operating a business during coronavirus

096: Using Customer Intelligence to Improve Operations with Adam Hayes

“If you don’t have customers, you don’t have a business,” and this is why “You have to always think about continuous improvement.” Wise words from Adam Hayes, a civil engineer who now consults and serves as an operations advisor across various industries. In this episode, Adam reveals the three types of customers every business should consider as well as internal questions you should ask yourself as a guide to meet customer expectations, measure what matters, and ultimately increase profitability.

Special Guest: Adam Hayes, Independent COO & Founding Principal – Next Mesa, LLC

Location:  Roswell, GA  USA

Show Notes:

  • Hubspot: a marketing, sales, and service software designed to streamline and automate the customer relationship process.
  • Klipfolio: a cloud-based app for creating dashboards, reports, and performing visual analysis by retrieving data from over 100 sources it integrates with.  “Klipfolio helps you stay in control of your business by giving you visibility into your most important data and metrics.”
  • Strategyzer:  an app that allows you to rapidly sketch out business ideas with the Business Model & Value Proposition Canvas.  Design, test, and share business models and value propositions with your team in real-time to determine if an idea is worth pursuing before making further investments.
  • Business Model & Value Proposition Canvas:  a website where you can download these FREE templates.  The “Business Model Canvas is a strategic management and entrepreneurial tool.  it allows you to describe, design, challenge, invent, and pivot your business model.”  The “Value Proposition Canvas helps you tackle the core challenges of every business – creating compelling products and services customers want to buy.”
  • Alexander Osterwalder:  a compilation of articles provided by this contributor to the Strategyzer blog.  Topics include innovation, strategy, and visual business models.
  • Fishbowl: the top manufacturing and inventory management add-on software for Quickbooks.  It also integrates with a number of other services including Xero, Salesforce, WooCommerce, and Amazon among others.
  • NetSuite: a leading cloud-based Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and e-commerce business software suite by Oracle. NetSuite manages business finances, operations, and customer relations.

Related Episodes:

  • Episode 073: Wes Graham’s Primer on Process Improvement
  • Episode 092: Preparing for the Unexpected in Daily Operations with Joseph Powell
  • Episode 094: Retooling Operations for Customer Success with David Ellin

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More About Guest, Adam Hayes:
Adam Hayes is an experienced business leader and senior engineer with extensive business and technical experience in real estate, sustainability, waste minimization, compliance, business operations, manufacturing, capital planning, and remediation planning. His experience covers a broad range of sectors including industrial, food manufacturing, office, retail, hospitality, energy, telecommunication, healthcare, education, and housing. He provides an exceptional combination of business acumen, communication abilities, and analytical expertise together with an adaptable and disciplined leadership and mentoring approach.

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35 countries.

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095: Finding the Right Model to Improve Operations with Elzie Flenard

Operational excellence and business infrastructure are common threads throughout Elzie Flenard’s career. As a former electronics engineer and operations manager, turned podcast producer, he can attest to how important company culture along with a validated improvement model is in getting things done. In this episode, Elzie breaks down the correct order in building business infrastructure as he emphasizes the importance of securing the right people first, then processes, and last the tools. Learn why he says operations can be your company’s profitable differentiator.

Special Guest: Elzie Flenard, Founder & CEO – Enterprise NOW!

Location:  Milwaukee, WI  USA

Show Notes:

What is a RACI Chart? Find out in this video:


Related Episodes:

  • Episode 007: Staffing Up While You Scale Up: Getting the Help You Need When You Need It with Essie Escobedo
  • Episode 089: Understanding the Value of COOs with Bill Shepard
  • Episode 093: Supporting People in Charge of Operations with Marvell Allen
  • Episode 094: Retooling Operations for Customer Success with David Ellin

Like What You Heard? Please Leave a Review on Apple Podcasts

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More About Guest, Elzie Flenard:
Elzie Flenard, III is the founder of Enterprise NOW!. Elzie is also the host of the Enterprise NOW! Podcast, a business and entrepreneurship talk show that seeks to educate, motivate, and inspire current business owners as well as aspiring entrepreneurs on a variety of business-related topics. Enterprise NOW! features entrepreneurs and business leaders from various industries and fields.

Elzie has more than a decade of experience as an engineering professional and
entrepreneur. He thrives on thinking outside the box, bringing the best out of
entrepreneurs, and driving results. He provokes thought, challenges creativity, and
inspires persistence. He holds a Master’s Degree in Business Administration from Carroll University and is an Accredited Small Business Consultant. In his free time, Elzie enjoys singing, bowling, watching movies, and spending time with his family.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35 countries.

 

More About Emcee, Jason Smith:
Jason Smith is the Founder of CIGRIE, LLC – a business development consulting firm specializing in campaign-based business development initiatives for small to medium businesses. He’s also a Senior Consultant with ASLAN Training & Development, helping clients to improve the way their teams sell.  Jason hosts the Sales Synergistics podcast.

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094: Retooling Operations for Customer Success with David Ellin

As technology and customers become smarter so does the expectation for companies to be faster, better, and cheaper. Back-office workflows now go beyond order-to-delivery, procure-to-pay, and intake-to-discharge. They also include customer engagement – a task once owned by marketing. In this episode, David Ellin taps into his experiences as a COO and VP of Customer Success to give a crash course on the importance of retooling processes, measuring what matters, and conducting kaizen events to enhance customer experience and profit.

Special Guest: David Ellin, Chief Customer Officer – Centric Leadership Strategies, LLC

Location:  Atlanta, GA  USA

Show Notes:

Related Episodes:

  • Episode 020: Striking the Perfect Balance Between Marketing & Operations
  • Episode 021: Improving Quality in Healthcare Operations
  • Episode 064: The One Thing You Need to Know About Process Improvement
  • Episode 073: Wes Graham’s Primer on Process Improvement

Like What You Heard? Please Leave a Review on Apple Podcasts

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More About Guest, David Ellin:
David Ellin believes that putting customers at the center of a business is vital to long-term success. As a self-proclaimed fanatical Customer Success leader, he delivers value by building high-performing customer-facing teams that optimize customer relationships resulting in revenue growth, retention, and customer satisfaction.

David’s expertise as a Customer Success professional extends over 15+ years and includes customer relationship management, account management, revenue growth, renewals, transformations, migrations, operations, P&L management, team building, and leadership.

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35 countries.

More About Emcee, Jason Smith:
Jason Smith is the Founder of CIGRIE, LLC – a business development consulting firm specializing in campaign-based business development initiatives for small to medium businesses. He’s also a Senior Consultant with ASLAN Training & Development, helping clients to improve the way their teams sell.  Jason hosts the Sales Synergistics podcast.

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093: Supporting People in Charge of Operations with Marvell Allen

With a background in cultural anthropology, certified coaching, and leadership development, Marvell Allen brings a distinct perspective to her C-suite clients. She has a particular knack for helping them eliminate egos and silos as barriers to getting things done. In this episode, Marvell explains how COOs (or anyone in charge of operations) can keep CEOs off the ledge. But, she says, they in turn need support in executing on strategy and keeping the entire supply chain intact. Discover the business infrastructure techniques she says can help.

Special Guest: Marvell Allen, Founder & CEO – Millennium Career Advantage, LLC

Location:  Oakland, CA  USA

Show Notes:

  • COO eForum: “a private and confidential member network featuring: member profiles and contributions, extensive library of business information, calendar chapter meetings, industry forums, chat feature, and private chapter networks.”
  • COO Forum LinkedIn Group: an international LinkedIn group providing support and roundtable discussions for Operating CFOs, General Managers, Divisional Presidents, Operating CIOs, and Executive VPs.
  • Make Operations Your Secret Weapon – Here’s How: an article by 1st Round Review featuring Linda Kozlowski, COO of Etsy.
  • The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations: a book by James Kouzes and Barry Posner. Marvell recommends paying close attention to chapters 3, 4, and 5.  Key principles from the book include:
    • Model the Way
    • Challenge the Process
    • Enable Others to Act
    • Encourage the Heart
  • The Five Dysfunctions of a Team: A Leadership Fable: a book by Patrick Lencioni.
    1. Absence of Trust
    2. Fear of Conflict
    3. Lack of Committment
    4. Avoidance of Accountability
    5. Inattention to Details
  • SBA: the Small Business Administration is an American government program offering funding as well as operational sources to keep small businesses open.
  • SCORE: the Service Corp of Retired Executives is an SBA resource partner offering a combination of live and recorded webinars on a variety of topics to help small businesses start and grow.

Related Episodes:

  • Episode 089: Understanding the Value of COOs with Bill Shepard
  • Episode 091: Debunking COO Myths with Maria Jones
  • Episode 092: Preparing for the Unexpected in Daily Operations with Joseph Powell

Like What You Heard? Please Leave a Review on Apple Podcasts

Subscribe for FREE on Your Favorite Podcast Platform

   

 

More About Guest, Marvell Allen:
Marvell C. Allen is Owner and Principal of Millennium Career Advantage, LLC, a professional
leadership development and coaching practice, started in 2010.  She is an expert at delivering executive, management, and staff development programs that support organizational objectives. Moreover, she has a solid track record as an organizational development leader for dynamic organizations as they work to resolve complex business issues.

Marvell is known as a key strategic partner for senior executives and cross-functional teams to help achieve business imperatives. Additionally, she is a sought-after facilitator who assists teams and organizations with solving their most challenging issues. Current and past clients include Twitter, LinkedIn, The Bureau of Indian Affairs (U.S. Department of the Interior), Marriott International, Kaiser Permanente, Google, the National Oceanic and Atmospheric Administration, The Federal Reserve Bank of San Francisco, and Genentech, to name a few.

She has a BA degree from UC Berkeley, an MA in Political and Economic Assessment (International Business Asia) from Dominican University of California, and coaching certifications in StrengthsFinder, Leadership/Talent Management, and Career Management Coaching. Marvell is also a Certified Facilitator for The Leadership Challenge.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35 countries.

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