What is Business Enablement? KPI and Tools

What is business enablement?

 

You are a business owner. You have the people, you have the tools and you know your targets. However, the clutter is endless and every process takes longer than it is supposed to be. Business enablement helps you to align your people, strategies, tools, processes, and practices.

 

It creates an environment where employees are able to do their best work, leading to improved business outcomes, higher customer satisfaction, and a sustainable competitive advantage.

 

Sales Enablement vs Business Enablement: What’s the difference? 

 

Sales enablement, Operational enablement and business enablement are often confused. Sales enablement focuses primarily on the sales team, streamlining their processes and equipping them with tools, training, and content to sell more effectively while operational enablement focuses on optimising day-to-day operations and processes to ensure smooth running of the business. 

 

Business enablement on the other hand focuses on the business as a whole. It involves doing what is necessary to improve overall business performance and operational efficiency. Sales enablement is a subset of business enablement while operational enablement runs parallel to business enablement.

 

Need for business enablement

 

Efficiency and automation are the buzzwords for businesses that help you to get ahead of the competition. Growing companies buy tools to improve efficiency and get into the rut of managing these tools instead of getting their work done.

 

Business Enablement stops this from happening. Along with having the right tools and processes, organizations implementing business enablement can multiply their productivity and profit by up to 15%.

 

There are multiple levels of enablement like technology, operations, sales, and business enablement. Business enablement is the secret weapon to:

 

• Increase Customer Satisfaction
• Improve Employee Retention
• Maximize Productivity
• Boost Sales

 

Major Stakeholder of Business Enablement

 

Business enablement involves multiple stakeholders coming together, each playing a crucial role in ensuring the success of the enablement strategies and their implementation.

 

We’ll broadly classify them as: 

 

1. Those who drive the initiative: The C-Suits
2. Those who keep it going and benefit from it: The different teams involved 

 

The C-Suite and Owners

 

Owners

Owners set the tone for innovation and adaptation. Owners also need to ensure governance and regulatory practices are aligned with new systems. If the bandwidth permits, a bi-weekly progress report can be requested from the respective department-level champions for owners to get a bird's-eye view of the progress.

 

Founders

 

Founders play a crucial role in business enablement by setting the vision, culture, and strategic direction of the company. They are often the driving force behind innovation and growth. They ensure the culture of the company stays intact during the business enablement process and tools are not just purchased but implemented.

 

Executives

 

Top-rung executives will carry forward the vision of the founders or board. They also set an example of ground-based leadership and ensure the risk-resilience of the changes.

 

The teams that come together to enable a business 

 

• HR Team: The team that hires decides the culture and initiative of the company. The right tools and resources will provide them with the data to make informed hiring decisions and maintain open and effective communication between management and employees.

 

• This will help them hire right, retain key employees, reduce turnover costs, and maintain continuity in operations.

 

• Marketing team: The marketing team is responsible for the look, feel, and voice of the company and the product. It’s important that they are aligned with the senior management, product and sales teams.

 

• Equipping them with tools and resources will ensure they are able to get the messaging right, keep it consistent across touch points, and provide the sales team with everything they need to close deals. 

 

• Sales team: Salespeople are the faces of the company. They manage the pipeline, negotiate, and close deals. Sales enablement is a crucial part of business enablement. It ensures that the sales team is fully equipped to bring in revenue. `

 

• IT department: The IT team is not only responsible for the technological infrastructure but also ensuring security and facilitating implementation of tools. It is crucial that the team has the right tools and resources to ensure the overall technological readiness of the company and its people. 

 

• Finance department: With the right forecast and budgeting, the finance department ensures the company has enough financial headspace to undergo an overhaul process. Finance operations enablement will help them manage cash flows, investments, tax planning, and compliance and be an advisor to management.

 

• Operations team: The operations team significantly contributes to business enablement, ensuring that the organization's processes are optimized, resources are efficiently managed, and overall operational performance is aligned with strategic business goals.

 

• Processes like Lean Six Sigma, quality assurance, and scheduling will be their specialization.

 

How to achieve business enablement?

 

Assess Organizational Needs - Identifying Gaps and Opportunities

 

Start by identifying inefficiencies and bottlenecks that are making it difficult to achieve the business goals. This could be knowledge, resource, or technological gaps. Tools like surveys, interviews and data analysis can be used to do this.

 

This will also help in figuring out the right tools or initiatives to bridge these gaps. It’s important that these initiatives integrate as seamlessly into the existing system as possible. 

 

For example, If your sales team is finding it challenging to access and use sales collaterals, implementing a centralized content management system that provides sales representatives with easy access to updated and relevant sales collateral could be potential solution.  ​

 

 

Identify key stakeholders - Assigning who will be in charge

 

Now that the gaps and needs have been identified, it’s important to identify the right stakeholders to own this problem, come up with potential solutions, and implement them. This will ensure accountability and instil a sense of ownership and responsibility.

 

For example, as a business scales, hand-offs from sales to customer success to support might become a bit challenging. Identifying key stakeholders in each team who can work together to come up with a process to streamline the handoffs will ensure all the teams are on the same page making implementation seamless. 

 

Implementation - Rolling Out Initiatives

 

A pilot test run of the new tools/process can be done for 2 weeks in smaller organizations and up to 2 months in larger organizations. During the pilot close monitoring should be done to catch any possible issues and any future issues that may arise.

 

Feedback can be gathered from employees and a few loyal clients. Setting up communication channels is essential. This is also a time to install new communication apps if the internal communication tools seem outdated. The HR team can spearhead communication channels to ensure everybody gives adequate feedback.

 

Change Management and Adoption - making sure it’s working

 

Nudging employees to try out new systems is essential. If the change is done by brute force, not only the effectiveness will be reduced but it will also lead to an overall failure of the system. Making employees aware of the benefits and creating an open forum for discussion is imperative.

 

Conflicts need to be dealt with a very light hand as many seasoned employees may feel intimidated or uncomfortable with the changes. There will also arise problems of closely working teams needing to be on the same page like pre-sales and marketing.

 

These issues are often not foreseen but there should be bandwidth assigned for resolution of possible issues.

 

How to Measure Business Enablement:

 

Don’t roll a dice on business enablement and hope to land it on the correct numbers. Since the change is organisationally implemented, multiple metrics can be used to measure the same.

 

Key Performance Indicators (KPIs)

 

• Sales Metrics

More often than not, sales metrics are an obvious sign. How fast your leads convert, what percentage of the leads convert to sales, and how viable your pipeline is, etc., are some basic key indicators to see if the enablement has worked.

 

• Employee Productivity

While what counts as ‘productive’ is a whole other debate, there are some specific factors one can look at. How fast employees can finish a task and how much they can handle complex tasks tells a lot. Reduced tendencies for attrition can also be counted as a benefit of business enablement.

 

• Usage rates and Customer retention

Website visitor metrics, subscription rates, and feature utilization are directly available from the databases to analyze if the business enablement has increased the visibility of the business. Reduced customer churn rates and improved prospectus of cross-selling show how the new process has increased customer satisfaction.

 

Overcoming Challenges in Business Enablement

Wise men say change is the only constant, but so is the resistance to change. Concerns regarding security, employee growth and safety, and poor communication can be great barriers to effective business enablement.

 

Detailed documentation, Q&A sessions, and encouraging employees to save time by involving in new processes can go a long way. The changes should also ensure that the two departments don’t end up at loggerheads.

 

Creating a document enunciating any issues or errors that happened so far and how employees can get ahead of it will reduce repeat errors.

 

Small rewards such as a word of appreciation or shout-outs for employees who take the business enablement process forward will enable positive competition and an optimistic outlook.

 

Future of Business Enablement

 

Automation is no longer a buzzwordd. Keeping up with AI culture is not easy, but your business enablement should consider AI tools that will automate day-to-day processes like AI note-takers, smart calendars, and document summarizers. 

 

Business enablement tools should be future-proof and while taking any tools or processes, a farsighted vision is required.

 

Tools for Business Enablement

 

Salesforce (CRM Tool)

 

What is Salesforce? Salesforce is a leading Customer Relationship Management (CRM) platform that helps businesses manage their relationships with customers, streamline processes, and improve profitability. It offers a suite of applications for sales, customer service, marketing, and more.

 

Why Salesforce for Business Enablement? Salesforce centralizes customer information, tracks interactions, and automates various processes, making it easier for sales teams to manage their pipeline, close deals, and provide better customer service.

 

It supports data-driven decision-making and enhances collaboration across departments. It can be used in the initial stages of business enablement to establish a robust CRM system, ensuring all customer interactions and data are organized from the start.

 

Features:

 

• Sales Cloud: Manages sales processes, leads, opportunities, and customer data.
• Service Cloud: Enhances customer support with tools for case management, customer service automation, and self-service portals.
• Marketing Cloud: Facilitates personalized marketing campaigns across multiple channels.
• Analytics Cloud: Provides powerful analytics and business intelligence capabilities.
• AppExchange: A marketplace for third-party apps that integrate with Salesforce.

 

Pros/Special Features:

 

• Customization: Highly customizable to fit specific business needs.
• Integration: Integrates with various third-party applications and services.
• Scalability: Suitable for businesses of all sizes, from small startups to large enterprises.
• AI Integration: Features like Salesforce Einstein provide AI-driven insights and automation.

 

Microsoft Dynamics (ERP System)

 

What is Microsoft Dynamics? Microsoft Dynamics is a suite of enterprise resource planning (ERP) and customer relationship management (CRM) software applications. It helps businesses automate and streamline their financial, customer service, and operational processes.

 

Why Microsoft Dynamics for Business Enablement? Microsoft Dynamics offers integrated solutions that connect various aspects of a business, from finance and operations to sales and customer service. This integration helps improve efficiency, decision-making, and customer satisfaction. 

 

It is particularly useful during the growth and expansion stages of business enablement, providing comprehensive management of various business functions.

 

Features:

 

• Dynamics 365 Finance and Operations: Manages financials, supply chain, and production.
• Dynamics 365 Sales: CRM functionalities for managing customer relationships and sales pipelines.
• Dynamics 365 Customer Service: Tools for improving customer service and support.
• Power BI: Advanced analytics and reporting capabilities.
• Integration with Microsoft Products: Seamless integration with Office 365, Azure, and other Microsoft products.

 

Pros/Special Features:

 

• Unified Platform: Combines ERP and CRM functionalities in a single platform.
• Scalability: Suitable for large enterprises with complex needs.
• Flexibility: Modular applications allow businesses to choose and implement only what they need.
• AI and Machine Learning: Enhanced decision-making with integrated AI and machine learning features.

 

Slack (Collaboration and Communication Tool)

 

What is Slack? Slack is a collaboration and communication platform that allows teams to communicate in real time through messaging, file sharing, and integrations with various apps and services.

 

Why Slack for Business Enablement? Slack enhances team communication and collaboration, reducing the reliance on emails and enabling more efficient and transparent workflows. It is ideal for the ongoing communication and collaboration stage, ensuring continuous and effective team interactions.

Features:

• Channels: Organize conversations by topics, projects, or teams.
• Direct Messaging: Private communication between team members.
• File Sharing: Share documents, images, and other files directly within the platform.
• Integration: Integrates with tools like Google Drive, Trello, Salesforce, and more.
• Search Functionality: Powerful search to find messages, files, and conversations easily.

Pros/Special Features:

• Real-Time Communication: Instant messaging and notifications keep teams connected.
• Customizable Notifications: Users can customize notifications to stay informed without being overwhelmed.
• Bots and Automation: Slack bots can automate repetitive tasks and provide reminders.
• Cross-Platform Support: Available on desktop and mobile devices.

 

Trello (Project Management Tool)

 

What is Trello? Trello is a visual project management tool that uses boards, lists, and cards to help teams organize tasks and projects in a flexible and intuitive way.

 

Why Trello for Business Enablement? Trello makes project management simple and visual, allowing teams to see the status of tasks at a glance. It is especially useful in the project planning and execution stages, helping teams organize and track project progress effectively.

 

Features:

• Boards, Lists, and Cards: Visual organization of tasks and projects.
• Drag-and-Drop Interface: Easily move tasks between lists to reflect progress.
• Labels, Checklists, and Due Dates: Enhance task details and organization.
• Power-Ups: Add integrations and features like calendar views, custom fields, and more.
• Collaboration: Commenting, attachments, and notifications to facilitate teamwork.

 

Pros/Special Features:

• Ease of Use: Simple, intuitive interface that’s easy for teams to adopt.
• Flexibility: Adaptable to various project management methodologies, including Agile and Kanban.
• Integration: Connects with tools like Slack, Google Drive, and Jira.
• Visibility: Provides a clear, visual overview of project status and progress.

 

QuickBooks (Financial and Accounting Tool)

 

What is QuickBooks? QuickBooks is an accounting software package developed by Intuit that offers solutions for managing payroll, inventory, sales, and other financial needs for small and medium-sized businesses.

 

Why QuickBooks for Business Enablement? QuickBooks simplifies financial management, providing businesses with tools to manage their finances, track expenses, and ensure accurate financial reporting. It is essential during the financial management stage, helping businesses maintain clear and accurate financial records.

 

Features:

 

• Invoicing: Create and send professional invoices.
• Expense Tracking: Track expenses and manage receipts.
• Payroll Management: Process payroll and manage employee payments.
• Financial Reporting: Generate reports like profit and loss statements, balance sheets, and cash flow statements.
• Tax Preparation: Tools to help with tax preparation and filing.

 

Pros/Special Features:

 

• Ease of Use: Designed for non-accountants with an intuitive interface.
• Automation: Automates many accounting tasks, saving time and reducing errors.
• Integration: Integrates with banking institutions and other financial tools.
• Cloud-Based: Accessible from anywhere with internet access.

 

Workday (Human Resource Tool)

 

What is Workday? Workday is a cloud-based software vendor that specializes in human capital management (HCM), enterprise resource planning (ERP), and financial management applications.

 

Why Workday for Business Enablement? Workday provides comprehensive tools for managing the entire employee lifecycle, from recruitment and onboarding to performance management and payroll. It is crucial during the human resource management stage, ensuring efficient and effective HR processes.

 

Features:

 

• Recruiting: End-to-end recruiting solutions to attract and hire talent.
• Onboarding: Streamlined onboarding processes for new hires.
• Performance Management: Tools for setting goals, providing feedback, and conducting performance reviews.
• Payroll and Benefits: Manage payroll processing and employee benefits.
• Analytics and Reporting: Advanced analytics for workforce planning and decision-making.

 

Pros/Special Features:

 

• Unified Platform: Combines HCM, ERP, and financial management in a single platform.
• User-Friendly: Intuitive interface for both HR professionals and employees.
• Scalability: Suitable for organizations of all sizes.
• Real-Time Insights: Provides real-time data and analytics for better decision-making.