Run it Like a Business!

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• Run it Like a Business!
• Lisa C. Welsher

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Run it Like a Business Overview

• The following presentation is an excerpt from a
  1-day IMS Workshop called
• Run it Like a Business-
• 5 Key Principles Every SupportProfessional
  Should Know!
• Public workshop schedule is posted on
  www.visitims.com

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Run it Like a Business- What?

• A quick look at the What, Why, and How of running
  it like a business
• What does it mean to run it like a business?
• Why should you run it like a business?
• How can you run it like a business?

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Run it Like a Business- What?

• What does it mean to run it like a business?
• The Run it Like a Business session is designed to
  influence your perspective and thinking. It is
  not a methodology or a defined process.

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Run it Like a Business- Why?

• Why should you run it like a business?
• When you manage your support center with a run
  it like a business approach, the benefits
  include
• Improve Decision Making
• Prioritize Effectively
• Become Smarter
• Improve Performance
• Gain Senior Management Respect

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Run it Like a Business- How?

• How can you run it like a business?
• Managers and Directors can learn how to run it
  like a business by focusing on 5 key areas of
  business
• Target Market
• Products Services
• Marketing
• Operations
• Financials

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Run it Like a Business- How?

• The 5 key areas of business are highly dependent
  on one another and build on each other...

Financials
Operations
Marketing
Products Services
Target Market
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Run it Like a Business- How?

• When you run it like a business, it isnt enough
  to know your target market, you need to
  understand your target market as well!

Financials
Operations
Marketing
Products Services
Target Market
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Run it Like a Business- How?

• When you run it like a business, you recognize
  Products Services must meet customer needs,
  will evolve, and need to be competitive.
• Self Support
• Knowledge Management
• Chat
• Etc...

Financials
Operations
Marketing
Products Services
Target Market
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Run it Like a Business- How?

• When you run it like a business, the management
  team must be able to articulate two essential
  aspects of marketing
• Value proposition
• Position Statement

Financials
Operations
Marketing
Products Services
Target Market
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Run it Like a Business- How?

• When you run it like a business, operations are
  where profit margins come into playtherefore, it
  is essential that you define and perfect your
  core business processes!

Financials
Operations
Marketing
Products Services
Target Market
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Run it Like a Business- How?

• When you run it like a business, business
  financials are understood to be very different
  from performance measurements.

Financials
Operations
Marketing
Products Services
Target Market
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• Thank you!