{"id":12997,"date":"2025-02-07T10:42:04","date_gmt":"2025-02-07T18:42:04","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12997"},"modified":"2026-01-23T16:59:57","modified_gmt":"2026-01-23T16:59:57","slug":"customer-transformation-playbook","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/customer-transformation-playbook\/","title":{"rendered":"The Transformation Playbook: How to Lead with Confidence"},"content":{"rendered":"\n<p>Every business leader and employee I talk to is re-evaluating how they work and live. We are all reimagining success amidst a number of economic, societal and environmental crises.<\/p>\n\n\n\n<p>And while we know technology can help, it alone is not the answer. Applying new technology to old ways of doing things won\u2019t magically change the way your teams work or deliver great customer experiences at scale.<\/p>\n\n\n\n<p>I\u2019ve noticed transformation happens when leaders stop focusing on technology, products or systems \u2014 and innovate around their customers. Easy to say, harder to do. We designed this playbook to help you confidently lead change. By working with thousands of C-suite leaders from organisations of all sizes and industries, we uncovered what it takes to be more customer-centric.<\/p>\n\n\n\n<p>If you\u2019re a business leader ready to make meaningful change, this playbook is here to help you to lead with confidence, unite your teams and bring the customer closer to the centre of your business.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-successful-business-transformation-starts-with-your-mindset\">Successful business transformation starts with your mindset<\/h2>\n\n\n\n<p>Making fundamental shifts in the products or services you offer and how your teams work together can seem large and complex. The guidance provided here is based on what Salesforce has learnt from thousands of working sessions and projects with C-suite leaders over our 23-year history.<\/p>\n\n\n\n<p>Research shows that 80% of customers say the experience a company provides is as important as its products and services. The urgent question facing leaders now is how to go beyond simply responding to reimagining and acting differently.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69ea80307a95c&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69ea80307a95c\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1298\" height=\"1186\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/01\/SoCC_Audit_ImageRefresh-02.png?strip=all&#038;quality=95\" alt=\"Eighty percent\" class=\"wp-image-13001\" srcset=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/SoCC_Audit_ImageRefresh-02.png 1298w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/SoCC_Audit_ImageRefresh-02.png?w=300&amp;h=274 300w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/SoCC_Audit_ImageRefresh-02.png?w=768&amp;h=702 768w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/SoCC_Audit_ImageRefresh-02.png?w=1024&amp;h=936 1024w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/SoCC_Audit_ImageRefresh-02.png?w=150&amp;h=137 150w\" sizes=\"auto, (max-width: 1298px) 100vw, 1298px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-centre is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>Research shows that 80% of customers say the experience a company provides is as important as its products and services.<\/p>\n<\/div>\n<\/div>\n\n\n\n<p>How can you make your business more relevant to your customers, partners and employees and make your company more resilient to future shocks?<\/p>\n\n\n\n<p>No matter what the future holds, building customer-centric thinking and structures rallies every department, employee and stakeholder around customers\u2019 needs. That\u2019s why this playbook is focused on an approach that puts the customer in the centre of your feedback loop and innovation cycle. It provides no regrets moves every leader can make to begin now.<\/p>\n\n\n\n<p>To work toward this transformation, get familiar with two key terms that we\u2019ll reference throughout this playbook: mindsets and disciplines.<\/p>\n\n\n\n<p><strong>Mindsets<\/strong>&nbsp;\u2014 Common assumptions that shape how people behave, either holding companies back or propelling them forward.<\/p>\n\n\n\n<p><strong>Disciplines<\/strong>&nbsp;\u2014 Customer-centric business practices that unite employees, departments and partners to solve customer needs with the full force of the organisation.<\/p>\n\n\n\n<p>One important lesson we\u2019ve learnt is that your industry does not define your destiny.<\/p>\n\n\n\n<p>In fact, there have been winners and losers in every industry, depending on the mindsets and actions of individual companies. We\u2019ve observed a performance gap between those leaders who lean into digital and those who are waiting for the \u201cnormal\u201d to return. In general, companies have had one of these responses.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69ea80307b6b3&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69ea80307b6b3\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/images\/resource-center\/guide\/transformation-playbook\/chapter-1-evolve-mindset.png\" alt=\"The evolve mindset\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Those with a&nbsp;<strong>RENOVATE<\/strong>&nbsp;mindset have been slow to embrace new digital ways of working for their employees. They approach things with a wait-and-see attitude. Their workforce is not digitally enabled and their leaders are not learning how to anticipate their customers\u2019 changing needs or how to make use of the data they have. As a result, their growth has stalled and they\u2019ve failed to keep up with the rest of the economy.<\/p>\n\n\n\n<p>This is in stark contrast to those with a&nbsp;<strong>TRANSCEND<\/strong>&nbsp;mindset. These are companies that are born digital, like Amazon, Netflix and Zoom and continue to leapfrog their competition. They design around their customers\u2019 evolving needs and laser-focus on speed, simplicity and personalised experiences.<\/p>\n\n\n\n<p>Many of our customers have what we call an&nbsp;<strong>EVOLVE<\/strong>&nbsp;mindset. They weren\u2019t born digital, but they are deliberately refocusing on their customers\u2019 needs. They are finding ways to smash through old bureaucracy and change faster than anyone thought possible. These are the companies that will reinvent themselves for this digital-first, work-from-anywhere world.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69ea80307c3c1&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69ea80307c3c1\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"204\" height=\"161\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/01\/ch1-the-shift-one-united-bank.png?strip=all&#038;quality=95\" alt=\"OneUnited bank logo\" class=\"wp-image-13002\" srcset=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/ch1-the-shift-one-united-bank.png 204w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2025\/01\/ch1-the-shift-one-united-bank.png?w=150&amp;h=118 150w\" sizes=\"auto, (max-width: 204px) 100vw, 204px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-centre is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>America\u2019s largest Black-owned bank is digitally transforming its business while maintaining a unique connection with its customers and Black culture.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-offer wp-block-salesforce-blog-advanced-offer wp-block-salesforce-blog-advanced-offer--dark\" style=\"\">\n\n\t\t<div class=\"wp-block-advanced-offer__content\">\n\t\t\t<h2 class=\"wp-block-advanced-offer__title\">OneUnited Bank Transforms Banking for the Black Community<\/h2>\n\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/plus\/series\/The_Shift\/episode\/episode-s1e1\">Watch this episode on Salesforce+<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to change mindsets, connect silos and centre around your customer.<\/p>\n","protected":false},"author":510,"featured_media":13000,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"6973a851b46ca17762e337f5","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[],"sf_content_type":[],"coauthors":[329],"class_list":["post-12997","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast 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