By staying closely connected with the customer and working as one team, we can ensure alignment with the customer’s objectives and deliver measurable value. Shenoy wrapped by highlighting that at the heart of SAP’s commitment to customer success is relationship management – because the journey does not simply end. Influence: Customers impact product direction through feedback, aligning with their needs. Extend: Customers expand capabilities by seeking expert partner guidance for continued innovation and growth.Derive: Value is extracted from solutions through user enablement and ongoing optimization.Adopt: Agile deployment methods are embraced for quick value and smooth solution integration.Select: Customers choose a technology vendor to enable their desired outcome.Discover: Customers learn how market offerings solve their business challenges through insights and analysis with SAP and SAP partners. The journey prioritizes customer needs, growth, and mutual value at each stage. Here’s an overview of the important insights shared.Īneesha Shenoy, head of Global Revenue Operations at SAP Customer Success, provided an overview of the six engagement stages that form the foundation of the new model. The Customer Value Journey model launches in Q4 2023, with SAP preparing partners for a smooth transition. This virtual event was split into three parts to provide a holistic picture and explain what the Customer Value Journey is, why SAP is shifting to this new way of engagement, and how this model will affect SAP partners. During the August 2 episode of SAP Partner Live - “Be a Value Catalyst” - SAP experts and executives explored the Customer Value Journey, an evolution in SAP's customer engagement model that transforms how SAP and its partners collaboratively achieve optimal outcomes for customers.
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