That’s the question I get asked more than any other in my years of working closely with top companies to help them alter the customer experience and drive growth and for good reason. Every business is pressured to satisfy shifting consumer demands, maximize the value of their platform investments, and ensure they can execute effectively.
In light of this, adopting a business transformation strategy that places people (all stakeholders, not just customers) at the center of every decision may accomplish the task much more quickly and enable organizations to perceive value far earlier.
Five Related Principles are in the Paragraphs Below
1. Trust-Building is the First Step in Business Transformation
Trust is the essential attribute guiding a successful corporate change. A digital transformation program must, by its very nature, permeate throughout the organization and even outside the corporation’s confines. This aids teams in refocusing on unconventional thinking, embracing novel models and procedures, and creating new relationships, even those involving outside parties.
Because this process requires trust, it must begin with actively including and listening to all stakeholders. As an illustration, our Professional Services teams recently assisted a major automaker with a transformation project that involved a collaboration with the IT and business departments and the outside dealer boards. It was considerably simpler to obtain a clear understanding of the anticipated outcomes from each end-user at the outset, thanks to the inclusion of these stakeholders.
Honest communication regarding expectations and projected outcomes will strengthen trust and keep staff members engaged with the organization’s business transformation objectives. A series of training sessions or adopting new methods and instruments can accomplish this.
2. Check that your Business is Strategically Positioned
For any business transformation endeavor, we at Salesforce use a tried-and-true management methodology to help us establish and uphold a consistent direction. It’s a collaborative idea called the V2MOM (vision, values, methods, obstacles, and measures), which has been crucial to our development.
Five straightforward questions encompass everything:
- What do you hope to accomplish with the transformation?
- What principles are crucial?
- By what means do you travel there?
- What challenges are you facing that prevent you from succeeding?
- What criteria do you use to determine when you’ve arrived?
The outlines of a common language appear when stakeholders from many departments get together in a facilitated V2MOM session to answer these questions and then transparently share their answers.
Organizations can persuade everyone to support the transformation vision more efficiently by focusing on these areas of commonality. As an illustration, a building materials business had to elevate its transformation effort from an IT project to a company-wide strategy with agreed-upon goals and objectives before adopting the Salesforce platform.
The V2MOM can promote a mindset open to innovation, change, and empowerment. This is especially crucial as firms try to eliminate inefficiencies and Salesforce CRM Implementation new working practices.
3. Make Decisions with the Needs of Others in Mind
As I’ve said, the strategy I’m outlining concerns prioritizing customers. However, for that strategy to be effective, businesses must continue to put human connections at the center of everything they do.
This entails applying design thinking to examine each business case from the client’s perspective. Solutions and services created with the user and empathy in mind might increase engagement.
Let’s examine this in greater detail. You will discover that you may advance relatively quickly when you create something that you are confident people will find helpful and relevant to their work — in other words, when a solution is desirable, practicable, and viable. Getting to the desired results will be a lot easier.
Making services more accessible for those with disabilities is only one aspect of inclusivity. Giving each consumer what they need, when they need it, in the form they choose is another important aspect. Because they lack a computer, they may do it via a smartphone app or social media and messaging services.
In conclusion, while efficiency-based methods and metrics are crucial, they are not the primary means of determining whether a client offering is successful.
4. Establish a Sole Authoritative Source
Unlocking the business insights obtained from client data to create consistent and individualized experiences is a fundamental goal of digital transformation. That objective still needs to be reached for most businesses.
Increasing IT complexity is merely one of the difficulties. Data silos are still the top barrier to digital transformation for 89% of businesses, according to research from MuleSoft. According to a study by Accenture, 84% of firms need the right platform to utilize their data fully.
Deploying a platform that can eliminate silos and securely integrate all consumer data across all systems and businesses is essential for success in this climate.
Every employee in the organization may access pertinent client information at any moment thanks to a system like this, which turns into a single source of truth.
In this manner, a consistent client profile may be developed across all touchpoints. This connectivity enables businesses to deliver exceptional client experiences and innovative applications quickly and makes life simpler and more effective for the whole organization.
Consider a business that Salesforce recently collaborated with, creating, producing, and selling sports apparel. It can do more than execute e-commerce by deploying a platform that serves as a single source of truth. Instead, it turns customers into members and gives them individualized experiences that increase brand value and customer lifetime value.
5. Encourage Ongoing Innovation
It’s essential to remember that none of the components I’ve been describing must be restricted to a single business transformation program.
Instead, they can be used at any moment to support businesses in remaining creative and consistently modifying their services to meet shifting client expectations. That’s particularly crucial given the rapid rate of technological change in the commercial world today.
Businesses can use iterative and adaptable ways of working to respond quickly to market and consumer needs if they can continuously drive change and adoption. They can also boost productivity and generate long-term value for the entire organization.
However, my proposed strategy does more than encourage IT teams to adopt agile and DevOps principles. Guarantee that everyone in the organization can connect to and participate in any business transformation plan also entails assessing their skills and expertise. It also entails developing new, cooperative methods for teamwork across departments and disciplines.
Consider the retail bank, which enrolled all of its 15,000 workers in our Trailhead program so they could rapidly become familiar with the organization’s goal for digital transformation.
Implementing the Tenets of Business Transformation
When combined, these corporate transformation strategies can produce extraordinary results. Look at the desire of a major automaker to develop a more connected consumer experience. This included revamping its 24-hour roadside assistance program, in which support personnel assists motorists in the event of collisions, mechanical problems, and other emergencies.
With a focus on technology, the company hired a consultant to integrate ERP systems and developed a business transformation plan that included automating some call center procedures. It soon understood that it was up against a formidable obstacle: the projected transformation’s complexity had been overestimated. As a result, the initiative’s roadmap could have been more focused and convenient, and the proposed schedule was much longer than anticipated, spanning many years.
The business reframed its strategy in collaboration with the Salesforce Consulting Services team by adhering to the above human-centric principles. Working closely with call center representatives and other stakeholders helped clarify the roadmap and guarantee active support inside the enterprise. It also used design thinking to revamp its suggested solutions to meet client needs better.
The changes were not just technological; they were also cultural. Employees were urged to let go of preconceived notions as they moved through the V2MOM phase and inject some fun into envisioning the internal procedures that would result in exceptional service.
This also involved team members participating in wellness questionnaires where they were urged to express their concerns if they thought there was a chance of being overpowered by the change processes the business was proposing.