Business Strategy Presentation

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					2010 Strategic Plan


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
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
 Solid New Product Development Process 

Poor Information Security & Disaster Recovery

 Growth by cross-selling new products 

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
Vendor Consolidation Initiative Reduce Customer Churn Rate Head Count Reduction

Key Performance Indicators & Metrics
# Vendors Retention Rate # Full-Time Staff

Target Timeframe to Achieve Goals
Reduce to 28 by Jun 2010 Increase to 78% by Jan 2010 Reduce to 150 by Oct 2010

Objective 2 - Improve Annual Growth Rate to 9%
Programs, Initiatives, & Actions
President's Club Re-Seller Partnership Channel Acquisitions

Key Performance Indicators & Metrics
# Reps Achieving 100% of Sales Targets Annual Revenue from Partner Channels Annual Revenue from New Acquistions

Target Timeframe to Achieve Goals
5 Reps in President's Club in 2010 $500,000 in Revenue in 2010 $15M in Revenue in 2010

Objective 3 - Increase Available Cash
Programs, Initiatives, & Actions
A/R Collections A/P Payment Review Early Payment Discount Program

Key Performance Indicators & Metrics
Average Days of Receivables Average Days of Payables % Invoices Paid with Early Payment Discount

Target Timeframe to Achieve Goals
45 Days by June 2010 60 Days by June 2010 5% of all invoices in Q3 2009

3.1 Balanced Scorecard Strategy Map Customer
Objective 1 - Improve Customer Satisfaction
Programs, Initiatives, & Actions
Voice of Customer

Key Performance Indicators & Metrics
# New Ideas for R & D

Target Timeframe to Achieve Goals
12 New Ideas in 2010

Customer Support Portal
Customer Satisfaction Surveys

Portal Launch Date
Net Promoter Score, # Surveys Completed

Launch by Oct 2010
Get NPS Benchmarks in 2010

Objective 2 - Increase Market Share to 25%
Programs, Initiatives, & Actions
Market Research Initiative Service Level Agreement Marketing Automation Program

Key Performance Indicators & Metrics
% Market Share % Support Requests Escalated to Tier 3 # New Leads

Target Timeframe to Achieve Goals
Increase to 25% by Jan 2011 > 5% of requests escalated by Jun 2010 Generate 3,500 Leads in 2010

Objective 3 - Provide Low Cost Solution for SMB
Programs, Initiatives, & Actions
New SMB Product Line Monthly Billing Option

Key Performance Indicators & Metrics
# New Customers # Customers on Monthly Billing

Target Timeframe to Achieve Goals
500 New Customers in 2010 100 Customers in 2010

3.1 Balanced Scorecard Strategy Map – Business Processes
Objective 1 - Implement CRM System
Programs, Initiatives, & Actions
CRM System Implementation CRM Training Data Migrations

Key Performance Indicators & Metrics
System Go-Live Date CRM Adoption Rate # Customer Databases

Target Timeframe to Achieve Goals
Go-Live by Oct 2010 100% Adoption by Staff by Jan 2011 Consolidate to 1 Database by Dec 2010

Objective 2 - Improve Staff Recruiting & Retention
Programs, Initiatives, & Actions
HR Information System Results Only Work Environment Employee Profiling

Key Performance Indicators & Metrics
# Resumes Submitted Online Link staff performance reviews to business KPIs New Sales Hire Success Rate

Target Timeframe to Achieve Goals
500 Resumes in 2010 Complete KPI mapping by Oct 2010 Increase to 75% OTE by Jan 2011

Objective 3 - Disaster Recovery Planning & Security
Programs, Initiatives, & Actions
Disaster Recovery Plan

Key Performance Indicators & Metrics
Plan Completion

Target Timeframe to Achieve Goals
Completed by Jan 2011

Security Auditing
Sarbarnes Oxley Compliance

Audit Recommendations Received
Compliance Achieved

Receive Recommendations in Jun 2010

Objective 4 - Reduce Waste with Lean Manufacturing
Programs, Initiatives, & Actions
Sustainability Report Lean Manufacturing Audit

Key Performance Indicators & Metrics
Report Completion Audit Recommendations Received

Target Timeframe to Achieve Goals
Completed by Oct 2010 Receive Recommendations by Jan 2011

3.1 Balanced Scorecard Strategy Map – Learning & Growth
Objective 1 - Revamp Employee Training Programs
Programs, Initiatives, & Actions
Sales & Service Training Quality Assurance Dale Carnegie Leadership & Communications

Key Performance Indicators & Metrics
# Staff Trained Average Customer Service Call QA Score # Staff Certified

Target Timeframe to Achieve Goals
100% trained on new methods by Jan 2011 3.5 Average QA Score by Oct 2010 20 Staff Certified by Jan 2010

Objective 2 - Create Career Paths for Each Function
Programs, Initiatives, & Actions
Succession Management
Job Descriptions Performance Reviews

Key Performance Indicators & Metrics
Develop Succession Management Plan
Job Descriptions Completed Performance Review Metrics

Target Timeframe to Achieve Goals
Plan completed by Jan 2011
Completed by Jun 2010 Add business KPIs to all reviews Oct 2010

Objective 3 - Launch Corporate Intranet
Programs, Initiatives, & Actions
Intranet Project

Key Performance Indicators & Metrics
Intranet Re-launch Date

Target Timeframe to Achieve Goals
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 Enterprise CRM System

Action Plan
Implement CRM System

Lead Generation Process

No Scoring, Nurturing, or Sales Alerts in Place

Marketing Programs Automated, Sales Reps Alerted for Hot Leads

Select Marketing Automation Platform Integrates Tightly with CRM System Complete Skills Inventory, Develop Succession Management Matrix Create Product Scorecard and Use at all Process Checkpoints

Succession Planning

Not in existence

Develop Career Paths for all functions, future leaders identified and groomed

Product Development Decision Making

No Formal Process for Making Go/No Go Decisions

Scorecard System to Rank Value of Each Development and Review at Checkpoints

4.2 Program Prioritization Rankings

4.2 Program Prioritization Results

4.3 Key Success Factors

Key Success Factors


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


Contingency Plan

Key Success Factor


Contingency Plan

5.0 Monitoring & Measurement

5.1 Business Strategy Metrics Dashboard

5.1 Business Strategy Metrics Dashboard

Description: Use this tool to present the highlights from your business strategy plan. Sections include: Executive Summary, Situational Analysis, Objectives, Initiatives, Metrics, & Targets, GAP Analysis & Program Prioritization, Monitoring & Measurement.
This document is also part of a package Strategic Planning 23 Documents Included