GROW How You Engage Customer-centricity was the name of the game before COVID-19, but now, it’s even more critical. Focus on customer-centricity by redesigning processes around your Customers, Partners, customers, not your silos or departments. Innovate along with your external partners, who can help you scale and reach new customers. You’ve never been closer to and Suppliers unlocking the full power and potential of your company. Redesign business processes Enable the full power Innovate at the speed to be customer-centric. of your company. of market change. Systematically audit customer Create a single source of customer truth to Leverage service case data to identify highest moments based on “job to be done” put all teams on the same page by aggregating priority improvements and investments. to identify pain points and multiple data sources. differentiation opportunities. Supercharge market listening via idea Design and execute customer experience portals, surveys, customer advisory boards, Design and enable customer journeys journeys with rules- or AI-triggered next best and listening tours. at scale, using self-service channels, actions for speed and simplicity. predetermined traffic routing rules, Enable business analysts as “citizen and automation. Enable suppliers and partners to see a real- developers” to accelerate digital efforts closer time view of demand (via community portal) to to customer needs. Streamline key customer touchpoints optimize their business with you. such as onboarding and issue resolution to Develop reusable processes and components increase speed and reduce effort. Reconceive your business as a platform, (datasets, APIs) to accelerate application enabling your partners to serve your customers. development through maximum reuse. Leverage best practices from high-tech, high-growth companies to improve Train and enable reps for new sales employee effectiveness in serving customers. environment: processes, deal guidelines, reporting and analytics, deal/customer prioritization, and new communication and collaboration expectations. The COVID-19 Response Playbook | 30