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Posts Tagged ‘Corporate Executive Board’

Firms with a credible emerging market strategy gain performance advantage

Wednesday, December 14th, 2011

CEB A lack of clarity and credibility in emerging market strategy is leading to investor skepticism and, ultimately, discounts to corporate valuation. According to CEB analysis, companies with questionable emerging markets messaging generated an average total shareholder return of only 2 percent between 2008 and 2010, compared with a 32 percent return for companies with credible emerging markets messaging.

In a study of 71 global firms, CEB found that 46 percent of companies that report having an emerging markets strategy lack a credible story in the eyes of investors. Enhancing credibility moving forward will be especially important for companies given the growing importance of emerging markets to their growth plans.

Nearly two-thirds of companies say they have accelerated growth targets in emerging markets.  Additionally, lack of credibility and clarity in emerging markets messaging has been identified by CEB as one of the top five barriers to global readiness for companies in its publication of Executive Guidance for 2012.

“As firms intensify investments in emerging markets, many will fail to earn economic returns in an increasingly competitive environment,” said Michael Griffin, executive director at CEB. “Our research suggests that companies focused on emerging markets growth should clarify their strategy for investors and employees. Doing so has a substantial impact on performance.”

Companies should start by clarifying their strategy internally.  In a survey of nearly 400 senior emerging market staff, CEB found that many companies’ globalization strategies are not clear to their own employees.

More than a third of leaders either could not identify their company’s strategic focus in emerging markets or did not understand their role in the company’s globalization strategy.

These firms lagged their peers on key emerging markets performance indicators like growth, profitability and competitive positioning.

In addition to clarifying emerging markets strategy internally, to increase the effectiveness and credibility of their emerging markets messaging and win investor confidence, CEB recommends companies:

  • Clarify Strategic Intent –Distill emerging markets strategy into a limited set of messages (just three to five) that are clearly worded, company-specific and clearly tie with company’s higher level strategic messaging.
  • Focus on Differentiation – Develop key messages that explicitly highlight ways in which their strategies are different from their competitors.
  • Employ Proof Points – Show investors a track record of execution where possible.  Forward-looking messaging should be verifiable so that it can be used to enhance credibility in the future.
  • Provide a balanced assessment– Incorporate risks and headwinds as a component of investor messaging, as well as how the company is positioned to mitigate them.

For more information please visit CEB’s Executive Guidance for 2012, Assessing Global Readiness.

CIOs see rapid growth in cloud and mobile spending despite flat budgets

Wednesday, November 9th, 2011

CEB CIOs expect to spend 39 percent of their 2012 project budgets on information management initiatives and 32 percent on process automation projects. This represents a significant shift in corporate IT departments’ priorities as information outstrips process automation, according to new research from Corporate Executive Board (CEB) (NYSE: EXBD), a leading research and advisory services company.

CEB also anticipates rapid growth in cloud and mobile applications spending.  Cloud spending is projected to increase by more than 20 percent and account for approximately 7 percent of total budgets; mobile applications will increase by more than 60 percent and account for roughly 4 percent of budgets in 2012.

CEB anticipates that the increased focus on information over process, first seen in 2011, will continue into the foreseeable future.

The shift, which the company predicted in 2010 with its Future of Corporate IT study, is accelerated by the rise of big data and the desire for organizations to use information more effectively to gain competitive advantage.

Related CEB research finds that supporting the mobile employee is a top infrastructure priority in 2012. CIOs are increasingly allocating budget to the conversion of existing applications as well as the development of new mobile apps.

They also continue to invest in infrastructure to facilitate mobility. Reducing infrastructure costs and supporting business innovation are also on the priority list and drive much of the increased interest in cloud-based services, particularly Infrastructure-as-a-Service (IaaS).

CEB’s projections are based on the company’s 2012 Global IT Budget Benchmarking report representing USD $38 billion in IT spending.  The report suggests that overall operating budgets will be roughly flat with growth of just under 3 percent — less than a third of the actual increases reported in 2011.

Capital expenditures will also flatten in 2012 after an increase of more than 20 percent in 2011, which allowed organizations to clear a backlog of projects left over from the recession.  With that backlog largely gone, IT capital expenditures will increase by only 5 percent in North America and will decline steeply (14%) in Europeamid economic woes.

“Most IT departments experienced significant budget increases in 2011 — we saw it as a catch-up year coming out of the recession,” said Shvetank Shah, executive director at CEB.  ”This year we anticipate more modest growth as companies focus on realizing the benefit of their recent investments and continue to advance their level of sophistication while containing costs.”

Other notable findings of CEB’s 2012 IT Budget Benchmarking report include:

  • End-to-end Services Grow in Popularity – the majority of CIOs (54%) are expecting to offer at least some end-to-end services in 2012. An additional 11 percent will move to a multi-functional shared services model in which IT becomes integrated with other corporate shared services. This trend is anticipated to continue far beyond next year. More than 70 percent of organizations will have a more integrated service offering by 2012.
  • IT Staffing Remains Constant – with approximately 60 percent of IT operating expenditure allocated to workforce, including internal staff, contractors and outsourcing providers, the allocation of IT staff remains stable. The highest staffed IT function is applications (41%), followed by infrastructure (22%). IT functions are also developing roles to help facilitate the transition to integrated service models.

“CIOs are working hard to balance innovation and austerity,” Shah added.  ”Our 2012 IT Budget Benchmarking report helps them understand how their priorities and investments stack up against their peers and lets them validate their thinking to ensure they won’t be left behind when economic conditions improve.”

To learn more about CEB or its IT Budget Benchmarking Survey, please see: www.cio.executiveboard.com.

Satisfaction is all a customer wants

Monday, June 21st, 2010

Corporate Executive BoardARLINGTON, VA – Going “above and beyond” customer expectations to delight them does not pay, says new research from the Corporate Executive Board’s Customer Contact Council. After years of focus on the “above and beyond” service mentality, research indicates that most customers only seek a satisfactory solution to an issue, and that companies themselves are actually artificially raising expectations in their efforts to over-satisfy them.

The research also suggests, and CEB advises, that reducing the level of effort a customer exerts in the service channel is a more effective and lucrative path to customer loyalty.

CEB’s research found that, in aggregate, customer service interactions are nearly four times more likely to lead to disloyalty than loyalty. For companies seeking to mitigate disloyalty, reducing customer effort—not delighting the customer-is the greatest lever the contact center can pull.

We have experienced this effect ourselves. If a company spends an undue amount of time with unnecessary and time-consuming attempts to delight us instead of getting right to the problem, it turns us off.

“Everyone is talking about loyalty—how to build it, what it means, and how to monetize it—but many companies are operating under false pretences,” said Matt Dixon, managing director, CEB.

“There’s lots of uncertainty out there and we wanted to help our members sift through what really matters in customer service. What we found was surprising and really challenged conventional wisdom. Now, when customers ask us how to best delight their customers, we say don’t—reduce their effort instead.”

We agree. Don’t make it hard for us to address an actual issue. Get to the point.

To arrive at the findings, The Corporate Executive Board conducted extensive qualitative analysis to determine key loyalty drivers in the service channel and surveyed a sample of nearly 75,000 customers globally across multiple industries.

For more information on how to reduce customer effort and build loyalty or to complete the Customer Effort Audit, visit www.executiveboard.com/ccc-customer-effort. To learn about the Customer Contact Council, see: www.ccc.executiveboard.com.

Survey shows improvement in executive outlook

Friday, March 5th, 2010

Survey shows executive optimismARLINGTON, VA – Signs of the economic recovery are starting to surface, yet senior executives continue to be cautiously optimistic about their business’s growth, according to the latest findings from The Corporate Executive Board Business Barometer.

Based on a quarterly survey measuring the assumptions of nearly 400 senior executives about future economic conditions, the Business Barometer found that at the start of 2010, executives are more optimistic about future revenue growth. However, continued uncertainty about consumer demand, coupled with heightened costs pressures, are dampening business executives’ outlook.

Execs still cautious

“Although an improvement over the fourth quarter of 2009, our Business Barometer reveals that executives are still cautious in their economic outlook for the year ahead, confirming that the recovery remains fragile,” said Oleg Polishchuk of The Corporate Executive Board.

“There are hopeful signs that businesses are starting to experience growth with most senior executives saying they expect a boost in revenue from rising new orders and the introduction of new products, and two-thirds expecting sales to new customers increase compared to last quarter. Furthermore, pent-up demand for CAPEX (hardware, software, facilities and manufacturing equipment) may boost growth as well.”

Companies adopting balance approach

Michael Griffin of the Corporate Executive Board said, “Companies are adopting a disciplined and balanced approach to growth. While we are starting to see the first signs of increasing capital investments, companies are also looking to maintain and advance efficiencies.”

We need to mention that the phrase “cautiously optimistic,” which has been used in reporting these findings, is getting worn out when referring to economic recovery. The survey’s findings, though, align with other reports we are seeing that suggest many companies feel the need to bring out products put on the back burners, refresh depleted warehouse inventories, and reengage with IT products placed on hold during the recession. Here are some results from the Corporate Executive Board survey in line with those trends:

Some key findings:

Sixty-six percent of executives believe sales to new customers will be higher in the next 12 months (compared to 52 percent in Q4 2009), with 50 percent believing sales to existing customers will also improve.

In the next 12 months, 58 percent of executives expect to introduce a higher number of new products (an increase of 57 percent over Q4 2009) and 68 percent expect to receive more new orders (compared to 57 percent in Q4 2009).

A majority of executives (59 percent) also expect expanded production levels in the next 12 months (an improvement over 40 percent in Q4 2009.