It is not an IT Technical project. It is a Enterprise Strategic Program!
Strategic Because Customer
is directly impacted
The second the word “Customer” is uttered in
the same breath as an “Enterprise”, the next
word that must come to mind is the process
that connects them.
Especially for a digital enterprise, it is not
enough to go by the traditional economic
deﬁnition of a customer - “one who pays in
exchange for the business offerings”.
In a digital world, everything is connected
and value is created across the chain. All are
customers in a Value Chain and need to be
connected in a Common Uniﬁed Process
(CUP) to Create Value and derive the beneﬁts
from the business outcomes of the executed
Have you connected your Employees,
Clients, Vendors, Business Partners,
Stakeholders, Shareholders /Investors and
the Societies that you operate; in a
Common Uniﬁed Process (CUP)?
Stop Using the
Word “Social” in
A Business Enterprise was always meant to be
social. You have probably just woken up to the fact.
Yes, it is more fashionable now to have the links of
all the apps available on the web. That does not
make you social.
What makes you social is how you are able to bring
the customer into your organization and have a say
on the Quality, Cost, Delivery, Service and Flexibility
of your processes.
Have you thought about this? Is this the way you
are approaching this social phenomenon?
Customer & Consumer Experiences are diﬀerent!
Have you conﬁgured the difference between a Customer and a Consumer in your business?
The Customer seeks Differentiation whereas the Consumer seeks Empathy. What mechanisms do you employ to distinguish them?
While the former provides you with competitive advantage, the latter affords you insights for innovation.
This is the real connection that you need to establish ﬁrst, as part of a digital transformation. Are you ready for it?
The most important dimension for the
success of your digital transformation is a
This narrative must emerge from your
strategic intent and must ﬂow through the
Enterprise Processes to its activities, tasks
This narrative will allow you to differentiate
for your customers and at the same time
empathize with your consumers.
It will thus mutually include what
intend as an enterprise; from Mind 2 Market
and from Time 2 Market perspectives.
Only this narrative that transliterates itself
into the content that ﬂows across your
value chain with every task and
transaction that the enterprise conducts
will yield value.
Connect with me for a deeper insight.
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