Do the ESMs affect the company's bottom line?
Posted: Tue Feb 18, 2025 6:42 am
1. Is strategic discussion a core part of the activity at ESM?
Make thinking about strategic questions a core part of your ESM and always link back what the company does with the conversation. If a large part of the conversation on your ESM is not about themes that affect the continuity and future of the company, ESM has insufficient credibility for the employees. This 'strategic' conversation must be started by people who have 'the mandate' to pick up the results of the conversation: the leaders of the company.
Many ESM implementations have goals such as knowledge sharing, connecting people and organizational units, innovation and employee satisfaction. At first glance, there does not seem to be much wrong with these goals, but for the portugal phone number list average employee they are abstract umbrella concepts. Every listener will nod in agreement, but if you then tell someone 'Go and share knowledge seriously', little will be achieved. Moreover, there is no company in the world that makes money from achieving such goals. In reality, these are all prerequisites for being able to help your customers better and faster, to be able to innovate your products better and faster and to increase effectiveness and efficiency.
So formulate goals that focus on that and make them as specific as possible. A good example is: 'Increase conversion by making the customer a faster and better quote', or: 'Give the customer an answer to a question or a status update within an hour'.
Make thinking about strategic questions a core part of your ESM and always link back what the company does with the conversation. If a large part of the conversation on your ESM is not about themes that affect the continuity and future of the company, ESM has insufficient credibility for the employees. This 'strategic' conversation must be started by people who have 'the mandate' to pick up the results of the conversation: the leaders of the company.
Many ESM implementations have goals such as knowledge sharing, connecting people and organizational units, innovation and employee satisfaction. At first glance, there does not seem to be much wrong with these goals, but for the portugal phone number list average employee they are abstract umbrella concepts. Every listener will nod in agreement, but if you then tell someone 'Go and share knowledge seriously', little will be achieved. Moreover, there is no company in the world that makes money from achieving such goals. In reality, these are all prerequisites for being able to help your customers better and faster, to be able to innovate your products better and faster and to increase effectiveness and efficiency.
So formulate goals that focus on that and make them as specific as possible. A good example is: 'Increase conversion by making the customer a faster and better quote', or: 'Give the customer an answer to a question or a status update within an hour'.