Sep 14, 2021
Why your organisation loses clients due to inadequate systems
…and how you can do better.
“We cannot do this because our software is unable to process that.” is a phrase which too many people know from their daily experiences at work.
Imagine as a customer that a business expects you to change your behaviour to serve their needs regarding a particular process, software or an implemented system. What is your reaction to such actions?
The main question remains: who is leading your business activities? Clients and customer needs or an internal organisational committee that never had any touchpoints to manage?
How can your organisation ensure to have suitable systems in place?
Knowledge
Having subject matter expertise is crucial. No one debates this fact. Still, are decisions made in the same way? Just consider the following scenario: you plan to implement new software for your controlling department. The times of Excel spreadsheets are over as they are not safe enough and can be easily manipulated. You now have two options when it comes to choosing your software partner.
Option 1: developers with multiple years of expertise in many different cross-industry implementations projects.
Option 2: controllers who gained programming skills in due course of their life before they decided to enter the consultancy world and bring in their real-world knowledge from their controlling background and their expertise as developers. Of course, they offer a wide range of cross-industry project experiences as well.
Of course, real-world experiences come with a price tag. How will your leaders decide? Leaders often claim that subject matter expertise is crucial. But are they willing to show the investment needed when making a project decision?
This situation is not even a dilemma. Having only developer skills, of course, makes an offer cheaper. Still, do you expect to get the best results or the cheapest deal?
We know that in many cases, executives make claims which are not backed up by their actions. The classic line is “walk the talk”.
You will not have the best and most customer-centric systems in place when you are unwilling to pay for real-life experience, expertise and the price tag which comes with these benefits.
Control
Having a flexible software solution in place is a demand which has become common for most organisations. However, its consequences are often overlooked, which leads to multiple problems in due course of the project.
Flexibility when it comes to the implementation of software means that leaders, executives and directors must allow people to work independently. Whether the scenario is on-site, remote or hybrid, micromanagement leads to the opposite result of what leaders often expect.
Having a flexible system in place also comes with responsibilities on your site. How will the training be provided? Which power users will be available? How are we going to work with our suppliers and partners in the future?
Flexibility and customer focus is only possible when your leaders allow your people to work without the feeling of having a daily control mechanism. Leaders often struggle when it comes to a loss of control.
Are your leaders genuinely able to deliver on a promise of flexibility in your organisation?
Leadership
Your leaders will be the critical element when delivering flexible and customer-focused solutions inside and outside your organisation. Whether you deal with internal or external customers, you will always end in a situation where no one wants to perform questionable or illogical tasks only because software demands them to do so.
However, are your leaders able to deliver on more than so-called checklist leadership? Checklist leader is based on tasks given to leaders, in most cases by shareholders. “Get us a software in place” — “Okay, job done.” — a tick on the list, but no customer is satisfied with it.
Excellent solutions, real-world experience and knowledge come with a price tag. Flexibility at work is the key to the flexibility when dealing with customers. Your leaders need to deliver on the promises the world of new work offers as otherwise talented people will seek their working future somewhere else than your organisation.
Talk to your leaders about existing issues today. Addressing the problems or starting a project to optimise the Status Quo is the best starting point for a better business future for your organisation.
More about clients, customers and systems in
this week’s podcast episode: click here to listen and learn.
Customer and clients focus as well as excellent processes and
systems are essential for you?
Let’s talk: NB@NB-Networks.com.
