The Kenesco K-muni-K

Disaster Recovery: A basic pre-audit checklist for office power requirements

2012-03-28T01:05:09Z

"Can we name the price for down-time of our critical software for 1 day, 3 days, or more?". If you can't put a hard dollar figure on that question, you have some homework ahead of you.

Getting Business and IT on the Same Page

2011-09-20T17:37:46Z

Bob Violino's article "Translate This" in CIO's September 15, 2011 issue shows us the importance of creating common definitions to bridge the communication gap between business and IT. Technical jargon is out. Coherence and simplicity is in. Focussing on three points, all conversations should center on 1) Business prioritization, 2) Collaboration, and 2) Demonstration of delivered value to the organization in terms of competition and strategy.

I was recently reminded by a local magazine publisher and client of Kenesco of the eye-glazing language that is ever-present in any IT conversation. He remarked that it causes smart people to feel helpless while less scrupulous vendors exploit their clients. Thankfully he wasn't referring to Kenesco. Yet unfortunately, jargon and unclear language is inherent in any IT discussion.

So how is this solved? By stepping back from the discussion and placing the very definitions of your organization into discrete business terms.

Where does the responsibility sit for creating these common building blocks of business language? My answer as a management consultant is, as you may guess, with the consultant.

While all stakeholders will be involved in creating these definitions, it's the consultant's experience and repetition in forging successful pathways that clients rely on and expect. The consultant will shepherd the group through exploring organizational assets that can demonstrate existing and successful project language already used within the company. The consultant can then locate common denominators and draw out a clear delineation of what defines a product, process, or particular function in the context of creating the agreed upon business value. It may not be a traditional definition. It will not always be intuitive to business or IT. Yet, it will be one that fits the purpose of demonstrating business value and achieving business goals. Now business and IT can begin planning together with this new understanding of delivering value. Both groups will have a renewed assurance of success.

To summarize:

IT must always demonstrate business value
Do this by creating common definitions that delineate products, processes, and functions while avoiding jargon
Reliance on your consultant to guide your organization through this process is a critical factor to success

If your business is undertaking a new project or looking to ensure success in existing projects, contact Kenesco to see where we can help.

David Knea, CEO Kenesco

September 2011

+1 (855) KENESCO

kenesco.com

CRM Strategy: Only Part of the Big Picture

2011-08-17T21:51:21Z

Mary Wardley is quoted in "Strategize for Better CRM" of CIO's August 2011 issue and states that customer relationship strategy needs to be developed using a technique similar to the ITIL's 7-Step Continuous Improvement Model. She goes on to equate Customer Relationship Management (CRM) strategy with customer service strategy. While we agree there is overlap. These are probably not the same thing in most organizations and may require more guidance to achieve.

Customer Service (from IT) exists within the Service Operation phase of an ITIL organization and is concerned with the support of IT Services. It is most likely assisted by a Professional Services Automation (PSA) tool. While the PSA may contain some CRM features, the PSA may not be robust enough to provide the best value to the company's Sales function. The result: a separate CRM solution would be appropriate. In any event, integration is the most critical consideration. This isn't simply integration between CRM and PSA. Rather, it is integration of both together along with the company's Financial System and any other supporting systems. Total integration of data is the end-result.

Remember and apply the DIKW model here. That is Data > Information > Knowledge > Wisdom. While we still may rely on consultants to provide wisdom, even they can't improve our organization without knowledge of itself. That's why Kenesco advocates that businesses use a Service Knowledge Management System (SKMS) approach to capture, process, analyze, and act on any corporate data. This will take into account all systems, their integration, and continuous improvement of the company.

If your organization is considering system integration and best practices, please contact Kenesco. Our ITIL certified consultants can help.

Kenesco

+1-773-935-2897

Benefits and Challenges of the Trend toward Sales Force Automation (SFA)

2011-08-12T21:39:32Z

In his July 2011 article from CFO, "Now you see (some of) IT", David Rosenbaum evaluates the trend toward companies using online Sales Force Automation (SFA) tools. The largest problem at the senior management and executive level is a lack of visibility in the company sales pipeline. This was illustrated by a drop in stock price for ShoreTel when the CFO missed his earnings projection because the company couldn't identify poor sales from its portfolio of channel partners. Rosenbaum reports the reality of missed earning to an 18% increase in the likelyhood of a CFO being dismissed. This should capture a CFO's attention. Another illustration demonstrated the old method of using Excel spreadsheets can quickly mire down an organization in the sales process.

He goes on to report some good news. The cost gap is closing for SFA and Customer Relationship Management (CRM) tools. They are now affordable. Yet, the challenge for the CFO and organization still remains in matching the tool to the process in order to maximize the company's bottom line.

Rosenbaum shows us that when selecting a vendor and product, one needs to consider deal size and geographic distribution. Further, integration with the company's financial system will eventually come into play. And while the trend is encouraging for these IT Software-as-a-Service (SaaS) providers such as Salesforce.com, Microsoft Dynamics, SageCRM, NetSuite, and SugarCRM, the article shows us that a couple lingering blind spots remain for executives. Tying a company's marketing-spend to the return on the company sales effort for one. Another is the identification of lost opportunities such as markets you don't know exist or your company simply hasn't considered.

Even while these challenges remain, Kenesco encourage our client companies to begin a move toward online SFA tools. Coupled with our managed services, this can help you reduce your company's overall technology service desk cost. Also, the knowledge in your sales team's hand while in the field is greatly improved thereby increasing your probability of closing sales. For assistance with SFA tool selection, we can help. Call Kenesco today to inquire.

David Knea

CEO, Kenesco

+1 (773) 935-2897

sales at kenesco.com

Give It Away

2010-11-08T19:13:25Z

What do we do with our down-time?...use this time as your hidden sales opportunity...Using social media or a blogging site, put something out there...You build a skill..You become an expert...that future client...hanging around on those same sites...become search-able and...stick with it...This is a calculated risk that "will" pay off in the form of experience and a relationship...David Knea, CEO, Kenesco Computing LLC

Firefox, and Firesheep, and Hackers, Oh My!

2010-11-03T11:24:21Z

Open (unencrypted) Wi-Fi connections have always been a threat to their users...an add-on to Firefox call "Firesheep" that demonstrated the newest twist...Kenesco's opinion is this. Do not use any unencrypted Wi-fi networks. Period...Better yet, work with your IT department to create a company-wide solution. These are typically more cost effective and will be more manageable for document access across your team.

Is Social Media a Vacuum?

2010-08-28T14:08:54Z

Some would say yes. Consider the recent glitch with Google Buzz. Don’t know what Google Buzz is? Think of it as a conversation Ala Twitter. Except it’s Google. Don’t know what Twitter is? Well, maybe you’ve already answered this question for me - or at least for yourself.

Google recently admitted to a bug that prevented BUZZ updates from appearing properly for Tech TV host and mega-blogger, Leo Laporte.

PLUM Kiosk Release by Kenesco in Q1 2010

2010-01-25T01:35:42Z

Is your Small and Medium Business (SMB) idea unique?

2009-11-23T08:46:33Z

For the Small and Medium Business (SMB) owner, first mover advantage is not a differentiator. Doing something better is not a core competency. Just give the competition a little time and they’ll do it the same way. What you need is a uniqueness that can’t be repeated – or at least one that can’t be repeated easily...David Knea, CEO, Kenesco Computing

Are You Selling Blind?

2009-11-06T02:09:32Z

Do you know your sales mix off the top of your head? You should. Period.