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Martin Bell

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How to set organisational KPIs

Posted by Martin Bell on May 24, 2019 10:02:38 AM


Key performance indicators (KPIs)
establish marker points that let a business evaluate the extent to which they’ve met their growth plans. Organisational KPIs are fairly straightforward to set, as decision makers will already know how they want their business to succeed. KPIs tie into individual performance management by influencing how companies assess worker performance, but KPIs themselves are always linked to organisational, rather than individual, attainment. KPIs require a broader data set and more personal oversight than individual goal setting.

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Topics: Performance management

How to improve your risk management strategy

Posted by Martin Bell on Apr 5, 2019 11:49:58 AM

Most businesses understand the importance of managing risks and opportunities, but not all of them give this the systematic and strategic attention it deserves. The various risks that commercial enterprises face require effective strategies that offer actionable solutions to avoid or mitigate risk. Crafting a risk management plan, however, is not a straightforward endeavour, so having a few basics and the right tools helps. Here are a few simple tips for improving risk management:

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Topics: Risk Management

Customer Engagement Suite now with new NPS feature

Posted by Martin Bell on Aug 31, 2018 1:00:09 PM

Our Customer Engagement suite now comes with the ability to track Net Promoter Scores (NPS), allowing you to quantify customer engagement at different points of the customer journey. NPS ratings can be applied to multiple touch points, and monitored and analysed over time. This helps you formulate personalised improvement plans for each customer, and identify customer priorities and delivery requirements.

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Topics: Customer Engagement

Clearview Customer Feedback & Insight Platform Now Available On G-Cloud

Posted by Martin Bell on Aug 22, 2018 9:34:15 AM

Clearview Customer Feedback & Insight Platform now available on G-Cloud. Our user-friendly Customer Feedback & Insight Platform can now be procured through the government’s G-Cloud portal. The Digital Marketplace, provides a complete database of government endorsed software accessible through G-Cloud, and is a convenient means of accessing our full suite of applications, alongside other market leading business software.

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Topics: Customer Engagement

Fighting through from Dunkirk to Hamburg

Posted by Martin Bell on Jul 30, 2018 2:29:12 PM

Synopsis of a presentation on what we can learn from one man’s Second World War fighting experiences.

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Topics: Customer Engagement

The so what wolf

Posted by Martin Bell on Jul 30, 2018 2:26:17 PM

There are three arguments for tenant involvement – moral, regulatory and practical. Over time I have argued for all three but every now and again I meet the “So What” Wolf. The “So What” Wolf will be familiar to many of you. Charmless, cynical and conservative (with a small c) the Wolf lies in wait during discussions on tenant involvement. The Wolf is always critical about it, denigrating tenants and tenant involvement alike and dismissing anything about empowering tenants as ‘frothy stuff’.

The wolf matters because they do exist and unless those of us who care passionately about tenant involvement deal with them they will win the day in Board and Executive meetings.
But is caring passionately enough? Surely there is a strong moral case for involvement? Unfortunately the So What Wolf will blow this house down. They will argue that landlords are businesses and their business is to provide services to customers. They are not there to be nice, empower anyone or do anything that strays beyond that business purpose. The So What Wolf will argue that those arguing an evangelical case should be gently ignored or patronised and hopefully those evangelicals will go away and annoy someone else.

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Topics: Customer Engagement

April frenzy

Posted by Martin Bell on Jul 30, 2018 2:22:57 PM

I don't know about you, but I was extremely grateful for the recent Bank Holiday weekend. It was beginning to feel like a very long time since I last had a day off so I was especially pleased that it also coincided with some genuinely pleasant weather.

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Topics: Customer Engagement

Day of the living day

Posted by Martin Bell on Jul 30, 2018 2:18:47 PM

SETTING

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Topics: Customer Engagement

An act of classic self-preserving displacement

Posted by Martin Bell on Jul 30, 2018 2:08:09 PM

Now it is Monday...

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Topics: Customer Engagement

Feeling hot, hot, hot and it's horrible!

Posted by Martin Bell on Jul 30, 2018 2:04:49 PM

Wow it's hot...

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Topics: Customer Engagement

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