Join Craig Bailey at SCORE 2007
President Craig Bailey will be moderating a session at the upcoming
SCORE 2007 conference in Boston (June 11-13th). The session, entitled
"Creating a Passion for Service Excellence," will feature a panel of
accomplished executives from Customer Centricity clients including:
The annual SCORE conference attracts over 250 executive level attendees
and direct reports in operational areas such as customer service, human
resources, sales and marketing. The program focuses on providing practical
insight into Loyalty Management and Customer Operations. For more
information about the conference, please
Growth by Acquisition
Craig Bailey, with contributions from
Bob Nealon of Nealon Advisory Group
Growth by merger and acquisition (M&A) is a popular strategy. However, a
well-published statistic suggests that approximately 80% of these
transactions fail to achieve their expected outcome. Why? Because what
looks great on paper isn't so easy to accomplish in reality.
In this newsletter series on Growth by Acqusition, we provide
insights, based on our involvement in numerous post-M&A integrations, to
guide you through your M&A planning and integration efforts. There are
many factors to consider in order to achieve a successful integration of
two entities. This series will cover the following topic areas:
Is it a merger or an acquisition?
Goals and necessities of the acquisition
Setting the stage for successful integration
Define the integration team
Establish key assumptions and planning parameters
You show me yours / I'll show you mine
Project management takes over
will discuss the first topic in this article.
Is it a merger or an acquisition?
Call it what you will, but our experience tells us there really are only
acquisitions. Even a supposed "merger of equals" usually turns out to be
an acquisition where one entity is ultimately on top.
Operating under the assumption that the transaction is a merger when it is
truly an acquisition will cause confusion and waste time and resources
during the integration efforts. That is, if the personnel on your
integration team feel that they carry equal decision making authority, it
will be difficult to determine the go-forward organizational design,
business processes and systems strategy.
By clearly indicating the parameters of the transaction (which
organization is the baseline for the new/combined organization), you will
have taken a major step towards enabling an effective integration.
Future articles will discuss the remaining topics. If you would like to
receive more information on this subject without waiting for the full
newsletter series, please
contact us. Or if you need assistance with an acquisition you are
planning or are in the midst of integrating, we can help.
+ Join Craig Bailey at SCORE 2007 in Boston
+ Growth by Acquisition
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About Customer Centricity, Inc.
We strengthen overall company performance through
better service delivery and management.
We boost efficiencies in front-line customer service and technical support
teams, order processing, fulfillment, field service, logistics and other
key operations functions.
In short, we align the resources of your organization to exceed your
customers' expectations in the most effective and efficient manner
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