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IX MM&ALatin Congress

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MM&A Global Consulting is an international network that provides comprehensive services to multinational companies in the Americas, Europe and Asia. In June of this year, we held the IX MM&ALatin Congress to renew and strengthen our alliances.

What has been the best thing about working in the MM&ALatin network?

Belonging to an international network allows you to meet business sources, lifestyles and enhance your skills, generate synergies and mutual learning.

Through the network, we broaden and deepen the relationship between international companies and multinationals, thanks to mutual collaboration.

In a globalized and highly changing world, it is necessary to have visions and relationships that are beyond borders, in this way we achieve exponential growth, without the need to be everywhere.

IX MM&ALatin Congress

What did you think was the best part of the meeting?

The willingness of each delegation to achieve a common activity for the continent and the efforts of the matrix to make this happen. With this we not only strengthen the current network, but also begin to work so that it continues to expand, in a collaborative manner as it has been up to now.

I believe that there is no better way to achieve a direct business relationship, where we can accurately distinguish the potential of each subsidiary.

What projections do you envision for the future of the network proposed at the IX MM&ALatin Congress?

The projections are very high due to the reach to the East and among our countries. After the pandemic, there is now all the will and the channels to boost all types of business.

What do you think are the main considerations that the network must have in order to be maintained over time?

Essentially, the quality of the services that the entire network achieves with its professionals, the synergy between countries and local services that can be exported and the excellent climate of communication among all participants.

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Customer Experience

fenixacademy reuniónvirtual ventas capacitación cursosonline emprendedor pyme emprendedores fenixcyc alvaroflores ventasonline digitalización digital liderazgo

The importance of customer experience

The world is changing at a speed never seen before. Access to information is unlimited and therefore consumers are more informed and share this information with each other.
A dissatisfied customer is a chain of lost potential customers. Customer experience is becoming increasingly relevant.
What is customer experience?
It is the generation of emotional bonds with the customers of your product or service, which will result in a differentiating element and economic benefit for your business. For this to happen, there must be a value chain that allows this link to be maintained over time.

Customer experience is not only an element of differentiation; it can also have a major impact on the bottom line.

What is the relevance of the customer experience?

– Today it plays a critical role in companies’ ability to differentiate themselves.
– Customer expectations are changing and therefore our businesses must adjust to this new reality.
– Customers do not expect excellence only from large companies; they expect it from any company, it is not a matter of size, but of developing the qualities and capabilities required according to current demands.
Companies have different points of contact with our clients, through which it is possible to obtain relevant information to improve their business. Nowadays it is possible to obtain feedback through surveys (phone calls, emails, etc.) and on the other hand feedback from customers who proactively share their experience.
The challenge lies in what do we do with all this information? How do we structure this valuable feedback?

The objective is to unify the information and then align the entire organization with the customer experience. All this with the final objective of achieving a homogeneous vision and image of the company on the part of the clients.

What does a company that manages customer experience look like?

A company that manages the customer experience has skills distributed throughout the organization, metrics are customer-centric and have been communicated in detail to stakeholders.
– The established tasks are carried out according to plan.
– Roles and responsibilities are clearly established
– Managers monitor the customer experience in a global and continuous way, based on cross-channel KPIs.

Three steps to achieve a great customer experience

1. Why
Perform an analysis of the current situation and from there review in detail the customer’s journey, understanding this journey from the moment he/she decides to “search” for what we offer.
Analyze the root cause of problems throughout the customer journey, at different touch points.
To know the expectations that customers have by segment.

2. The what
Define customer experience design principles:
– Commitments at the different points of contact,
– Roadmap linked to the business model,
– Business plan and the impact of the customer experience on the business plan.

The issue is not to have information but how we use this information to improve the experience with your business, to turn this information into a practical input to solve problems, to improve processes.

3. The how
An appropriate governance model must be developed, as well as KPIs that reflect the commitments to the customer and all the internal steps necessary to be able to fulfill the commitments and make everything that has been stated a regular practice.
Generate incentive plans, based on the outcome of the customer experience.

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Business Plan

plan de negocios asesorías consultorías fenix capacitación y consultoría Alvaro Flores Capital de trabajo

How to model our business idea

We usually hear in business meetings that we must prepare the “business plan” for the quarter, semester or year. It is heard as something known and processed, but in practice and with the dynamics of current times, this guideline or north that should guide the work of sales is often forgotten because it is elaborated in a complex way.

The business plan must be simple to review and control and totally transversal not only to the sales people, but to the whole company so that there is an integral culture towards the customer.

What elements should be included in this plan?

The most important is the determination of the real added value that the final customer receives from our services or products, what is/are the critical variable(s) that differentiate me from the competition and make what I offer attractive to the consumer?

This aspect, together with eight additional parameters, makes it very simple and easy to explain to the entire company what makes us so special.

CANVAS

There is a methodology that we always suggest to address this issue called Canvas as a tool for planning, analysis, study and presentation of Business Model. It was developed in 2011 by Alexander Osterwalder and Yves Pigneur in the book Business Model Generation, where they analyze the different types of models and which one is best to use in each case. This philosophy simplifies the business into 4 major areas: customers, supply, infrastructure and economic viability in a box with 9 divisions.

The way to fill these tables is with an open participation of the direct members and sometimes with some indirect ones that bring balance to the answers. Each person responds to what he/she believes is consulted in each table in a personal way on a sheet that is then handed to the person who directs the process and that is added to everyone’s answers. Along with this comes a dialogue of argumentation as to why each answer is thought to have merit.

Team participation enriches the vision and the construction of the Business Plan.

It is precisely this dialogue that is most valuable of all, because there are pictures that are very simple, but others in which totally opposite positions can be determined that end up answering concerns as to why certain strategies have not worked in the past. This is because the arguments that sales people make may be unexpectedly different from anything that is promulgated as a company ideal.

The clearest example of this is in the added value that we think our services or products have, here we usually hear arguments related to higher or lower price, better service, quality, response time, etc. when in practice management has sent signals in another direction.

Model Review Period

By generating these charts from which you can get some very famous ones on the internet about netflix or airbnb for example, variables have appeared that indicate that we should have more than one canvas board because there are services or products that have different characteristics and it could have happened that we have only one message for the whole portfolio. For this reason, and according to the dynamics of market rotation in which we are, it is suggested to perform this vision at least once a year to see if our value to the customer still applies or if it should be improved or adapted in form and substance.

You must first ask yourself who are your customers? It seems simple but clearly it is not, you must segment. You need to be clear about the relationship and the channels you will use with them, what will be the added value to deliver, what activities and resources you will need to deliver this value, what alliances you should count on for this and of course how much it will cost and how you will have the income. All this is a single table or chart in a simple, self-explanatory and measurable way.

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Annual Taxation Criteria

SII Declaración anual de renta Asesoría Consultoría Alvaro Flores Cursos Online Criterios para la tributación anual Operación renta 2021

A simplified view of planning

As we all know, annual tax payments are always a very important milestone for any business. In recent years, the reforms applied, which are still in the process of adjustment, have resulted in a sort of “esoteric world” to the tax system, since what you knew six months ago has been altered again today, modifying the criteria for annual taxation.

The annual taxation criteria have changed. It is informally said that the “obligated” partner of any company is “don fisco” and as any partner he has to abide by strict rules and at the same time demands precise rules that must be complied with without hesitation.

The deadlines for the application of all franchises granted by law are also rigorous, so having access to up-to-date accounting equipment is more vital than ever. In any given month of the year we should know that we are already projecting the tax figure for the following year.

This seems so obvious but it is so simple to see that few companies do this planning that when the time comes to pay the annual tax they usually find themselves with big surprises of payments that could have been smoothed with the application in form and substance of those franchises granted by law, thus fully complying with the requirements of “don fisco” and improving the exposure of their own cash flow.

Tax Planning and the Annual Taxation Criteria

Tax planning is as important as commercial, logistical or financial planning for optimal resource efficiency. There are management control procedures that seek to standardize the way accounting is viewed so that it faithfully reflects the results; this is particularly important for the gross margins of each service or product.

The proper management of provisions to avoid mismatches resulting from purchases of inputs and sales of the same processed products, for example, requires a very fine control so as not to have months with low margins and other very high ones, if this happens in our country in December the effect on profits can be greatly affected.

That said, the "picture we came out with" on December 31 will be with us all year long, and it depends on prior planning whether it will be an "attractive profile" to the market.

The formal presentation of the income tax is together with the tax folder that shows the official monthly records, the documents that accompany the company as its “annual banner”, its “official ranking” with which financial entities evaluate positively or negatively the business to grant credits or not. All other documents that may be used as support are complementary, business plans, pre-balance sheets, various explanations are submitted second to the annual and monthly income forms. Hence its importance.

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Personal Shielding and Quality of Life

blindaje personal, como concepto de calidad de vida.

To be healthier and have more time, to get closer to themselves without allowing external irruptions of any kind.

At first sight the word personal armor gives us an idea of being protected, safe, calm, it generates the sensation of having an armor to repel problems, if we speak militarily it is an idea of fortress created to keep away unforeseen attacks and to be able to maintain the essential resources to the interior, the clear roads for the transit of our necessities and commerce.

For many years I have used this concept (shielding) associated with business, with the idea that our clients manage to create that strength around them and be able to anticipate weaknesses and unforeseen events, starting from the economic resources that are like the fuel needed for any machine to work what is mentioned as a financial shielding, then towards the order and structure that we must have so that entropy does not waste the resources, which we have called management shielding, and finally the correct maintenance with global governance through laws and taxes, which comes to be the patrimonial shielding. And this is part of a model that works and will continue to work, but what about personal shielding, as a quality of life approach?

Today we are in a change of paradigms at a planetary level that has come to rescue from the bottom of the past priorities, vital elements that in the madness of the exitism at any price that proliferated in education and markets were postponed.

In education, vital courses for deep reasoning have been eliminated, philosophy, art, civic education have been avoided and with this the great teacher of truth today is the media, “an ocean of information one centimeter deep” that stuns us without filters to think and reflect on the basis of fundamental value principles.

Personal shielding and quality of life

Today, it is not enough to have our businesses “armored” if we do not build a “personal armor” in people, with a view to quality of life. The role of the person enters vehemently to tell us that there is no point in so much external success if people do not have internal and external quality of life, if we are preying on our brains and hearts with vain and often even ill-intentioned information, and if we transform the environment into a warehouse of inputs to create our reality.

This is why the concept of sustainability must be a return to the origin, to a balance that cannot be postponed. If we take on our businesses in an integral way, shielding people as the first element, we will have everything that academics have been writing about for years, committed teams, high efficiency, creativity and that mystique that gives positive performance.

Personal Shielding arises from a transmutation of mineralized elements in our psyche into new and subtle ones that generate orchards of ideas and superior quality of life.

Global Consciousness

The road has just begun for this global awareness, but the new generations, with their pros and cons, come with a different set-up, closer to questioning why things are done? To be healthier and have more time, to get closer to themselves without allowing external irruptions of any kind. Being a leader of new generations requires to have internalized this personal shielding that they demand, and the best way to do this is to begin to assume it, a lot of reflection of the eternal questions, why do I do this? Am I in what I want? What do I do with my time? Answering this is not simple, but it is part of human nature to determine your answers and not just from market and business sources.
The world has changed as the experts say, there will be no return to “business as usual”. So everyone is invited to join the life model, welcome to Personal Shielding with an eye towards quality of life.

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