Those with a RENOVATE
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’ changing needs or how to make use of the data they have. As a result, their growth has stalled, and they’ve failed to keep up with the rest of the economy.
This is in stark contrast to those with a TRANSCEND
mindset. These are companies that are born digital, like Amazon, Netflix, and Zoom, and continue to leapfrog their competition. They design around their customers’ evolving needs and laser-focus on speed, simplicity, and personalised experiences.
Many of our customers have what we call an EVOLVE
mindset. They weren’t born digital, but they are deliberately refocusing on their customers’ 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.
The next five sections in this playbook represent five customer-centric disciplines we have seen successful companies use to evolve and thrive through digital transformation. They are the foundation for how our Salesforce Customer Success teams
help customers maximise the value of their product investments.