WHAT DO YOU DO TO WIN YOUR CUSTOMER'S HEART?
WHAT DO YOU DO WITH THE SILOS IN YOUR CY?
WHAT DO YOU DO TO BUILD A CUSTOMER CENTRIC ORGANISATION?
In my opinion COVID is an accelerator of trends and many companies invest money and a lot of energy in the so called digital transformation. But the question is, is this the end or is this the end of the beginning? From your customer perspective the digitisation in the new normal is the minimum, a commodity and I'm absolutely convinced that - in the near future - digitisation won't make the difference anymore. What will make the difference in the future is the way you'll combine digitisation and human touch; find the perfect balance!
HOW CAN YOU BUILD A REAL CUSTOMER CENTRIC ORGANISATION?
I see that a lot of companies are still structured with the classical silos: presales, sales, marketing, operations, shared services, supply chain management, ….
We need to break down those silos! Break down those barriers! I've learned a lot from Delaware - 'delivering tomorrow today!' In IT services we see that the silos are fading so that we're all able to represent the customer within the company.
Be an orchestrator instead of a classical pre-sales / sales engineering account manager!
An orchestrator conducts the orchestra! It's like 'Der Kapelle Meister' / 'le chef d'orchestre' who combines all the talents. So identify in the different departments of your company the men and the women who have the competence but also the passion to help the customer. Bring them all together and 'play with the customer the same music / the same symphony'. That's the only way to exceed the customer's needs! In order to make a New Deal, you should make of your customer a partner for life!
Don't forget, your customer should be in the top of your mind!