- The Amazon Effect: Create a Customer Service Edge - There has never been a better time to create a customer service edge! Gone are the days of picking up the phone with easy orders on the other end! Although we’ve emerged from the recession and are typically profitable, growth is still a challenge. As baby boomers retire, there is less consumption, and with less
- Collaborate and Thrive - I’m seeing that only those clients who collaborate thrive. More and more, customers are demanding dramatically improved service and shorter lead times. Mega distributors like Amazon are elevating expectations. A few of the key areas to focus on for collaboration include: 1. Pick up the phone – some of the largest successes I’ve seen result from
- The Strongest Link - I recently was the subject of what’s called a “member spotlight” question and answer session about my business. Knowing my business centers on the supply chain, my interviewer asked me to draw a picture of a supply chain. It’s always a good place to start as there are countless definitions of what people mean when
- Eagle Eye: Don’t Prioritize! - As much as I talk about priorities, I’m sure you’re wondering if I’ve lost my mind by saying “don’t prioritize”. Possibly; however, there is a time to throw out priorities! What do you need to accomplish to support your strategies? How about your key customer needs? I’ve seen too many clients “reshuffling chairs on the
- Lessons Learned: ERP Failure - ERP system implementations fell off the grid during the recession; however, I've seen resurgence in the last year. Companies are thinking about investing again. However, although businesses are picking up, they are by no means out of the woods – every dollar invested must provide a solid return.
Implementing a new ERP system can provide you with upgraded tools to run your business or it can devastate your business – it all depends on the effectiveness of your ERP selection and implementation processes. It is not nearly as simple as it seems. Unfortunately, in my experience, 80% of the time, it fails to achieve the expected results. Worse yet, I've seen some horrific customer service impacts. Thus, when you choose to implement an ERP system, it's worth taking into consideration the lessons learned from failures.