fight against the Status quo. In the transformation game, various players play to win over the Status quo. However, the current state of the business often gives adamant resistance to the...

To win in the digital transformation game, we must know the different sets of players and understand whom we are playing against. In the digital transformation initiatives, the following are the key players: Leadership team Customer Project Team (Subject Matter...

Symptoms keep us so busy that we never get to the root cause. Organisations invest time and effort in assessing various problems. However, what they consider problems are generally symptoms of the problem. It is typical of organisations to continue investigating...

In the software world, we have a common problem with changing requirements. For example, as a customer (Product owner/Subject Matter expert), I state a requirement to develop a customer feedback feature. After I reviewed the feature, I changed my mind and asked to...

Sometimes, the side effects outweigh the primary impact. The problem is that we cannot see this phenomenon due to our various biases. But once we can see it, we cannot miss it! For example, the benefit of sending an employee on a training course is not just that she...

Why some businesses are so efficient, and others suffer from low productivity? It is a difficult question to answer, as there can be various reasons. However, the productivity of any business is directly proportional to 'what is at stake?' Is it the executive's job,...

The problem is that I do not value my time enough. I am selling it too short. Sometimes, in meetings where I should not be. Other times, I feel stuck making perfect decisions while scrolling through YouTube and Netflix. Charging customers by the hour. Accepting work...

We have minimum criteria for most things, but there is mostly no limit to the maximum. Limitations on the maximum are our own. Sometimes, that is the only thing that limits us. For example, we may have a minimum wage, but there is likely no limit to our maximum...

Often, we jump on the solutions. The new solutions, in turn, create more problems for us. For example, suppose we have weak sales capabilities. In that case, we may jump to a solution to implement new Customer Relationship Management (CRM) software. Similarly, we may...

Not every problem is worth solving. If someone has a solution to the problem we are solving, then adopting and adapting to the solution may be a sensible approach. After all, what is the value of reinventing the wheel? Even if we want to claim our wheel is better than...

When we collaborate, we win. When we argue, we lose! It is common sense, but it is also uncommon too. In my experience, to collaborate, we must like other team members. When we like others, we hear more deeply. Even if we disagree, we acknowledge where we agree first....

Have you ever felt that you put in a lot of effort but got little return? You may think that nothing is working the way you expect. Things look complex and ambiguous. It is like fighting hard in the dark. For example, the business is not growing as planned, the...

Transformation is a radical change. Change does not happen without people. However, we know it is challenging to lead change in the organisation. The complexity increases with the number of employees, capacity, capability, management structure, autonomy, and other...

We are unlikely to bother if we know we can get away with it. Whether they are traffic rules, safety equipment, or general cleanliness. We are lazy by design. We are likely to skip if we know we can get away with not doing something. Knowing this dynamic, it is the...

The quality of my interstate family trip is highly dependent on the preparation of the trip. Similarly, the success of winning on the battlefield is highly reliant on its preparation. Before embarking on any significant change, it is vital to prepare for the change...

In my life, many things fit in the category of – what I don’t know, is what I don’t know. However, there are many things that I know I need to learn, change and adapt, but I am lazy to take action. When I compare myself with a year old of myself, I conclude how naive...

Opportunities are endless. However, we don’t see them equally. Few of us see an opportunity in solving big problems; others may see it in bypassing them. Few see opportunity in forcing our way through; others may see it in developing consensus. Few see an opportunity...

Customers are so impatient that it drives me crazy. Customers are impatient. We need to do a better job of managing their expectations. ------ Employees show no interest in business improvement. We are not getting anywhere. Employees show no interest in business...

Three woodcutters were engaged to cut trees within five days. The owner of the block decided to allocate each woodcutter a separate piece of land. The landlord agreed to pay them based on number of trees they cut. The first woodcutter worked harder than the other two...

Enterprise Business systems appear to be complex. However, what they do is quite simple. These business systems facilitate the data-capturing process from various collection points—for example, end-user data entry, machine data. They undertake complex calculations...

It is not about what we get; instead, it is about who we become! It is not about losing weight overnight. Instead, it is about learning to be disciplined so we never become overweight. It is not about getting rich by winning the lottery. Instead, it is about learning...

If I teach a group of students, I may get frustrated because they are not making the progress I expect. I may feel it is not worth it. It may seem that I am alone who is pushing for new learning for them. I may label my students as insincere, lazy, or even dumb....

We have a natural inclination and interest in learning certain subjects. However, our teacher can drastically change our interests. For example, I may hate history, but I may develop a genuine interest in learning because my history teacher helps me to relate to it....

Not all problems need solutions. They are simply not worth solving. So, it is best to leave them alone, and they may go away. We must manage a few risks proactively before they become issues or problems. So, we must watch them like a hawk and get them sorted. Few...

We like to be more busy than effective. Ask anyone in the business - how things are. The standard response is “Busy”! Pretending to be busy is like a status symbol. However, merely being busy does not mean much. We may well be busy digging holes and filling them. What...

Our brains are designed to make quick judgements. Among the group of people, a person with grey hair, a nice suit, and a fancy title on his business card may appear as an important person. At the same time, we may ignore a young ordinary-looking guy. We don't know who...

In human interaction, we project who we are at that specific time. Suppose I hear you with intention. It may mean I care about your message. Similarly, if I am shouting, it means I am projecting my anger. As long as I am not concealing my real emotions, my...

I am fortunate to experience the different types of managers and their management styles. I respect managers who can roll up their sleeves and do the work they are delegating. They often know precisely the time, potential risks, and unknowns within any process. They...

I am terrible at doing handy work. I am mediocre at best when it comes to spring cleaning our little garden with a few fruit trees. My default position is to do it with minimal time and effort. It should be good enough to meet family expectations. By the way, their...

The following dimensions may help to develop a strong business case for your project:

During business process mapping, we identify various issues in the process. These issues can be due to bottlenecks, business systems limitations, or lack of training. Many times the Business stakeholders know the solutions to the issues too. As a few of the solutions...

Most prefer taking Panadol over resting and eating well. Often, it is too tempting to fire the employee we dislike rather than adapt according to their style. Similarly, we tend to spend money on marketing the average product rather than refining the product. Quick...

It is painful to acknowledge a small project getting out of hand. I have made this mistake a few times. I underestimated the grief a small little project can cause. The lesson learnt is to manage a small project respectfully and develop a light methodology to manage...

Should you have one software to manage all the processes within your business? Imagine one enterprise-wide software used by your Finance team, Inventory, HR, and all the other departments. The other option is that you have specialist software for every department....

The success of any journey depends on its preparation. The Digital Transformation journey is no different. One critical preparation area is freeing time for the senior managers (C-suite, General Managers, Department heads) so they can take an active role in...

I have come across Businesses in an extreme deadlock position. The organisation may have been in its comfort zone for years. They do not invest in technology or actively seek to enhance processes. Most employees eventually feel trapped by traditional business systems....

To make a perfect dish, we need a coordinated effort of planning, preparing and executing the tested recipe. Similarly, to win a game, we need experienced players to put every effort to coordinate and beat the opponent. The project execution is not different from the...

I have come across the following types of organisations: Discussion lovers: They love to talk, gain everyone's perspective, and try to keep everyone involved. The management keeps its people happy. No major disruptive decisions are made, and the organisation continues...

Whenever we find issues and failures within projects, the vendors, ex-Project Manager, and ex-Team Members are likely the culprits. They have a track record of screwing up consistently. They know this and no longer take the blame personally. The mature ones even think...

We will deliver the Statement of Work (SoW) by Monday. However, there can be further delay if we cannot receive the estimates. We can Go-Live as per the plan, assuming there are no further issues. We can hand over the product to the Support team if the Developers...

Business Process Mapping may sound like a good idea. However, note that mapping business processes with the input of internal departments is merely collecting one viewpoint (internal employees). We may miss the viewpoint of our customers, suppliers, regulators,...

In B2B sales, we think we are powerful as customers. The vendor's job is to understand our requirements, problems and offer solutions that fit our needs. The vendors try to develop a good relationship with us and adapt to our priorities and constraints. For instance,...

What is so special about Ford, Tesla, Apple, Dyson, and Open AI? These companies did not ask customers what they needed. Instead, they did hard work and imagined what their customers should have. Whether it is an affordable car, an electric luxury car, iPhone, iTunes,...

The success of our journey depends on how well we have prepared for it. Projects are not different. Projects are a journey to move from existing to the desired state. If we feel projects are painful, it may have to do with our preparation before their start. We may...

In B2B sales, the Sales team’s role is to help us decide. Making an executive decision is a difficult task. So, if someone is facilitating this process, then there is an opportunity for us to show appreciation. After all, the Sales team is helping us decide at almost...

In business and life, making the right decision may not count much. To be successful, we must learn to make the right decisions consistently and efficiently. So, having a refined decision-making process is more important than making the right decision. Things that...

More businesses are likely to fail due to a lack of decisions rather than bad decisions. Projects go south rarely due to bad decisions; they are likely to fail due to executives sitting on the key decisions. Many people live in misery not because they don’t have...

In business and life, we usually know our next step. It could be an investment decision, dealing with business problems or making critical decisions on available opportunities. Generally, we understand what our next step should be. However, calling another meeting,...

Our extraordinary listening skills, ability to lead, strength, courage, ability to persevere, and dedication can be one of many gifts. The point is, what do we do with the gifts that we have received? Most of us compare our gifts with others and either take pride or...

Taking care of someone is our choice. It is not due to our capacity, skill or capability. Instead, it is due to the virtue of the management decision stipulating that – we care! Customer service, employee care or supplier relationships does not happen by accident. Nor...

Yes, software implementations are too complex. During the implementations, we find it hard to articulate requirements. The development work takes too long. It takes ages to test and get it right for the Business. The Business stakeholders keep changing their minds and...

We can solve a problem in a million different ways. The key is understanding the problem's context before jumping straight onto it. For example: What is the problem's scope, constraints, dependencies, pain point, upstream and downstream processes? Who are the...

When I look at someone from a distance, I naturally form opinions and have judgements about them. Over time, when the same person comes close to me, I get an opportunity to learn more about them. It consistently reminds me how wrong my original opinions and judgements...

We can plan to control our actions but not the outcomes of our actions. When we say that we expect to improve the customer experience by 20% with the CRM implementation, it is mere anticipation. We are likely to have little influence over the outcome of the project....

Sometimes it takes a few times to start liking a song. It does not impress us the first time. But we eventually start loving it as we hear it more and more. It may take us some time to start liking a dish. The first few times, we may swallow it. But, eventually, we...

Sometimes we plan, work hard, persevere and still do not see the intended results. Other times, we sit back, relax, and don’t even think about our goals. Suddenly, circumstances change overnight, and our goals appear so attainable. Life has mysterious ways of...

In a business, we may decide to slow down, stop, or take a breath. We must know that while slowing down, the world around us will continue to move ahead. The market growth, technological advancements, and competition continue to move forward and challenge our business...

Walk the talk is difficult! As knowledge is becoming a commodity, talking is becoming easier. For instance, we can read a book, ask Chat GPT, undertake a course, and learn about leadership. Then, we may decide to talk about our newly acquired knowledge. For example,...

Most of us never go underwater wearing our prestigious divers watch. Many will not get onto the basketball court with their favourite Jordans. We may not do any sport on our luxury sports sedan. These are all marketing hooks, so we spend money and feel special. They...

When I see myself on the top, all others appear small and feeble. And, when I see myself with humility, all others seem to be part of me. When I see the fulfilment in achieving the goal, the journey tends to suck. And, when I see the fulfilment in making progress, I...

Do you ever wonder what is the difference between an artist and a leader? An artist is the one who creates art. He may have made pieces of art one or multiple times. We still refer to the creator of art as an artist. However, to be a leader, we must have to lead...

Our real values may not be what we publicise on our website, flyers and posters. Our real values are a reflection of our current state of business. For example, the high employee turnover, manual processes, lack of a safe environment, and non-compliance notices from...

Without a doubt, our day-to-day work (Business as usual – BAU) is keeping us busy. Any initiative that will make a real difference in our business is likely to be on our back burner. Why? Because we can say to ourselves and our stakeholders that we are busy. BAU work...

There is always a better way of doing things. It may be automating and streamlining business processes, improving system integrations, or improving decision-making with business intelligence. There is no limit to improvement. The problem is that we get so used to the...

Are you wondering if you should engage a consultant to assist in the selection of enterprise software (ERP, HCM, Asset Management, CRM)? You may be wondering what value they may offer. You may be considering getting someone from your organisation to select the...

Problem 1: I am overweight. Solution 1: I started taking weight loss products. Problem 2: My weight is decreasing, but I feel constipated and dull. Solution 2: I started taking fibre supplements and drinking black coffee to stimulate my brain. Problem 3: Drinking...

Sometimes the thing we are looking for so desperately is in our hands. Often, things are right before us, but we cannot see. Similarly, solutions to our problems are so obvious, yet it takes too long to realise. In all these situations, one thing that always helps is...

Let us not limit our thinking by assuming that vandalism is constrained to damaging private and public property. Vandalism, at its core, is a deliberate act of damaging assets. The assets can be software assets, technology, or even process and procedures. Suppose the...

Imagine a world without nappies, GPS navigation, or even a microwave. These innovations have become such an integral part of our lives. Yet, for centuries, humanity has prospered without them. A few years from now, self-driving cars, robotic servants and drone...

One of the easiest ways to kill continuous improvement is by asking our team – Don’t give me problems; give me solutions. Some are wired to find problems, while others are skilled in developing innovative solutions. So, often it is counterproductive to expect our team...

Leadership is not about taking pride in fan following or the size of our team. Sometimes leaders decide to march alone. Their purpose can be more significant than themselves. So, they put everything into the cause they are serving. They stand strong to fight for their...

Revenue, number of offices and headcount - is just one way to measure the significance of the business. Unfortunately, it is one of the most common ways. The significance of business is multi-dimensional. It could be its purpose, social impact, employee experience,...

We often make decisions based on emotions and justify them logically. But what can we do about emotional decision bias? Consider formally reviewing and refining decisions with a fresh perspective, new data and experience. Consider the following examples: In the...

Change management can be a misleading term. Often we have limited influence over change. Hence, we can not often manage the change. Instead, we can predict potential changes and prepare for them. We can strategise and prepare to adapt to the change. We can plan to...

Managing a team needs our valuable effort, time and resources. It is much more efficient to direct them (rather managing them). However, it is possible only if we know enough about our people. Precisely, their strengths, weaknesses, dreams, aspirations, drive and...

Many brilliant products have failed because they were released at the wrong time. They could be decades ahead of their time.Many decisions are never made because the seeker approaches the decision-makers at an inappropriate time.Many investment decisions fail simply...

If I want to transform into a marathon runner, I must first make a committed decision and start to develop a belief system of a marathon runner. My beliefs will guide my daily decisions and my decisions will help me to develop new habits. Out of new habits and...

In technology initiatives, the vendors have numerous motivations to complicate simple things. The greater the complexity, the more professional service hours are necessary to finish the work. Adding to the professional service's bottom line. Further, more software...

The great idea I had three months ago, may well be quite stupid today. The methodology that worked for ten projects before, may not work in the current project. The perfect plan I formulated a week ago, may well be all wrong today. We may like to think that we are...

Digital Transformation is a long marathon. Let us not exhaust everyone by continuously running and stressing. People are likely to burn out midway through the initiative. Plan for it as a marathon where the specialist teams get together to offer a joint coordinated...

We love to have ‘more’ - bigger, better, unique and special. In business and personal lives, we are on a constant hunt for more. For example, bigger houses, more profit, more employees, more customers and so on. There is nothing wrong with finding more, but there is...

Winning is great! We all play, work, and perform to win. We work hard, learn things we hate, and persevere to win. Yet, we hear the importance of failure. And not the significance of winning! We hear that failure is a great teacher. Our failures teach us what didn’t...

We all need attention from someone we value or care about. From toddlers to the elderly, seeking attention is one of our basic needs. We love to demonstrate our effort, expertise, courage, commitment or any other qualities. It is human nature to seek validation,...

Sometimes we feel stuck. As our next step appears to be a big jump. We think there is a risk. We feel overwhelmed and confused. Hence, we often make no decision and make no progress. In business and personal life, we experience such situations. For example, investing...

Things that worked for us yesterday and made us successful may not work today. Our old tricks to optimise operations and save costs may not be relevant today. The perks and incentives which were special before may have become a norm today. The point is that there is...

One of the biggest challenges I encounter is to stop thinking about myself. To get me out of my mind and focus on others around me. However, whenever I can give quality time to others, I feel liberated. By quality time, I mean listening with genuine interest and...

For a few teams, everything is too difficult. Most tasks are complex and full of risks. Projects take too long. Most meetings end up with more meetings but no concrete outcomes. The team members want to protect themselves from vulnerabilities. Everything appears to...

Life is a journey, we must keep going. or, We must practice mindfulness to live our life the fullest. or, When we set goals, we do not rethink, we put everything to achieve them! Advice like the above is going to be very shallow, useless and possibly frustrating for...

There is a common misconception that managing change is the job of a Change Manager. Change is constant. Slow or fast, there is a constant change within our environment. Our external influencers (economy, technology, competition, customer priorities), and internal...

In our daily lives, we frequently enjoy accumulating more stuff. The bigger, better, latest, fancier, and trendier, the better. Similarly, we frequently seek to expand our influence and power. We're putting in time and effort to fulfil new desires. It appears we are...

Why is it so difficult for us to actively listen?Why don't many of us make an attempt to speak effectively? For example, we do not think before speaking. Likewise, we do not create intellectual narratives. We do not communicate intentionally, altering tone, volume,...

Private corner offices, fancy job titles, and people vying for our attention are all indicators of power and influence. They frequently boost our egos while hurting others' egos.Leadership is a reflection of our character, not a position or status.There must be a...

What do luxury watches, purses, and automobiles have in common?They are significantly more expensive. They may not be widely available, which adds to their rarity. Their possession inflates our ego since they indicate wealth, elite status, and position.There is a...

Most common things are assumed to be commonly available. However, common sense is an exception. Common sense is uncommon! If we observe ourselves closely, without thinking, we repeat our past patterns, habits and approaches. We tend to do things the way we have always...

Band-aid remedies make sense!They are a fast fix, allowing us to move on and focus on more serious matters.They are inexpensive, so we can save and invest elsewhere.We don't need to wait for a professional, either.The issue arises when we do not know where the...

Refer to the generic business reference model for a holistic view of any organisation. Use the reference model to gain a big-picture understanding of your business.

Types Of Requirements! 61+ and counting....

Meetings are frequently regarded as a waste of time within organisations. There have been numerous strategies and tips for shortening meetings. We've been working hard to keep meeting times to a minimum. As a result, various tactics, such as stand-ups and planks, are...

Women have long been denied their fundamental rights. Sati pratha was widely practised in India for a long time. Similarly, apartheid was widely practised as a legal principle.Various parts of the community struggled for their rights over time, shedding blood, tears,...

If we cannot recognise good qualities and strengths in others (people, organisations, or communities), it is merely a manifestation of our own emptiness.

As a contractor, completing a six-month project in three months may result in a pat on the back and a notice of premature contract completion. On the other hand, if I complicate matters, I may be given the option to extend my contract.My profile as a project manager...

The true essence of transformation: Transformation is the planned and coordinated move from our current state to our desired new state. Organisations, things, and people are always changing, but not always transforming. Transformation is a deliberate effort that takes...

Why wait until the end of the project to communicate the lessons learned? Every day, lessons are being learned. Why not add five minutes to the end of recurring meetings to share and discuss lessons learned?Furthermore, knowing something is not the same as learning...

The world around us is evolving at an unprecedented rate. Workplace culture, ethics, and methods of operation are continually evolving. As a result of technological breakthroughs, the landscape of our working lives is shifting. In the midst of such huge disruption,...

When God creates us, he quietly says to our ears, "I have not created anyone else like you; you are special."One of my friends told another friend about it to help him overcome ego and pride issues. Most of us are wired to believe that we are unique, we are smarter,...

There are likely valid explanations for where we are presently. We might desire to advance, expand, and win more. However, we are more likely to stay where we are until we acknowledge the factors that are holding us back and take consistent action to unleash our...

Our activities, ambitions, plans, and motives are all centred on the fulfilment of our hopes.

A man who knows nothing about music can tell when a musician has messed up. Toddlers can sense when their parents are not in a good mood. Our visage is, in fact, an indication of our mentality.When we make mistakes as leaders, our natural impulse is to hide, deflect,...

Disease, confusion, lethargy, and other negative forces are continually working to make our bodies, societies, and organisations weaker and dysfunctional, only to push us backwards.We will automatically regress if we do not consistently push forwards with positive...

Consider your Customer Relationship Management (CRM) system making suggestions for Sales and Marketing strategy. The CRM assessed your sales data over the previous ten years, as well as publicly available data on consumer purchase tendencies, competitor products,...

Gifts like a smile, active listening, patience, curiosity, and humility are priceless. They assist us in developing strong rapport, trust, and relationships with our colleagues, customers, and workers.We frequently give these presents to others, but they are often...

The customer lifecycle consists of five stages: awareness, engagement, conversion, retention, and loyalty. It is likely that at some point a few of our consumers may discontinue the partnership. Sometimes, it is unavoidable, so, rather than resisting, it is much...

Human interactions are intricate. Two people can have the same conversation twice (word for word) and have different results. So many elements influence the outcome of our talk. For example, our mood, other aspects of our lives, sleep, workload, time of day, day of...

As leaders, we must learn to build rapport, develop relationships, and form partnerships. Let us not, however, assume that we can form genuine relationships with everyone. There will always be a few people with whom we cannot actually connect. It may be because of...

The majority of suggestions we get are free. Many of them are provided to us by people who care about us, our cause, or the topic at hand. We have several options when someone offers us this gift. We can use the gift to do something beneficial. We can accept it but do...

Relationships are like delicate dances, and to waltz with others successfully, we must first grasp their wants, expectations, and pain points. We develop trust and rapport when we show up for people and provide a listening ear.This is true not only in human...

Have you ever come across a product or service that is so average it's forgettable? We've all encountered these types of offerings - they're not terrible, but they're not great either. Well, here's the thing: if we want to be superstars in our industry, we can't...

As a business, we may assume that our customers expect us to deliver great products/services as quickly and cost-effectively as possible. However, this assumption may not be entirely accurate. There are different customer segments have varying priorities and...

Had I been born into a wealthy family, the concept of the value of money might have eluded me entirely. Similarly, if I had been excessively attractive, I could have become preoccupied with trivial matters. And if I had been inundated with an abundance of customers,...

As leaders, we are often fixated on achieving success. We read, listen, and write about it. We preach about the lessons failure can teach us and how it leads to success. We honour young entrepreneurs in the town. Many magazines print lists of the most influential...

As individuals in leadership positions, we have a certain degree of power. We have a choice as to how we want to utilise the power. We can choose to encourage our Project team to be more vocal and flag issues that may be hindering the project's success. Alternatively,...

When we embark on a journey with children, they are typically eager to arrive at their destination. They often ask how much longer until we get there. As responsible adults, we encourage them to appreciate the journey and enjoy the ride. However, in both our personal...

The abundance or easy availability of things often leads to a decrease in their value. You may have noticed this when you finally purchase the dress you've been eyeing for months, only to have it sit unused in your closet. Or perhaps you've become bored of the fruit...

When we fall in love with a product or service, our infatuation knows no bounds. We obsess over it, willing to pay exorbitant prices and wait for months on end. We may brave any weather to queue up for it, just to be among the first to experience it. Once we finally...

Getting an organisation to act on innovative ideas is often a challenge. As a leader, it can be difficult to get key stakeholders on board to move forward with these ideas. So, what can you do to sell your next innovative idea within the organisation? Initially,...

As we navigate through life and business, we encounter a multitude of unpredictable factors. What may have once been a surefire method for success can suddenly prove ineffective. We may find ourselves experiencing unexpected setbacks and pleasant surprises (world of...

Amateurs inquire about what customers want, while professionals pose the right questions to uncover and guide what customers truly need. SP Singh

As a business, we may offer many channels for our customers to reach us. From phone calls to emails, SMS to website forms, mobile apps to in-store visits, and even interactions with our warehouse and partner websites/platforms, the possibilities are endless. However,...

Changing business processes and automating them is often a difficult task. The work itself may be straightforward. But, often the real challenge in automating Business processes is the people. In enterprise-wide projects, stakeholders often have their own priorities...

It's possible that we eat out of boredom, or shop to alleviate stress. Perhaps we run to escape from ourselves, or give; in the hopes of receiving more. Some of us buy things to pretend to be someone else, and others pretend to listen only to prepare to speak next. We...

We mistake a brand for a logo, artwork, colour palettes, and other marketing gimmicks. But a brand is much more than that - it's a symbol that represents an organisation. And more importantly, it represents the people who stand behind that organisation. What do they...

Consider the scenario where you provide a service to a customer only once in their lifetime. Should you still maintain an ongoing relationship with them? This is a common question for businesses like funeral planners, wedding planners, and first-home builders. They...

Retaining existing customers is a more cost-effective strategy than acquiring new ones. This applies to both B2B and B2C environments. However, it is not always easy to retain customers, as their needs and preferences change over time. As customers age, their...

As wheelchair manufacturers, we must consider the needs of the disabled and their caretakers. For instance, the ease of transporting the wheelchair in and out of a car should be taken into account. Similarly, when designing toys, it's important to consider the child's...

Idioms like "if it ain't broke, don't fix it" and "don't rock the boat" are so commonly used in business. They convey the idea that if things are functioning adequately, then do not interfere with them. On the surface, this advice appears sound. However, is it truly...

There are two mentalities in business: transactional and relational. The transactional approach focuses on the maximising gain from the customer. Whereas the relational approach prioritises maximising value to the customer. Hence, the aim is to develop long-term...

Investing in Customer Relationship Management (CRM) can bring many benefits to businesses. There are two main intentions behind the such investment. The first intention is to increase marketing and sales activity. Using CRM organisations can implement smart funnels...

It's easy to become complacent and think that our customers love us when we're at the top of our game. But the truth is, customers don't really care about us as a company. What they care about is consistently receiving excellent products and services that wow them. To...

Our minds have a natural affinity for novelty, be it new facts, stories, news, or captivating images. Seeking out new information is a convenient way to keep our minds engaged, and it gives us the illusion of progress. However, the harder path is to turn that...

Our desire for attention often blinds us to the needs of others, leaving them without the attention they long for!

Our prospects and customers seem to be occupied and may not be inclined to invest in our offerings at this time. We may assume that they lack the necessary time or funds to engage with us, but this is not the full picture. Time and money are valuable resources that...

If we are a boutique home builder, we may not need to rely on social media marketing to reach our target audience. Instead, we can consider utilising golf courses to network and be our more effective platform. Similarly, if we are in the digital waste management...

The belief that “The customer is always right” has become so deeply rooted in our culture that we often accept it without question. As customers, we may use this belief as a shield to justify our behaviour, whether it means breaking promises to vendors, changing our...

Sir Richard Branson's famous quote states, "Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients." While this quote highlights the importance of employees in organisations, it's important not to take...

Here are some key fundamentals of effective CRM strategies - (Customer Relationship Management - CRM): • Building strong relationships with customers requires a deep understanding of their perspectives, problems, needs, desires, and expectations. • Relationships...

As a business owner or executive, if you are experiencing minimal complaints, returns, or incidents, there are two possible explanations. Firstly, you may have exceptional delivery capabilities (Type 1), or secondly, you may have inadequate methods to report such...

As business owners and senior executives, we often have a very inward-facing focus. We set sales targets, marketing goals, and other arbitrary targets, thinking that working hard and pushing to sell more will inevitably lead us to success. Unfortunately, this method...

As a leader, it is essential to understand that listening is more than just comprehending and interpreting the words spoken by others. It involves utilising all of our senses, along with our heart and mind, to observe, feel, and comprehend the overall experience of...

Frequently, our focus tends to be on ourselves, and we unconsciously consider what we can personally gain from a situation. However, outstanding leaders consciously strive to understand how everyone can benefit, effectively communicating the advantages to them. They...

It's common to believe that we, as humans, are logical and rational. We are making decisions based on facts and reasoning. However, this notion is far from reality. The truth is that stories play a significant role in our decision-making process. In fact, when we fail...

It's human nature to have a fondness for the past, often looking back on memories and proclaiming how great those days were. We reflect on the good old days, cherishing memories, and telling everyone how amazing those times were. However, in reality, we may not have...

As a business owner or executive, it's important to recognise that the state of our company's information processing can have a huge impact on its overall success. If our manual processes are causing chaos and inefficiency, it's easy to make excuses and blame external...

Charismatic influencers possess an innate ability to establish rapport with others and draw them in. They captivate us, appeal to our emotions, and entertain us. However, if we are not careful, they can exploit our weaknesses and take advantage of us. They might sell...

As business owners and executives, it's easy to become overwhelmed by the demands of our work. We can start to believe that the entire world relies on us and that our absence would cause everything to fall apart. This overconfidence can lead to a delusional state in...

Self-motivation is a rare commodity! Despite the vast amount of useful information available, it can be challenging to get people to read and absorb it. Likewise, teaching and training individuals in new skills can be a daunting task, often met with resistance due to...

Many of us have been guilty of tuning out during general project status updates, as well as other sections of speeches related to our businesses. Unfortunately, when we are the ones delivering updates, the results are often no different. While our team members,...

As an executive or business owner, implementing enterprise software can be a significant milestone for your organisation. It requires careful planning, budgeting, and collaboration between different departments. Once the implementation is complete, you may be tempted...

As leaders, we are constantly faced with an overwhelming number of choices in our daily lives. From selecting a movie on Netflix to choosing a logo for our companies, the options are endless. We understand that it can be easy to get lost in the sea of options and...

As Business owners or executives, we understand that growth is crucial for the success of our organisations. However, it's not just about adding new products or expanding into new markets. It also requires a willingness to let go of old constructs and form new ones....

As humans, we have a natural tendency to hold onto what we have, whether it is our possessions, relationships or even our beliefs. However, in order to progress and achieve our goals, we must be willing to let go of what we have and destroy what we have built. This...

As leaders, we often encounter team members who may not be as motivated or driven as we are. They may lack the same level of dedication, courage, or skills to get things done, and as a result, they may not be giving their best effort. It's easy to fall into the trap...

The journey of leadership involves a gradual transformation. However, what is the ultimate goal of this journey? The ultimate goal is to remove ourselves from the equation. The focus should not be on ourselves, but on the final intended outcome, we are striving to...

As leaders, we have the opportunity to improve our approach to welcoming fresh talent into our organisations. It can be disheartening to hear individuals new to the given profession -introducing themselves with phrases such as, "Oh, I am just a junior Developer" or...

It cannot be guaranteed that our efforts will lead to success, no matter how much we strive. The plan we crafted yesterday may no longer be relevant today, and the strategies and tactics that helped us in the past may no longer be sufficient. We are confronted with a...

I am grateful for the doors that were closed on me. Looking back, I realise that I used to measure success by the thrill of entering through new doors, without considering where they would lead me. I was directionless, desperate and eager to chase every new, shiny...

Effective communication is essential, yet many struggles with it. There are countless books and resources available on the topic. However, we still encounter challenges in conveying our message clearly and getting our point across. So why is communicating effectively...

Not-for-profits are on a mission to make the world a better place. But how can we measure their success? It's not as straightforward as measuring profit margins, but there are still key indicators of achievement that executives should pay attention to. The following...

As entrepreneurs and executives, it’s easy to fall into the trap of thinking we can just wing it. We might be in the habit of bouncing from one meeting to the next with little to no preparation, convincing ourselves that we can handle whatever comes our way on the...

In today's fast-paced world, where information is readily available at our fingertips, people are increasingly seeking ways to be entertained and educated simultaneously. While pure entertainment can be enjoyable for a short time, it is quickly forgotten and does not...

If a child has a nut allergy, simply preventing them from eating nuts may not suffice. A holistic solution is needed to ensure they are not exposed to nuts, whether knowingly or unknowingly. Similarly, if an adult is overweight, reducing their food intake alone may...

Why do the places where people intend to catch up always seem to be filled with deafening noise and blaring music? Why is it that when tough times arise, friendships and close relationships tend to dissolve? Why do powerful nations often escape unscathed even after...

Labels play an important role in organising/categorising things and information. However, labelling humans can be problematic. Despite this, we have various labelling systems that we use consciously or unconsciously to categorise people based on various dimensions....

As humans, we tend to label and categorise individuals into distinct groups. This makes it easier for us to make comments and judgments about them. One such label is "leadership style", which includes categories such as Servant leadership, Participative leadership,...

Not-for-profit organisations (NFPs) and for-profit organisations have fundamentally different objectives. While for-profit organisations aim to generate revenue for their shareholders, NFPs are mission-driven and focused on creating social change. However, despite...

Many commonly used article headings, phrases, and slogans have lost their true meaning due to their frequent misuse by salespeople to make another sale. As a result, we have come to accept them as business facts without even questioning them. Examples of such phrases...

As a Project Sponsor or Executive, it's common to think that once an enterprise software (ERP/CRM/HCM) implementation is complete, the project is done, and it's time to celebrate and handover to support/managed services. However, this viewpoint is narrow and overlooks...

Before starting an enterprise software project, there are numerous tasks that must be completed. To ensure that everything has been addressed, please download the checklist.

Adversity teaches us lessons, and COVID-19 was no exception. During tough times, we enter survival mode, becoming self-centred and opportunistic. We behave as though there's no tomorrow. During the pandemic, people hoarded everything from toilet paper to oxygen...

We all have moments when we're faced with a decision that we know we need to make, but we just can't seem to commit. Maybe it's because we're afraid of failing, or because we're not quite sure we have all the information we need. Whatever the reason, it's easy to make...

Leaders must recognise that physical strength and appearance don't necessarily translate to real-world abilities. Similarly, the skills and behaviours we train our staff for can significantly impact our company culture. Just as someone who trains their body for...

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