Managers can't be the same

Real managers must be in-depth details, and assume responsibility for the solution, usually 10% of the energy used to solve this matter, 90% of the energy to find the real cause of this problem-this newspaper reporter Feng Zongzhi Small and medium enterprises information market, really let many enterprises love and hate.　　Love is that the market is huge, many companies regard it as a "fat", provoked many manufacturers have entered. 2010, 800 guests issued a regional exclusive agent model partner Development plan, Ufida Friends network played a "discriminating", "full return" channel policy ...　　While China-Enterprise power relies on the huge business and service network resources accumulated by the ten-year development, the channel continues to expand and plans to expand the channel to 300 cities in the next ten years.　　Hate is that the small and medium-sized enterprises are not so easy to serve, want to earn "a cup of soup" is not easy. April 30, 2010, Alibaba shut down Ali Software interconnection platform, since this, from the software Operation Market sadly exit. With Alibaba's exit, the Magic Code online also disappeared, and even the powerful Google in China's Gmail services have repeatedly declared a short-lived failure.　　This relatively young information industry, once again aroused many doubts in the industry. With the continuous development of China's economy, the need for SME information construction has been expanding. But the overall situation is still not optimistic. Not small and medium-sized enterprises do not want information, but many manufacturers can not provide satisfactory service.　　To be exact, there is no sustainable service, many enterprises choose information mostly just stay in the construction of a Web site and other needs, but now is to rely on information to manage. So, how to carry out information service in small and medium-sized enterprises?　　In the Dan, the power of the head of the enterprise, the direction of ambiguity is the biggest problem facing the industry, many companies are first-class technology, but it is struggling to find their own position, can only hold the golden to leave regret. China's power to face this problem, the most soil and the most tide has been used, from door-to-door to small and medium-sized enterprises 10 years ago to promote the establishment of the station, to now use SaaS (software as a service) to provide information services for small and medium-sized enterprises.　　Although China's power has been trying a new model, its purpose has always been the same thing-for the SME information services.　　Talking about the future development direction of China-Dan, the attitude of the company is very firm: one is localization service, the other is informatization operation.　　As the Dan of the more than 6,000 people's IT service company, she talked about the small and medium-sized Enterprise information Service of the bitter spicy sweet, it seems interesting and familiar.　　In her view, the SME information service is not only the technology, business model, management process, more importantly, the understanding of the needs of small and medium-sized enterprises, but also in front of changes in demand to add "constantly changing" these important words. Positioning: Specious is "not" "New think Tank": Since 1999, the enterprise has three relatively large dynamic positioning adjustment, one is to propose SAP (Enterprise management solutionCase software) concept, one is it application service operators, and finally positioning for the information operators, from another perspective of the process, which has experienced the SME information market and the needs of the essential changes? Dan: The informatization characteristic of small and medium-sized enterprises is different from medium and large enterprise. Large and medium-sized enterprises often from the ERP, CRM, such as large-scale systems began. We've been working with small and medium-sized enterprises for so many years to understand their needs, and they tend not to be able to take that perspective, and they are more concerned with the things that make them profitable and the IT utilities that make them profitable. Based on such a demand, we have decided to start from the SME E-commerce, the most basic is the domain name, marketing, website, as well as network promotion. We use this as a starting point to promote our services. The beginning also has the change, take the website for example, is the static webpage. Later, the site's display features have updated requirements. A big change has taken place in the last year or two, which is not just a simple display site, but a business that has created more demand. Based on this need, we have developed a network marketing platform. In other words, there is still the function of the website, can go to show. However, more importantly, it has become an enterprise to do network marketing tools, can have a website, at the same time, but also can manage their own customers, Web site visitors analysis, even including network promotion, but also through the integration of mail services to interact with customers. This kind of development changes completely conforms to the SME informationization demand evolution.　　In the future, we will gradually develop in depth, that is, more applications of E-commerce, the last step into the management of information. In our view, SaaS (software as a service) mode of information operations is the most suitable for the needs of SMEs, the Chinese enterprises launched the Digital Business Platform series is based on this model.　　Its main feature is to build an information operation platform, the various applications of small and medium-sized enterprises need to be integrated in this platform, so that enterprise customers can be selected on demand, according to the use of pay, to adapt to its flexible business situation. New think-tank: China's SaaS starts relatively late relative to developed countries such as the US. And in the early stages of SaaS development, products are primarily CRM solutions for large enterprises. Now with the development of small and medium-sized enterprises in China, SaaS market and technology is becoming more and more mature, the demand of management informatization is increasing day by day.　　So what do you think is the key to the success of the SaaS model? Dan: Do SaaS, there are four conditions: first, to have a strong financial strength, need to take the platform first, this includes the hardware and software platform, infrastructure, and the second to have strong research and technical capabilities, such as the prevention of competitors and hackers attack; three to have a strong operational capacity and operational experience, such as the system does not downtime, Many of the improvements are based on customer complaints. Four to have a huge customer base and constantly expand the capacity of a large number of new customers.　One of the most important points to sync with these four points is localization services, where customers must see you and find you to work with you.　There is also a time problem, it is impossible to do very quickly, a product from the launch to large-scale promotion of at least a year, this has not been counted on the previous research and development, testing links to spend time. "New think-tank": Not long ago, Alibaba shut down Ali software interconnection platform, from the software Operation Market sadly exit.　　But if you look at four conditions, Alibaba seems to be all right, but why is there such an outcome? Dan: In my opinion, Alibaba's problem is in the "focus" on, for example, Microsoft also talk about services, but its ultimate idea must be to sell software, Alibaba is to do third-party E-commerce platform, it must emphasize "to my main", the opposite view of the power, we emphasize is to build an autonomous platform for enterprises, On this platform can build the company's official website, business shopping malls, can also connect Taobao and other platforms. Therefore, the birth is a gap, it determines a business understanding of the market, I often say that the more than 10 years of the enterprise power of the harvest is not to create a number of successful products, but so many years with small and medium-sized enterprises to get the experience.　　Many times we also have "specious" feeling and judgment, but now understand that the paradox is "not".　　Management: grasp big not put small "new think tank": the enterprise should be in the service industry, then, it must be with the complaints of customers grow up with each other, many enterprises are the customer's complaints as the driving force for improving service, then, how the Chinese enterprise power is how to customer complaints management? Dan: Our company has customer service department, responsible for customer complaints, we regard them as customers in the Enterprise Chief Representative.　　We have a monthly report analysis of customer complaints (VOC, customer voice), that is my one months to see the most careful, but also read the longest report, as a leader, to do is to grasp the key link behind all the problems, avoid repetition, which does not have any know-how, is "serious" word.　　In other words, this industry is still immature, sometimes I go to the Customer Center audit customer complaints, really very surprised customer patience and tolerance heart, we to such a good customer really should always be grateful heart. There is also a customer we call him "fly to", the first use of the power of the service, later use to go to other service providers, and finally use back to the power of the enterprise, I asked them back to the reason, their answer let me filled with emotion-"They are not as good as the momentum of the enterprise", I really do not know this sentence as a customer praise,　　Or as a rebuke, he did not say how well we did, but that other businesses did worse.　　"New think tank": In these years, some of our entrepreneurs are keen to go to various activities, keen to go to various forums, the only place to ignore, is the market line, as far as I know, you spend a lot of the year in the branches of the investigation and understanding of the situation, then, what do you Dan: To cite an argument that is not necessarily appropriate, to the first line, this is a reference value for distinguishing between "honorary entrepreneur" and "hands-on entrepreneur". There are two kinds of evaluations in the company, one is "Catch big or small ", one is" let go ", because I know that all the problems are likely to be covered up, but, in the client, the company all the problems will be exposed, in the staff there, all management problems will be exposed. I particularly agree with the "End Theory", I also listen to the report, but more willing to grassroots, such as "ambush" in the grass-roots staff, listen to their telephone and customer exchanges, because they do not know I am, so the performance is very real. I'll find out if they're selling the main product, attitude is good, the customer is not honest, so you will find that we usually do not pay attention to the place, the real manager must be in-depth details, and take responsibility for, find solutions, usually managers 10% of the energy to solve this thing, 90%　　Energy to find the real cause of this problem, and I, 99% of the energy is used for the latter. Challenges: How to leave the customer recently, "New think tank": In accordance with the development plan of the Chinese enterprises, in the next 3 years, the number of branches planned to reach 120, the next 10 years, will reach 300.　　With the further sinking of the channel, the company may have to open more branches in the future, will this result in the risk of runaway management because of the increased level and excessive span? Dan: I think the most important thing is to adjust the company's strategy, which includes management system, division of labor, business processes and many other aspects. For the company, the most challenging is change is not a part of change, but a whole, for example, from the organizational structure, must not be 1 to 300, the organizational structure must be based on strategic and business adjustments.　　The scale of more than 300 branches will naturally test the company's overall ability, of course, these are more technical problems, there are ways to follow. New think tank: With the pace of cloud computing approaching, competition intensifies, the industry faces more and more integration of innovation challenges.　　2010, in the 11th year of power growth, as one of the cloud services software operations can be integrated through the industry to achieve user-scale breakthroughs, you face the biggest challenge? Dan: The biggest challenge is the momentary change in the market, this is very uncertain, customer demand changeable, for example, the ipad will change the user's many habits, in addition, as "generation", "after" gradually become the mainstream of the enterprise, they compared with their parents, the demand and understanding of the Internet is completely different. So, in the changing needs of customers, how to do "Forever away from the customer", this is the biggest challenge, as an entrepreneur, it is important to see a road, and to take this road out.