The Challenge
The Digital Customer Strategy and capabilities are largely missing or too immature and to drive Customer experience and not aligned with the business functions (Marketing, Sales, e-Commerce, Customer Service). There is almost no ROI on Salesforce Marketing- and Sales-Cloud investments and the IT-Organization is not ready to integrate Salesforce Solution into their IT-Operating model. In addition, the Business and IT organization is following agile working methods only to a very limited extent and fundamental Program capabilities and roles are not defined.
Delivering an agile Program set-up and structure to steer a 3-year Digital Collaboration program
The Approach
In order to lay the foundation, we started with setting-up a program structure including Change Management and a Sprint Planning method.
A stakeholder assessment enabled us to identify key players to secure critical senior management buy-in.
Customer journeys were created by aligning heterogeneous business functions. These journey ultimately delivered Customer centric business value to the B2B Marketplace.
Shaping the Marketplace vision & strategy and implementation of Digital governance (i.e. Customer Experience Circle) to execute Digital Customer Strategy.
Invention of a rolling planning approach to speed up the business value generation
A B2B-Marketplace with company-wide Business case was created and yielded a significant sales contribution.
The Result
The Organization was digitized including a Operating Model. The Digital Touchpoints in Marketing, Sales, e-Commerce, Support, Field Service with Customers were increased. A B2B-Marketplace with company-wide Business case was created and yielded a significant sales contribution. The Digital Customer Interface and Value Chain were integrated integration.
Let’s create sustainable change together.
