As the digital business landscape continuously mutates, successful organizations are those that move faster, adapt quicker, learn more rapidly, and embrace dynamic career demands. Over the course of our blog series, you can see the best performing organizations operate as empowered networks, coordinated through culture, information systems, talent mobility, and innovation.
This empowerment leads to a better understanding of what a particular company is, what it is good at, and what it needs to address. This honesty helps hone the whole customer experience, which looks beyond traditional process maps and case models, to more Customer Centric constructs. Putting the customer first via customer journey maps is paramount to business survival and market impact.
Organizations should, therefore, be focused on redesigning the company itself and actively studying and developing new models. Successful businesses are not just designing, they are also building upon new ways to understand and meet customer needs. As working ecosystems replace strict organizational structures, the traditional question “For whom do you work?” has been replaced by, “How do you work?”
You cannot stay relevant by copying the competitor. Industry Best Practice is typically about today, while Next Practice is about tomorrow’s success. Our first blog post examined how the most lucrative companies are constantly looking to create value, usually by doing something different to the rest. Apple, Google, and Amazon are breaking the mold, not trying to fit their business into it.
Progressive organizations recognize that what keeps you ahead of the competition is innovation. If the rate of change is as fast as we continually say, we need to be talking about Next Practice methods, not Best Practice. In other words, let’s do the research and learn, but define our success.
The Design Thinking process embodies a more creative, non-linear way of business transformation. It makes use of virtual prototypes to develop business models and content quickly, efficiently and economically. Entering this mindset, as we showed on our second blog, means rebooting an organization’s approach to problem-solving and transformation, and recalibrating how ideas are generated and developed.
However, despite its name, this methodology is not a principle exclusively used by designers. Instead, it offers a cross-section of business, creativity, and technology. It takes elements from each of these worlds and creates its nebula to solve human problems. Understanding is the new selling, and Design Thinking helps us to live and breathe like a customer.
Being Customer Centric offers a way of conducting business that provides a positive experience before and after the sale. This strategy aims to deliver repeat business, customer loyalty, and improved profits. It’s a methodology based on putting your customer first and placing them at the core of your organization.
Our third blog post in this series showed how being Customer Centric requires a focused and insightful consumer experience, from the initial awareness stage, through the purchasing process, and finally beyond the post-purchase process. The value-chain is thus redirected from focusing on the product to focusing on the customer.
This depiction of how an organization wants customers to feel, and the experience they want them to have, reorients a brand’s direction to better meet consumer expectations.
Signavio: Tomorrow’s World, Today
It is the responsibility of business leaders to safeguard long-term success, and looking outside of the box now, means looking in on new opportunities in the future. Customer experience is vital to achieving success, and a strong BPM initiative, coupled with tight customer journey mapping, helps us look beyond traditional process initiatives.
SAP Signavio Process Transformation Suite is a modern, progressive, and intuitive BPM solution that examines and evaluates the present processes in an organization. Through Process Manager, Process Governance, and Process Intelligence, the Suite helps your processes reach peak efficiency, without sacrificing effectiveness. Improving productivity while cutting costs—what’s not to like?
Signavio was also the first to combine Customer Journey Mapping (CJM) with process management, empowering you to improve your customers’ experiences in new ways, while the results of Design Thinking workshops can be recorded in the form of visual infographics, giving you clear insight into how and why your business works the way it does.
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See how Signavio can elevate your organization to business excellence with SAP Signavio Process Transformation Suite. Try it for yourself by registering now for a free 30-day trial