Business Strategy Presentation

Business Strategy - 2010 Strategic Plan Overview 1.0 Executive Summary 2.0 Situational Analysis 3.0 Objectives Initiatives Metrics& Targets 4.0

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Unformatted text preview: 2010 Strategic Plan Overview 1.0 Executive Summary 2.0 Situational Analysis 3.0 Objectives, Initiatives, Metrics, & Targets 4.0 GAP Analysis & Program Prioritization 5.0 Monitoring & Measurement 1.0 Executive Summary Enter Key Recommendations & Strategies Here Strategy 1 Strategy 2 Strategy 3 2.0 Situational Analysis 2.1 Core Competencies Assessment 2.2 Market Segmentation & Customer Profiles 2.3 Competitive Analysis & Positioning 2.4 Industry Analysis 2.5 Situational Analysis Summary 2.1 Core Competencies Assessment 2.1 Market Segmentation & Customer Profiles – Segment A 2.1 Market Segmentation & Customer Profiles – Segment B 2.1 Market Segmentation & Customer Profiles – Segment C 2.3 Competitive Positioning 2.4 Industry Analysis Social Technological Economic Political Trend - general talk of sustainability issues Trend - movement toward on-demand customer service apps Trend – lots of budget cuts and stalled sales Trend – organizations using compliance as basis for solution building Condition – most competitors are doing a sustainability report Condition – many organizations provide customer service portal Condition – most organizations feeling impact of recession Condition – we currently do not have any messaging around compliance Implications – we need to complete our report on sustainability to keep up with our competitors and use this as a point of differentiation. Implications – cost savings and increase customer satisfaction gains to be had if we can develop a solid customer support application that adds additional value. Implications – need to remain cash flow positive, so increased importance on reducing sales cycle time. End of quarter discounts is a good temporary solution but need a better L/T option Implications – solutions that address compliance issues are likely to look favorable. Need to start developing compliance focused solutions before competitors take market share. 2.5 Situational Analysis Summary Strengths Solid New Product Development Process Weaknesses Opportunities Growth by cross-selling new products Poor Information Security & Disaster Recovery Threats Data vulnerable to virus or security breach 3.0 Objectives, Initiatives, Metrics & Targets 3.1 Balanced Scorecard Strategy Map Mission & Vision Mission Statement - Vision Statement – 3.1 Balanced Scorecard Strategy Map Financial Objective 1 - Increase Profitability to 12% of Gross Revenues Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Vendor Consolidation Initiative # Vendors Reduce to 28 by Jun 2010 Reduce Customer Churn Rate Retention Rate Increase to 78% by Jan 2010 Head Count Reduction # Full-Time Staff Reduce to 150 by Oct 2010 Objective 2 - Improve Annual Growth Rate to 9% Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals President's Club # Reps Achieving 100% of Sales Targets 5 Reps in President's Club in 2010 Re-Seller Partnership Channel Annual Revenue from Partner Channels $500,000 in Revenue in 2010 Acquisitions Annual Revenue from New Acquistions $15M in Revenue in 2010 Objective 3 - Increase Available Cash Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals A/R Collections Average Days of Receivables 45 Days by June 2010 A/P Payment Review Average Days of Payables 60 Days by June 2010 Early Payment Discount Program % Invoices Paid with Early Payment Discount 5% of all invoices in Q3 2009 3.1 Balanced Scorecard Strategy Map Customer Objective 1 - Improve Customer Satisfaction Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Voice of Customer # New Ideas for R & D 12 New Ideas in 2010 Customer Support Portal Portal Launch Date Launch by Oct 2010 Customer Satisfaction Surveys Net Promoter Score, # Surveys Completed Get NPS Benchmarks in 2010 Objective 2 - Increase Market Share to 25% Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Market Research Initiative % Market Share Increase to 25% by Jan 2011 Service Level Agreement % Support Requests Escalated to Tier 3 > 5% of requests escalated by Jun 2010 Marketing Automation Program # New Leads Generate 3,500 Leads in 2010 Objective 3 - Provide Low Cost Solution for SMB Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals New SMB Product Line # New Customers 500 New Customers in 2010 Monthly Billing Option # Customers on Monthly Billing 100 Customers in 2010 3.1 Balanced Scorecard Strategy Map – Business Processes Objective 1 - Implement CRM System Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals CRM System Implementation System Go-Live Date Go-Live by Oct 2010 CRM Training CRM Adoption Rate 100% Adoption by Staff by Jan 2011 Data Migrations # Customer Databases Consolidate to 1 Database by Dec 2010 Objective 2 - Improve Staff Recruiting & Retention Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals HR Information System # Resumes Submitted Online 500 Resumes in 2010 Results Only Work Environment Link staff performance reviews to business KPIs Complete KPI mapping by Oct 2010 Employee Profiling New Sales Hire Success Rate Increase to 75% OTE by Jan 2011 Objective 3 - Disaster Recovery Planning & Security Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Disaster Recovery Plan Plan Completion Completed by Jan 2011 Security Auditing Audit Recommendations Received Receive Recommendations in Jun 2010 Sarbarnes Oxley Compliance Compliance Achieved Ongoing Objective 4 - Reduce Waste with Lean Manufacturing Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Sustainability Report Report Completion Completed by Oct 2010 Lean Manufacturing Audit Audit Recommendations Received Receive Recommendations by Jan 2011 3.1 Balanced Scorecard Strategy Map – Learning & Growth Objective 1 - Revamp Employee Training Programs Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Sales & Service Training # Staff Trained 100% trained on new methods by Jan 2011 Quality Assurance Average Customer Service Call QA Score 3.5 Average QA Score by Oct 2010 Dale Carnegie Leadership & Communications # Staff Certified 20 Staff Certified by Jan 2010 Objective 2 - Create Career Paths for Each Function Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Succession Management Develop Succession Management Plan Plan completed by Jan 2011 Job Descriptions Job Descriptions Completed Completed by Jun 2010 Performance Reviews Performance Review Metrics Add business KPIs to all reviews Oct 2010 Objective 3 - Launch Corporate Intranet Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Intranet Project Intranet Re-launch Date Launch Mar 2011 4.0 GAP Analysis & Program Prioritization 4.1 GAP Analysis 4.2 Program Prioritization 4.3 Key Success Factors 4.1 GAP Analysis Target Item Customer Data Current State House in Multiple Systems Goal State Centrally Located in Action Plan Implement CRM System Enterprise CRM System Lead Generation Process Marketing Programs Select Marketing Automation Sales Alerts in Place Automated, Sales Reps Platform Integrates Tightly Alerted for Hot Leads with CRM System Develop Career Paths for all Complete Skills Inventory, functions, future leaders Develop Succession identified and groomed Succession Planning No Scoring, Nurturing, or Management Matrix Not in existence Product Development No Formal Process for Making Scorecard System to Rank Create Product Scorecard and Decision Making Go/No Go Decisions Value of Each Development Use at all Process Checkpoints and Review at Checkpoints 4.2 Program Prioritization Rankings 4.2 Program Prioritization Results 4.3 Key Success Factors Key Success Factors Risk Contingency Plan End User Adoption Rates for CRM Poor ROI Rate Provide Exceptional Training Product Development Process Definition and Improvement Product Failure Leverage Consultant to get key stakeholders together Key Success Factor Risk Contingency Plan Key Success Factor Risk Contingency Plan 5.0 Monitoring & Measurement 5.1 Business Strategy Metrics Dashboard 5.1 Business Strategy Metrics Dashboard ...
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This note was uploaded on 01/08/2011 for the course RTV 3208 taught by Professor Hendel during the Spring '10 term at University of Florida.

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