I recently attended an event for small business owners.  A panel discussion was being held and was moderated by Marilyn Johnson, Vice President of Market Development for IBM.  She started the presentation by asking the audience a question.  She asked, "How many of you in the audience are doing business internationally?"  A couple of hands in the audience were raised.  She then ased the audience, "How many of you in the audience have a website?"  All hands shot up almost in unison.  She then said, "Hello, what does the www in your domain names stand for?  World Wide Web!". 

 

What so many of us don't realize is that if you have a website on the Internet you are available to anyone anywhere in the world.  We are all global companies.  We need to start thinking about that and using it to the benefit of our companies.

 

There is a great article that was just posted entitled, "How Big is Your Global Sphere?", it is written by Laurel Delaney from Global Trade Source Ltd.   It talks about some of the tools available to get the word out about our company's.  We need to realize that the Internet and technology provides a level playing field for our businesses.  You can't necessarily tell the size of the company by reviewing their website. 

 

These days the only way to compete successfully is to differentiate your company from the others.  The Internet is an effective and inexpensive way to to that.

 

 

Technologies such as web conferencing and on- demand workplaces have enhanced the growing trend of virtual workforces, bringing greater flexibility to today’s businesses. Employees gain the freedom to work from many different places at many different times. Teams connect and work together despite geographical boundaries. Online workrooms improve workflow and streamline review processes.

While all of this affords workers and employees increased flexibility and efficiency, it brings with it a new set of questions. What are the dynamics of a virtual team? Do they differ from on-site teams? How do you keep team members motivated and accountable? What is the best way to manage virtual employees?

Experts agree that there are several key aspects to keeping virtual teams running smoothly and keeping virtual employees happy. Here are a few to keep in mind.

Communication
The very same applications that enable instant and effortless communication (email, IM, chat rooms) require us to be especially mindful of how we communicate when working virtually. The need and desire for face-to-face interactions will never go away completely, no matter how advanced technology becomes. But the beauty of using technology is having more choices.

While working in the world of cyberspace can be liberating, it can also be isolating. When using virtual teams and employees, managers need to be especially mindful of staying in touch with everyone and giving praise when praise is due, perhaps in some sort of virtual public recognition.

Accountability
There may be no "I" in TEAM, but there are definitely individuals in a virtual team. A Harvard Management Communication Letter quotes Psychologist Tom McDonald from an article in Successful Meetings. McDonald emphasizes the need for accountability in virtual teams and notes that "...virtual teamwork starts with a high emphasis on individual responsibility, rather than on group thinking." According to McDonald, "Team members are very clear about what their individual jobs are, and, frankly, want to be left alone to do them. Achievement is uppermost in their minds. They take their jobs seriously and expect each team member to do the same."*

Trust
Employees need to trust that other team members will hold up their end of the bargain and complete project tasks on time. They also must trust that the company has their best interest in mind. Companies can help to foster this trust by enacting good communication and team building techniques. According to Darleen DeRosa, a Philadelphia-based senior organizational consultant with Right Management Consultants, companies should invest in team building, compensate for the lack of human contact, and find appropriate ways to support team spirit, trust and productivity.**

Companies tend to place a lot of importance on traditional team building activities. In order to effectively use off-site employees, companies must translate these efforts to help virtual teams bond.

Technology is never an answer in and of itself. Effective use of technology means factoring in the human component. Here are some helpful resources to help you do just that:

*Making Work-at-Home Work for Everyone, on Harvard Business School Working Knowledge (http://hbswk. hbs.edu/item. jhtml?id=3221&t=organizations)

**Team Building for Virtual Workplace, by Mike Dempster, in Business Edge (http://www.businessedge .ca/article.cf m/newsID/10076.cfm)

Microsoft's newest operating system, Windows Vista, is scheduled for general release in early 2007. The release has been delayed several times and has missed the holiday season buying binge. Rumors about free upgrade vouchers have surfaced, but currently remain just that – rumors. Either way, if you're planning to buy a PC before Vista is released, here's what you need to know if you want to upgrade.

First, let's take a look at the different versions of Vista that will be available.

Windows Vista will come in five editions, each designed to fit the needs of different user groups:

• Windows Vista Business for organizations of all sizes;
• Windows Vista Enterprise for large global organizations with highly complex IT infrastructures;
• Windows Vista Home Basic for basic home users;
• Windows Vista Home Premium for more advanced home users; and
• Windows Vista Ultimate for users who want the system's best business, mobility, and home entertainment features.

Vista will also offer two different user interface options: a basic experience for entry-level systems, and a more visually dynamic experience called Windows Aero. Computers running Windows Vista Home Basic or those without the hardware needed to run Windows Aero will use the basic user interface. According to Microsoft, Windows Aero is the "best-designed, highest-performing desktop experience. Using Aero requires a PC with a compatible graphics adapter and running a Premium or Business edition of Windows Vista."

If you’re planning to buy a new PC before the launch of Vista, Microsoft offers some tips on making sure you can use Vista when it arrives. Look for the "Windows Vista Capable" or "Premium Ready PC" designation.

A Windows Vista Capable PC includes the following minimum features:

• a modern processor (at least 800MHz);
• 512 MB of system memory; and
• graphics processor that is DirectX 9 capable.

If you want to be able to use Windows Aero, you’ll need to choose a Windows Vista Capable PC that is designated Premium Ready or a PC that meets or exceeds these Premium Ready requirements:

• 1 GHz 32-bit (x86) or 64-bit (x64) processor;
• 1 GB of system memory;
• a graphics processor that runs Windows Aero;
• 128 MB of graphics memory;
• 40 GB of hard drive capacity with 15 GB free space;
• DVD-ROM Drive;
• audio output capability; and
• Internet access capability.

Learn more about Windows Vista at www.microsoft.com/windowsvista.

  

 

Santa never gets lost and never stops for directions. Clearly he was an early adopter of GPS. Even with all those elves to help him, Santa can't possibly read "Dear Santa" letters from millions of hopeful children each year. The solution? He uses text-scanning software to pull out the important points. And speaking of all those elves – that's a big payroll! Obviously Santa has some serious automated accounting software in place. How does Santa manage to keep up with current toy trends in different parts of the world? Through dozens of electronic newsletter and listserv subscriptions. And don't think for a minute that he doesn't shop online for special orders. Those elves aren't allowed to make brand name toys. (Copyright and patent infringement, you know.) "He sees you when you're sleeping, he knows when you're awake." Okay, so if it weren't Santa, it'd be creepy. But how does he do it? Through a sophisticated integration of "nanny cams" and satellites, of course. It's not easy figuring out who's been bad or good. We'd like to get our hands on the software Santa uses to compute the complicated "naughty or nice" algorithm for all those kids. How does Santa keep warm and power his workshop at the North Pole? Lots and lots of solar panels. Flying reindeer? One word: robots.

I have been intrigued with the television ads that compare a PC with a Mac computer. The PC is played by a nerdy, middle-aged man, while the Mac guy appears young and cool. PC-man is always afraid to do things and sort of seems stuck in his ways. But Mac-guy seems ready for anything at anytime. Obviously, the commercials promote Apple and Macintosh computers.

Here's a side note of clarification: The term "PC" stands for personal computer. So in reality, both Macs and non-Macs are technically PCs. But the term PC is usually used to refer to an IBM-compatible computer, which very often runs the Windows operating system (OS). Macs are also now capable of running the Windows OS, as well. Just one more wrinkle in the comparison game!

Personally, I’m a PC user. I know a lot of people who have been Mac users from the very beginning, as well as some who are thinking about switching or have switched to Mac. In my experience, Mac users have as many frustrations with their machines as PC users, despite what Apple's commercials assert. Machines, regardless of make or model, can and will break down. So how do you choose?

It’s very important to look at your business and its processes, along with the software that you currently use and plan to use in the future. While some software is available for both Macs and PCs, not all is. You should also determine what information you need to share with others, such as customers, vendors, and suppliers. Make sure that if you need to share data with them, they will be able to handle it in the format that you are providing it.

What about you? Are you a Mac-maniac or a PC-pundit? What do you see as the pros and cons of each for your business?

In this month’s Catwalk Talk newsletter, we look at some ways that technology can help you communicate with your customers. We cited an interesting study from Edelman and Technorati that explores how blogs are powerful PR tools. Then we invited readers to visit this blog and ask us their blogging questions. Feel free to jump down to the comments and do just that. What do you need to know about blogs? We’re learning how to use this communication medium, too, so let’s all jump in and learn together!

You can also check out another study that finds that corporate blogs increase media attention for their companies. This study, Corporate Blog Learnings: The Discovery Age, was sponsored by Porter Novelli, a global public relations company, and Cymfony, a market influence analytics company.

Here’s an overview of the study, taken from Porter Novelli’s website:

The Discovery Age

There has been a lot written about the benefits of corporate blogs and the importance of monitoring consumer-generated media, and we've all heard numerous examples of the benefits of doing a good job and the horror stories of when things go bad. But there hasn't been much practical information on how to do it. Who should blog and how often? What tools are being used to monitor blogs? What results are companies seeing? Porter Novelli and Cymfony, a market influence analytics company, fielded a survey with Russell Research to gather the answers to these and other questions.

A Few Key Findings

• A clear majority of respondents (63%) report that they started their corporate blogs because they felt the need to participate in the medium, rather than to satisfy a specific need; although more bloggers from larger companies indicated they started a blog to satisfy a specific need, still over 40% of larger companies started their blog because of a perceived need to be in the blogosphere.
• The majority of companies surveyed (76%) indicated that they have noticed an increase in media attention and/or website traffic as a result of their blog(s) -- suggesting that corporate blogs may be attracting a new and somewhat untapped online audience.
• The vast majority, or 75%, also felt that their initial goals for the blog(s) have been met.
• Less than half of the companies surveyed (42%) indicated that through blog monitoring they have found at least one specific post that has affected the company or a brand and in the vast majority of cases it has had a positive affect.
• Despite general success, 71% of respondents are not happy with the level of interaction on their blog(s).

 

You can read more about the study and download it in its entirety at www.porternovelli.com/site/pressrelease.aspx?pressrelease_id=125&pgName=news.

And if you’re looking for a practical guide on marketing and blogging, check out Buzz Marketing with Blogs for Dummies by Susannah Gardner.

Are you using a blog for your business? Why or why not? If so, are you seeing the results you wanted? How do you measure those results?

Lately, it seems that everyone's biggest business issue is customer relationship management (CRM). In an earlier blog entry, I stated that the Aberdeen Group surveyed companies and found that increased sales are the number one way that companies grow. The sales process is critical for every organization. If you can't develop a good pipeline and then can't track and measure the pipeline, you won't be very successful in turning the prospects into customers. Once you have the customers, CRM becomes critical to maintaining them as customers.

 

CRM is a strategy that focuses on the creation and maintenance of long lasting relationships with customers.  Many people feel that if they invest in a CRM technology solution they have achieved CRM. On the contrary, a technology solution is only one part of successful CRM. A good CRM strategy cannot be implemented by simply installing a software package, and it won't happen overnight. CRM is a philosophy that places emphasis on the customer.

 

To be effective, the CRM process needs to be integrated from end-to-end across marketing, sales and customer service. A good CRM program needs to track all aspects of selling to customers and prospects, as well as provide good customer support.

 

One of the important factors that leads to a successful CRM implementation is buy-in from the entire organization. A company's leadership needs to be supportive of this type of initiative and communicate this to all levels of the organization. It takes everyone in the company to create and maintain information that is critical to effectively serving the customer. 

 

It may seem difficult and may take some time, but done correctly, CRM will help to maintain and grow your company's customer base. 

It’s always a struggle to mix business and family and get the right balance.  My husband is not only my partner in life, but he is also my partner in the business.  Having our own business does provide flexibility, but sometimes it also demands both of our attention at that same time.   We have a 9 year old daughter, and trying to juggle family and business can be a challenge.

 

What makes it work is that my husband and I are true partners in every sense of the word.  We share in the duties of home, business and child rearing.  But sometimes neither one of us is available. And then what?  To make matters more challenging, we don’t have any other family in the area.  But my daughter, having grown up with the business, understands when she can interrupt us and when she must politely wait.  Ever since she was 3 years old, she has helped out with filing and other tasks for the business.  When we couldn’t get a babysitter, she came to meetings with us and colored quietly in a corner. 

 

Summers can sometimes be a challenge, even though she attends a public school that only has 6 weeks off for the summer.  And although there’s a day camp that covers those 6 weeks, it still takes some flexibility and creativity on everyone’s part. 

 

In general, people understand that we all have a responsibility to our families.  And in my experience, if you have to bring your child to a meeting or two, it’s ok.  No one will think any less of you, and some people probably admire you for it.

 

What are your stories about being both a good parent and a good business person? I’d love to hear them!

The answer is yes. In a survey by the Aberdeen Group, more than half of the people surveyed described their companies as sales-driven, with nothing being more important then the efforts and outcomes of sales. I don’t think that this information surprises anyone. Obviously, sales are at the core of most – if not all – for-profit organizations.

 

What is surprising is that the same survey found that the primary focus of the companies involved was to rectify things such as:

 

4    insufficient sales-supporting technology;

4    lack of integrated technology (which results in unreliable planning information); and

4    selecting a solution on best functionality and not best price.

 

It’s all about easy access to information. Sales Force Automation (SFA) and Customer Relationship Management (CRM) software have long been recognized as enablers to radically redesigning your sales processes to achieve dramatic improvements in sales performance, management, and measurement.

 

Typically, this type of technology can collect great amounts of data. But the challenge is entering and maintaining information so that it remains current. Unless your process or workflow is a key component of the solution, it is impossible to gain access to the real information that every sales manager wants – an accurate and clear view of the pipeline deals. Having this information gives them the ability to more accurately forecast sales, along with the appropriate knowledge to help close the deal.

 

Salespeople find themselves in increasingly competitive situations. And managing a sale is more complicated then ever. Here are some benefits of implementing an automated process using technology.

 

4    Reduce face-to-face time and cost of sale by automating administrative functions and eliminating unnecessary steps in a process.

4    Provide suggestions to sales people to help them cope with different customer segments.

4    Streamline the customer experience from sales to delivery.

4    Make training new sales staff easier and quicker.

4    Facilitate communication between all parties involved in a sale.

4    Give sales people more time to sell!

 

 

In their Harvard Business Review book Automation to Boost Sales and Marketing, authors Rowland T. Moriarty Jr. and Gordon Swartz state: “In cases we have reviewed, sales increases arising from advanced marketing and sales information technology have ranged from 10% to 30% and investment returns have often exceeded 100%”.  

 

When used properly, technology can help you grow your business. Choosing the technology that works well with your business processes is also crucial.

 

Have you had success in choosing the right technology? Share your stories here!

It seems like everyone that I talk to lately is experiencing computer problems. Some have suffered hard drive crashes; some have been attacked by viruses that then cause other issues with their hardware and software. And some forgot to backup crucial data, and then were unable to restore it after a crash. There’s a growing market for what is called managed services, and plenty of companies are offering it.

 

What are managed services? According to www.searchcio.com, a managed service provider (MSP) provides delivery and management of network-based services, applications, and equipment to enterprises, residences, or other service providers. Managed service providers can be hosting companies or access providers. Their services can include fully outsourced network management arrangements, including advanced features like IP telephony, messaging and call centers, virtual private network (VPNs), managed firewalls, and monitoring/reporting of network servers.

 

Most of these services can be performed from outside off a company's internal network, with a special emphasis placed on integration and certification of Internet security for applications and content. MSPs serve as outsourcing agents for companies, especially other service providers such as ISPs, that don't have the resources to constantly upgrade or maintain faster and faster computer networks.

 

Many companies provide this type of service, and there are many different types of packages.  Costs vary with the each package. But the cost is significantly less then hiring a full-time network specialist.

 

One of the most common uses of managed services is data backup, which eliminates the need to remember to put a tape in at the end of the day. Providers can also help with virus and firewall protection.

 

Although most services can be provided remotely, packages can also include on-site visits when needed. Managed services are worth a look to help you maintain your computer networks and data.

 

Got a computer crash or virus horror story? Share it with us and we can commiserate! We’d also like to hear your experiences with managed service packages.

 

 

Or, if you have questions and comments, feel free to leave them on this blog. I'd love to hear from you!