The Leader - July/August 2008 - (Page 20)

o r ga N Iz a tIoNa l desIgN : lea dI Ng practI ce coNsI de ratIoN s fo r co rp o rate re al e s ta t e emphasis by leading companies. The following vignettes highlight the key survey findings and present viewpoints on the topic for you to consider (see Figure 2). Customer relationship management began in retail or sales and has over time trickled down to the real estate, facilities and workplace community. Some companies explicitly acknowledge the need for customer relationship management, while others ponder on the cost versus benefits. While many companies have instituted some form of CRE/W CRM (63 percent), only 22 percent have dedicated CRMs with no operational responsibilities. Interestingly, more than 25 percent of the survey respondents indicated that they did not have any formal CRM capability or ascribed the responsibility to the department head. You may ask, “Aren’t we all in the service business and therefore all responsible for customer relationship management?” While this is true, a CRE/W CRM needs to operate at both tactical and strategic levels. At the tactical level, CRM is about customer service and ensuring consistent satisfaction through each transaction experience (i.e., a move, a work order, etc.). At the strategic level, CRM has the ability to elevate real estate and workplace topics to the C-suite or divisional leadership levels, by maintaining an ongoing dialog with senior management and promoting the value added impact and lever that is the workplace. To operate at the strategic level requires senior individuals with deep credibility and experience to translate the issues in ways that will resonate with the C-suite and divisional leaders. Depending on the nature and complexity of a company’s operating model, CRE/W CRM may be deployed in differ- F IG. 9 hoW a r e gloB a l c r e/W pr oc esses d e v e l o p e d aNd MaN a ged WIthIN your c ur r e N t or ga NIza tIoN str uc tur e? We have defined global processes and governance roles for CRE / Workplace; Global process owners leverage technology enabled workflows to drive activity We have defined global processes for all CRE / Workplace capabilities and processes; Global process owners are established and well known We have defined global processes for all CRE / Workplace capabilities; Global process owners are not in place We have defined global processes for selected capabilities; Global process owners are not in place We do not have global processes or defined process owners in place; Each region / country / site develops its own processes Other 18 4 19 5 6 8 0 5 10 15 20 # of responses F IG. 10 a r e c oMpa NIes WIth gloB a l pr o c e s s c oNsId er a tIoNs Mor e lI k ely to ha ve d e p l o y e d INtegr a ted tools a Nd tec hNolo g I e s ? We have defined global processes and governance roles for CRE / Workplace; Global process owners leverage technology enabled workflows to drive activity We have defined global processes for all CRE / Workplace capabilities and processes; Global process owners are established and well known We have defined global processes for all CRE / Workplace capabilities; Global process owners are not in place We have defined global processes for selected capabilities; Global process owners are not in place We do not have global processes or defined process owners in place; Each region / country / site develops its own processes decentralized Not Integrated planning to Integrate already Integrated IWMs 0% 20% 40% 60% 80% 100% the le ade r 20 J u ly / a u g u s t

Table of Contents Feed for the Digital Edition of The Leader - July/August 2008

The Leader - July/August 2008 Leadership Contents Message from the CEO Real Estate in the News Organizational Design Accommodating Growth Responding to the Challenge EMEA's Building Energy Rating TVA's Shortcut to Success ANZ Banking Group’s Jane Hamilton Tractus Asia’s Dennis Messeroll Arizona’s Greg Weiner Workplace Design Workplace Directory The Texas Report Industry Tracker Discovery Forum Findings Career Development Congratulations to 2008 Corenet Global Award Winners! Young Leader Economic Development in the News Connect with Corenet Global A Look Ahead

The Leader - July/August 2008

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