TRANSFORM THE E2C—E2E CUSTOMER EXPERIENCE

CREATE THE BLUEPRINT

Some of the highlights/principles of the approach

• Understand the comprehensive nature of the entire journey. (From pre-buying/post-buying through to sales and post-sales/support and service etc.)

• Understand every aspect of the existing systems and processes and will need to exist to transform fully. (EG: Demonstrate where and how the enablement/systems live within it.)

• Develop the transformed sales operation blueprint to achieve agreed corporate outcomes. (EG: Increased revenue performance, accelerate buy-in and ensure implementation.)

• Describe the user experience at each moment that matters. (EG: How, what, and where the data and value flow to stakeholders.)

• Demonstrate how each stakeholder flows through the system. (Specifically, what it touches and what value and impact occurs at that stage.)

• Identify where bottlenecks and opportunities for valuable change exist. (Data flow/Handoffs and everything material.)

The ‘blueprinting’ approach allows us to start with an individual case ‘Block’—and will be a valuable/repeatable platform for building out others we go.

A ‘blueprint’ is crucial to the successful implementation

FOCUSSED COLLABORATION USING MIRO

We recommend MIRO as the virtual infinite whiteboard.

MIRO is a powerful virtual tool to collaborate widely with teams. It allows us to create the wireframe/hypotheses and then brainstorm as a core team before widening to broader groups as needed. It’s highly flexible and simple to use. In many cases, add ‘post it’ notes or comments.

This field has many tools, but MIRO is the most intuitive and helpful. We ensure everyone is acclimatised, and as the diagram below shows, we have used it many times to create comprehensive blueprints. We can quickly and easily add text, images, graphs and charts to create the desired result.

Within the infinite whiteboard, we will:

• Assemble the end-to-end customer journey from ‘discover’ through expansion/renewal in granular detail.

• Represent customer experiences (using embedded screenshots and walk-throughs)

• Diagram how the seller interacts and all systems of engagement and support along the way.

• Each interaction in the journey, internal and external, will identify each ‘handoff.’

• Each handoff will be analyzed further (possibly another linked Miro Board) to understand all implications - E.G., friction, time to value, and moments that matter.

The output will be flexible and modular, enabling ‘what-if’ scenario planning and ongoing collaborative modification that will contemplate the interdependencies of the entire system. The output will drive the tools and techniques that are needed as a result.

BUILDING AN E2C INTEGRATED BUYING EXPERIENCE

• Establish the dream team to make this happen. Agree on roles, responsibilities and a detailed plan.

• Undertake the blueprint process to ensure the precision overlay of a fully integrated selling methodology.

• Set up appropriate metrics to track progress against our goals and objectives.

• Choose the correct deliverables only once the requirement is known. EG: tools, interactive digital systems, digital platforms and solutions.

• Continually refine and improve processes, technology, and training as needed to ensure success.

OPTIONS FOR IMPLEMENTATION

AIM - To provide a comprehensive, visual interactive representation of the operation, enabling simulation and analysis, fostering collaboration, and supporting continuous improvement and risk mitigation.

As we progress with design, there are no limits to the technologies we can use to deliver what we agree works best.

ONE - Visual representation: A visual, interactive and digital immersive world (VIDS - the solution) will provide a clear, interactive representation of the entire sales operation, including processes, roles, data, and systems. This visualization and digital platform helps stakeholders better to comprehend the transformed sales operation and its interdependencies.

TWO - Simulation and scenario analysis: The solution allows for the simulation of various scenarios and different stakeholder perspectives—changes in market conditions, sales strategies, or customer behavior. This enables us to evaluate the potential impact of these scenarios on sales performance, helping us make informed decisions and optimize the final design.

Identifying bottlenecks and inefficiencies: By modeling and simulating the current and future sales operation, the blueprint and digital solution will reveal bottlenecks and inefficiencies that may hinder sales performance. This insight we gather through the process will allow us to address issues in collaboration (MIRO), streamlining sales processes and improving overall efficiency.

Collaboration and communication: Our approach serves as a single, shared reference point for all stakeholders involved in the transformation. This enhances cross-functional collaboration and communication, ensuring everyone is aligned and working towards common goals.

Training and skill development: The solution blueprint/digital immersive world can be used as a training tool to familiarize everyone with the transformed sales operation and help a wider set of stakeholders adapt to the changes. This accelerates the onboarding process and increases the likelihood of a successful implementation.

Continuous improvement: Building this platform means we can monitor and analyse (dependent on each stage and scope) the transformed sales operation's performance, including as new market situations develop or new products and solutions are ready to take to market. It enables us to identify areas for improvement, test new strategies, and implement changes in a controlled environment, leading to ongoing optimization and growth.

Risk mitigation: The solution enables organizations to test various strategies and changes without affecting sales operations. This helps to identify potential risks and challenges before they impact the business, allowing for better risk management and mitigation. In real-time, investigate various business model concepts and evaluate them against alternatives. Integrate critical data on channels, revenue, profits, ROI, and cost optimization.

INFINITE VISUAL OPTIONS