Business Performance Management During Crises And Recessions

A global recession such as we are all suffering is not easy for anyone.  Some companies will not survive since sloppy business practices only work in good times.  The half-full glass can thus be seen as a time of opportunity for the survivors who apply high performance practices.  On the other side of the recession, the survivors will be in good shape and will have less competition.

That message is to be found in a Business Interview in The Hindu: Hard-edged diagnostic of business is critical in a downturn. The Four Laws in the book, ‘Breakthrough Imperative – How the Best Managers achieve outstanding results’, are fundamental.

  • Costs and prices always decline.
  • Competitive position determines options.
  • Customers and profit pools don’t stand still.
  • Simplicity gets results.

Mr Mark A. Gottfredson, a co-author of the book, and a Partner in Bain & Company, Inc., US, affirms that the Four Laws are timeless concepts that work in economic boom times and in times of downturns. A performance improvement diagnostic using the four laws will identify the key imperatives for surviving the downturn and for gaining advantage as the market turns back up.

The Four Laws in a way reflect a view on what is happening around and outside the company.  The Balanced Scorecard approach (bsc) suggests that the organization should consider its strategy with respect to four key dimensions, rather than only the Financial dimension.  These dimensions are:

  • Financial
  • Customer
  • Learning and growth and
  • Internal processes

A do­wn­t­ur­n­ bsc  forces a­ mo­re h­o­listic view­ o­f­ p­erf­o­rma­n­ce as o­rga­n­iz­a­tio­n­s develo­p­ a­n­d review­ their stra­tegic o­bj­ectives, rather than just adopting a shedding-assets and cutting costs approach.  Taking the right corrective actions in line with your recession scorecard  means that the organization will be in the best possible shape once the recession passes. 

Weaker competitors who do not adopt this downturn scorecard approach will either not survive or will have fallen back in their competitivity.  The Chinese curse says, ‘May you live in interesting times’.  Provided you take the right steps that curse can signal an opportunity.

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How Businesses Can Survive The Recession

Nuclear Winter and Surviving This Recession sounds exactly like the advice that most companies need given the gloomy situation all around.  This is a time for making sure that you are running the best business possible. 

As the recession starts to pummel Silicon Valley and as layoffs pile up, organizations are saying, ‘what is the absolute nuclear winter? Let’s plan for that.’ What you’re seeing now are organizations putting those plans into reality.

That may involve rethinking your business model.  That is exactly what Kevin Kelly, CEO of executive search giant Heidrick & Struggles has done as explained in a Business Week article:

Over the next five years, Heidrick & Struggles will change its strategy dramatically. While executive search is currently more than 95% of Heidrick’s business, search will shrink to 50%. Leadership advisory services will expand to roughly 40%, and developing new technology tools for consultants and clients will become the remaining 10%.

A number of people are coming out with checklists and interestingly that business model revision is at number one in a Small Business checklist from Los Angeles.  Here are the Top 10 survival tips they recommend.

  1. Revising the Business Model
  2. Reducing Employees or Work Hours
  3. Cash Flow Issues
  4. Efficiency and Reducing Bills
  5. Taking the Offense by Marketing
  6. Customer Service and Incentive Discounts
  7. Partnerships and Alliances
  8. Seeking Professional Advice
  9. Watching Key Indicators
  10. Staying Healthy and Positive

There are some similarities with another list that the BBC put out only a month or two back on How small firms can survive recession.

  1. Don’t panic.  Get the facts
  2. Work out where you can make savings.
  3. Are you spending on things that don’t make a real difference
  4. You can save money with energy efficiency measures and reusing and recycling.
  5. Maximise your productivity.
  6. Know who your competitors are and what they’re up to.
  7. Cutting prices isn’t the only way to increase demand. Can you make your product more attractive without a lot of extra cost?
  8. Don’t forget that not everyone will spend less and those who do may cut back on other products and buy yours instead.
  9. If you’re lucky enough to be able to invest, get ahead of the game for the upturn.
  10. You do have to make sure you get paid on time or your cash flow will suffer
  11. Is there as much money in the bank as there should be?
  12. Stop using expensive advisers and use the free services available

It is interesting that companies are encouraged to see how they can beef up their services to clients so as not to lose revenues.  If the competition in fact is not doing this then this creates an opportunity for a real competitive advantage

Part of this thinking involves customer service and according to a survey from the Institute of Customer Service (ICS) the Recession is ‘boosting customer service levels’.

With consumers seeking value-for-money products and services, companies are making greater efforts to impress their customers, keep them happy and prevent them slipping into the clutches of competitors. With satisfied customers much more likely to return and remain loyal, good customer service is vital to survive the recession

It is essential to stay on top of all these issues.  There is a good deal of work involved in these checklists. However stay optimistic and perhaps  this may be the time when you can steal a march on your competition..

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Guy Kawasaki Reality Check Reviews

It is perhaps fitting that the new blog, Viral Conversations, created by Michael Gray  should be part of the viral publishing process that Guy Kawasaki has put in place for his new book Reality Check.

I and many others received a copy for review.  It has taken me until now to wade through the 460 pages in the book.  I can certainly confirm that he delivers what his website promises:

Reality Check is a compilation of Guy’s best wit, wisdom, and contrarian opinions in handy book form. From competition to customer service, innovation to marketing, he shows readers how to ignore fads and foolishness while sticking to commonsense practices.

One advantage of really reading it at length is that by now there are many other reviews around.  Thus it is possible to compare and contrast what one feels with what others are saying.  Here are some of the others that came onto my radar screen.

I find myself agreeing with some of the majority views being expressed in these.  The book is long but has some interesting and thought provoking sections.  It is a book to dip into, and rarely will you be disappointed.  If you buy business books or have a friend who likes to receive business books, then it is worth buying this book.

Standing back a little and taking a more critical view, the following picture is perhaps the best overall review of the book I can offer. 

guy kawasaki reality check review

Guy Kawasaki is a very prolific writer.  That perhaps is most clearly confirmed by Robert Scoble’s assertion that Guy would rather give up his cell phone for a week than give up Twitter for a week

His ideas pore out like a tumultuous whitewater river.  Although the book attempts to put some structure around the torrent from his blog, it is an almost impossible challenge.  For that reason I think the book’s title is a misnomer.  Reality Check suggests that this volume could be used in some check-listing way to ensure that a business is operating with its feet on the ground.  Such a tool would have required much more streamlining of content and rewriting. 

The book in some way is a paradox.  Print newspapers in general are finding that they must streamline their content to better serve their online audience.  Here we have the reverse process in action.  Online content is packaged uncondensed in a printed form.  For myself the most satisfying way of enjoying the book is to dip in from time to time.  In a way it is just the same way that I enjoy reading the original source material on Guy Kawasaki’s blog. 

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Outliers: The Story of Success: Malcolm Gladwell

The Story of Success from a thought-provoking writer like Malcolm Gladwell is always something to watch out for. His previous books, Blink: The Power of Thinking Without Thinking and The Tipping Point: How Little Things Can Make a Big Difference, both captured important aspects of the online world.  His latest book, Outliers: The Story of Success, is a reflection on the more tangible world of human society.  Again he is pointing out what should have been obvious, but what you may have missed.

You can read more about the book’s content on Gladwell’s own website.  In particular he summarizes what you may get from the book:

What do you want people to take away from Outliers?

I think this is the way in which Outliers is a lot like Blink and Tipping Point. They are all attempts to make us think about the world a little differently. The hope with Tipping Point was it would help the reader understand that real change was possible. With Blink, I wanted to get people to take the enormous power of their intuition seriously.

My wish with Outliers is that it makes us understand how much of a group project success is. When outliers become outliers it is not just because of their own efforts. It’s because of the contributions of lots of different people and lots of different circumstances— and that means that we, as a society, have more control about who succeeds—and how many of us succeed—than we think. That’s an amazingly hopeful and uplifting idea.

If you are wondering whether Outliers has something to do with Chris Anderson’s Long Tail, then you’re on the wrong track. Anderson was pointing out that we are all different in so many ways.  Gladwell on the other hand is focusing on the really far out extremes.  What can we learn from those who are successful and who seem to be very different from the rest of us.  Think of someone like Bill Gates for example.

If Gladwell’s latest book is not for you, there are two others that seem very popular at the moment.  If you want to drop a hint to your significant other on what might please you, here they are:

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To Business Plan or Not To Business Plan

As we suggested in MRN Marketing Right Now – The Plan, having no plan at all may be hazardous.  Mark Evans expressed that sentiment in writing RIP Twitter.

Gone are the days when you could start, grow and finance a business based on the notion that if we build it, they (consumers and advertisers) will come…and then somewhere along the way we – just like Google did – will find a viable business model to make it work.

Perhaps the shareholders of Twitter are beginning to see the light.  Chris Snyder noted that Twitter to Get Down to Business in 2009, Investors Say

Major leadership changes Thursday at Twitter renewed questions about its business prospects — was the replacement of CEO Jack Dorsey by fellow co-founder Evan Williams a shuffling of deck chairs on the Titanic?

But today VC backers of the microblogging service interviewed by wired.com Friday insisted they remain bullish, and Bijan Sabet, a general partner at Twitter backer Spark Capital, revealed that new revenue models will be unveiled in the first half of next year.

Perhaps at least if Twitter had taken our suggestion to do a NUB report, they would be in better shape.  Knowing more precisely the niche they were targeting, what they offered that was special and how they would make that into a survivable bottom line might well keep even the Titanic afloat.

But perhaps there is a savior.  OMG Britney! On Twitter!

I’d like to welcome Britney Spears to our world. She (or rather her people) have launched both a Twitter account and a bloggy sort of site with near constant updates on her fascinating life.

This is solid gold for Twitter. A few more of these and it will be hard to argue that it isn’t going mainstream.

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Square Bracket That Company Name – Not

Company names are a particular interest of mine, particularly those that are not as strong as they should be. The company name is the single most important selling tool the company has. For some companies, it expresses in a few characters the essence of their brand. I was therefore most intrigued to see the following press release:

xplus1logo

NEW YORK, NY, October 16, 2008
[x+1], www.xplusone.com, the leader in predictive marketing, today announced a more powerful version of its patented Predictive Optimization Engine(R) (POE) which will be compatible with a wide range of statistical modeling techniques such as neural networks, linear programming and multi-tree decision support to maximize the return on investment (ROI) of online marketing and advertising campaigns.

I thought at first that there had been some mistake. Perhaps [x+1] was some shorthand that had been mistakenly left in the release and not replaced by the proper company name. However it appears that it really is the company name. That might have worked in the pre-Internet era, but it brings with it all sorts of problems now.

 
Google Ignores Square Brackets

The best advice is to have a name that you own on the Internet. That usually means avoiding any punctuation and ideally accents should be avoided too. It is not even clear what people might search for in this situation. Google ignores the square brackets, but would any potential client know quite what to do. In fact Google serves up X1 Technologies as its guess at the most relevant entry in a search for [x+1]. X1 Technologies is an operating company of Idealab and is headquartered in Pasadena, CA. It had the foresight to buy the great x1.com domain. Names that include the ‘+’ sign are just not allowed.

Related: SWOT That Company Name

Google Keyword Matching Options

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Jakob Nielsen pushes for taglines

 
Taglines, mottoes or mantras: they’re all good.

Guy Kawasaki likes mantras rather than missions. Jakob Nielsen seems to support a similar position in his latest Alertbox on company About Us web pages.

  • Although there is some improvement there is still a way to go. We found a 9% improvement in the usability of About Us information on websites over the past 5 years. But companies and organizations still can’t explain what they do in one paragraph.
  • Representing a company or organization on the Internet is one of a website’s most important jobs. Effectively explaining the company’s purpose and what it stands for provides essential support for all other website goals.
  • At the top of your content pyramid, a good tagline helps users understand the rest of the site by providing context for the detailed content.

Of course if a company is unfocused, then it may be no surprise that they cannot come up with that tagline.

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Business Strategy Reality Check With Google Adwords Keyword Tool

Some might find the title somewhat oxymoronic, given that the words Business Strategy are coupled with the notion of a Keyword Tool. However the linkage will become clear later.

Recently Trevor Claiborne of the Inside AdWords crew at Google informed us all that the Keyword Tool is now Updated With Search Volume Data. He illustrated this with the image shown below:

Adwords Keyword Tool

If you are not familiar with the Google Adwords Keyword Tool, it would be worth your while to check out. This latest change provides for free what many expensive keyword tracking services had been providing. It’s no surprise that AdWords professionals, such as Xurxo Vidal, Bloom Search Services, are enamored by this new Search Volume Data service.

As Tamar Weinberg of Search Engine Roundtable pointed out, some other experts are questioning its usefulness. Michael VanDeMar believes that the tool is useless for SEO, even though it shows exact numbers. Certainly the source of the numbers needs to be considered carefully. It may not provide an exact indication of the clicks your own particular AdWords campaign might produce. However for comparative purposes the figures would seem to be useful and clearly Google itself is the best source for Google click data.

The other advantage of the data is that you can download the figures into an Excel spreadsheet. Previously for all results, an indication of the search volume was presented as small histogram bars and only a rough visual comparison was possible. These quantitative results allow more intensive analysis, which is why it can provide a reality check for your business strategy. To explain this requires a short background review of Internet marketing.

Challenging Business Realities

An increasing number of businesses are realizing that the Internet is the primary way many prospects and clients will be communicating with them. Of course the Internet has a major weakness. That is because the Internet is a really, really crowded scene. It’s hardly surprising to hear that Sir Tim Berners-Lee, the father of the Internet, is working on tags to help find online information.

At the same time the Internet has a major strength. That is because the Internet is a really, really crowded scene. That means that for any product or service, however specialized, there will be a very large number of prospects who are active on the Internet. Since the Internet is a superb way of communicating, which is independent of geography, this gives great opportunities in Internet marketing.

Given that the Internet has changed the way the business world functions, clearly a business strategy must make sense in this modern reality. As Michael Porter has said,”Of course strategy is hard – it’s about making tough choices.” In other words you must decide what you will do and what you will not do.

The best reality check for your business strategy would really be provided by the views of those prospects you are aiming to persuade to become customers. One indicator of the prospects needs is how they go looking for solutions. What keywords might they use in searching for solutions? The Adwords Keyword Tool provides such data. Of course it is mixed in with keyword data for non-prospects who happened to be looking for somewhat related products or information. Nevertheless the Tool can help in confirming or rejecting a particular strategy.

Doing The Reality Check

The following is very much a Big Picture approach and cannot be pushed to the nth degree. It only confirms that a particular strategy has the necessary characteristics to allow success. It does not go beyond that to check that it has sufficient characteristics to actually be successful. However by applying the check, it may give insights into how a strategy can be tuned to improve the chances of success.

Step 1 – Determine the characteristics of your most typical preferred prospect and their needs.

Step 2 – Determine the most likely keyword phrase that would be included in a Google search for a solution

Step 3 – Use the Keyword Tool on that phrase in the following way. Insert the words of the phrase on a single line without quotes and allow synonyms to be included. What the Tool does is to explore the concept that is behind that keyword phrase and show you what closely related keyword searches are being done.

Step 4 – Download CSV files of the two lists of keywords developed by the Tool into Excel spreadsheets. The data should be combined into one spreadsheet of adjacent rows. Sort the rows based on the values in the 4th column in descending order. The fourth column contains the annual monthly average searches for the particular keyword or keyword phrase. Sometimes you will find a large number of closely similar keyword phrases that have high search rates measured in the tens of thousands. This may either mean trouble or opportunity. In other cases, very many fewer keyword phrases are listed. Provided the search rates are measured in the thousands, then you likely are looking at a potentially interesting strategic niche.

Step 5 – After comparing a number of different businesses and the key words that might be appropriate, one can develop a sense of what this analysis suggests for the corresponding strategy.

Step 6(optional in some cases) Repeat the analysis with the keyword phrase in quotes to produce a tighter comparison of what may be competition.

Possible Outcomes From The Reality Check

This approach is very much a work in progress. Accordingly it is not yet possible to produce a taxonomy of all the different patterns and what they may imply for a given strategy. The following represent examples of what we have seen in practice. Repeating the cycle and refining the ideas is often beneficial. Readers who try out this approach are encouraged to add their own experiences in the comments.

Case A – A Strategy Lost In The General Noise
Findings
– The words with high search numbers clearly represented much more than just searches by the prospect niche. Clearly there would be many other online properties that such searches were accessing. A website focused on the keyword phrase would probably never stand out in this very crowded space.

Case B – Too Much Competition
Findings
- There is only minimal information on the advertising competition for certain phrases (a scale from 0 to 100%). Nevertheless, if many of the keyword phrases have 100% competition, then clearly this is a market with a large number of competitors who are willing to spend money on PPC advertising. This undoubtedly translates into equal competition in organic search as well. Using that keyword phrase to define your target prospect may well be very weak strategy.

Case C – Prospects Don’t Use That Keyword Phrase
Findings
– One analysis showed that surprisingly there were no searches at all for the assumed best keyword phrase. Prospects were likely using some synonyms that did have high search results. The strategy was refined using one of these alternate phrases.

Case D – Several Keyword Phrases All Somewhat Strong
Findings
– In this case, a number of alternate keyword phrases had somewhat comparable search rates. The advertising competition for some of these was strong whereas for others there was little competition. One of the alternates with little competition was selected to define the ideal prospect and therefore the best approach.

A Robust Strategy – Focus, Focus, Focus

The common thread that often runs through these strategy check cases is that to focus on a tightly defined niche is often the best policy. The overall measure that counts is the size of the niche multiplied by the small percentage who will convert into purchasers. The advantage here is that by targeting a tighter niche, it is more likely that the prospect will be aware of the company and more likely that they will find that what the company offers is attractive. Given the crowded Internet, even what might be thought of as a micro-niche can be preferred. This will be more fully explored in an upcoming SMM Newsletter.

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Creative Accountants Need King Canute

There is a rather large advertisement in today’s Vancouver Sun. At the center of the full-page is the following:

creative accountants

I was struck by those words at the center of the ad:

CREATIVE ACCOUNTANTS should no longer be used to describe book cookers, liars, little men in little rooms helping rich crooks get richer, or downright cheaters.

cma creative accountants
It is true that The Society of Management Accountants of Canada has applied for a Canadian trademark. If granted they, and only they, will have the right to use the trademark above on products they sell and on a series of services covering the following:
SERVICES:

  • Establishing and enforcing guidelines
  • training and educating
  • disseminating information
  • promoting and representing the interest of management accountants

Their new website, CreativeAccountants.org, (unfortunately in Flash), is really only new packaging around their existing resource-full website for Certified Management Accountants of Canada.

So why bring in King Canute? Well perhaps he might have counseled the CMA to go for some other trademark. As he tried to tell his advisers, sometimes you cannot turn back the tide. Just look at what Wikipedia offers as a definition of creative accounting.

Creative accounting and earnings management are euphemisms referring to accounting practices that may or may not follow the letter of the rules of standard accounting practices, but certainly deviate from the spirit of those rules. They are characterized by excessive complication and the use of novel ways of characterizing income, assets, or liabilities. The terms “innovative” or “aggressive” are also sometimes used.

It would seem the battle has been lost already. An appropriate choice of domain name is always a first consideration in doing a website review. CreativeAccountants.org is certainly a bold initiative but would seem to carry too much baggage to be the right long-term choice.

Related: SWOT That Domain Name

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Microsoft should KISS more often

 
KISS
Keep It Simple, Sweetheart

Microsoft has finally said its courtship of Yahoo! is over. Perhaps it was never meant to be. Danny Sullivan has a very fine analysis of the whole saga and wonders whether walking away is perhaps Microsoft’s $5 Billion Mistake? There is still the same concern however that Michael Martinez raises. How can Microsoft succeed in Search?

The key question is: Should Microsoft have two brands? That same question came up two years ago. However that was discussing whether they should be running with both MSN Search and Live Search. A subsidiary question was how to pronounce the latter: Liv Search or Lyve Search.

Microsoft seems to be good at getting itself into these problematic situations. Just think Internet Explorer versions 6, 7 and 8 as an example. In its strategic thinking it seems to follow the Tom Peters precept: “If you’re not confused, you’re not paying attention.” How much better they would perform if they followed the KISS principle (Keep It Simple, Sweetheart). There are many more eminent thinkers they could refer to who would support that approach.

Focus, focus, focus
Peter Drucker
The Null Hypothesis is presumed true until statistical evidence indicates otherwise.
Sir Roland Fisher
A scientific theory should be as simple as possible, but no simpler.
Albert Einstein
Of two competing theories or explanations, all other things being equal, the simpler one is to be preferred.
Occam of Occam’s Razor

With Bill Gates adopting a more hands-off approach, the chances of Microsoft becoming more KISSy seem remote. They presumably will soldier on trying to figure out how to get their Search horse back on its feet. The prognosis is not good.

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