Transcript Run it Like a Business

Run it Like a Business!
Lisa C. Welsher
Run it Like a Business Overview
The following presentation is an excerpt from a 1-day
IMS Workshop called:
“Run it Like a Business5 Key Principles Every Support
Professional Should Know!”
Public workshop schedule is posted on www.visitims.com
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Run it Like a Business- What?
A quick look at the What, Why, and How of running it
like a business…
•What does it mean to run it like a business?
•Why should you run it like a business?
•How can you run it like a business?
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Run it Like a Business- What?
What does it mean to run it like a business?
The Run it Like a Business session is designed to
influence your perspective and thinking. It is not a
methodology or a defined process.
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Yes
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Run it Like a Business- Why?
Why should you run it like a business?
When you manage your support center with a “run it
like a business” approach, the benefits include:
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Improve Decision Making
Prioritize Effectively
Become Smarter
Improve Performance
Gain Senior Management Respect
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Run it Like a Business- How?
How can you run it like a business?
Managers and Directors can learn how to “run it like a
business” by focusing on 5 key areas of business:
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Target Market
Products & Services
Marketing
Operations
Financials
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Run it Like a Business- How?
The 5 key areas of business are highly dependent on
one another and build on each other...
Financials
Operations
Marketing
Products & Services
Target Market
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Run it Like a Business- How?
When you run it like a business, it isn’t enough to
know your target market, you need to understand
your target market as well!
Financials
Operations
Marketing
Products & Services
Target Market
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Run it Like a Business- How?
When you run it like a business, you recognize
Products & Services must meet customer needs,
will evolve, and need to be competitive.
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Self Support
Knowledge Management
Chat
Etc...
Financials
Operations
Marketing
Products & Services
Target Market
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Run it Like a Business- How?
When you run it like a business, the management
team must be able to articulate two essential aspects
of marketing:
• Value proposition
• Position Statement
Financials
Operations
Marketing
Products & Services
Target Market
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Run it Like a Business- How?
When you run it like a business, operations are
where profit margins come into play…therefore, it is
essential that you define and “perfect” your core
business processes!
Core Business Processes
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Financials
Operations
Marketing
Products & Services
Target Market
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Run it Like a Business- How?
When you run it like a business, business “financials”
are understood to be very different from “performance
measurements.”
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Financials
Operations
Marketing
Products & Services
Target Market
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Thank you!