{"id":2173,"date":"2020-10-14T20:55:00","date_gmt":"2023-09-04T20:55:29","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2173"},"modified":"2023-11-03T18:56:57","modified_gmt":"2023-11-03T18:56:57","slug":"the-secret-sauce-to-building-a-connected-customer-centric-ecosys","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/the-secret-sauce-to-building-a-connected-customer-centric-ecosys\/","title":{"rendered":"Secret Sauce to Building a Connected Customer-Centric Ecosystem"},"content":{"rendered":"\n

Before we begin, I want to give a shout-out to my (virtual!) collaborators Katie Li<\/a> and Ludovic Leraistre<\/a> who co-authored this with me. <\/i><\/p>\n\n\n\n

In the age of the customer, businesses are increasingly driving up their expectations for compelling customer experiences. They are increasingly making key decisions based on this factor, because it\u2019s become clearer that if companies want to drive customer advocacy, win new customers, and deliver with agility and intelligence – then compelling experiences should be a priority. <\/p>\n\n\n\n

So, what does this all mean? How can we make this happen, especially in the throes of a global pandemic and other related major crises? <\/p>\n\n\n\n

Many companies are undergoing digital transformation challenges – they understand the potential outcome it can bring across their ecosystem. In 2019, McKinsey reported that up to 70%<\/a> of Change programs failed to achieve their goals due to lack of executive sponsorship and change resistance. It has left companies with large costs due to failed IT programs and business spending.<\/p>\n\n\n\n

McKinsey also reported that companies saw a 30% increase in change stickiness when people are invested. What are those companies doing differently? <\/p>\n\n\n\n

If we use a tree analogy, most people would see and only draw the top half of a tree – this is the area where stakeholders and executive leaders tend to focus their efforts. <\/p>\n\n\n\n

However, rooted deep \u2018below ground\u2019 are the underlying intangible factors (e.g. behaviours, mindsets, emotions, assumptions, values and culture) that affect how we adapt to change and embrace new ways of working to achieve success. Clearly, we must consider both tangible and intangible factors in any transformation.<\/p>\n\n\n\n

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In order to stay relevant, technology alone would only solve SOME aspects of your challenges but not all. To accomplish digital outcomes, it requires a different approach, and mindset change to shift behaviours.<\/p>\n\n\n\n

Having worked with various customers over the past 60+ years combined, it is always fascinating to observe this fundamental differentiator – those with a legacy mindset versus those with a growth mindset. The latter tend to build customer-centric ecosystems where executives are just as invested as individual contributors to differentiate. Obviously, mindset is key, and it\u2019s the heart of our first top Trailblazer secret.<\/p>\n\n\n\n

Trailblazer Secret No. 1 – The Power of Aligned Points of View <\/b><\/h2>\n\n\n\n

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Valuable outcomes are best achieved when we can align from 3 perspectives:<\/p>\n\n\n\n