While promoting Digital Transformation, everybody thinks first on customer centricity and therefore on front-end interfaces that should better reply to customer needs anywhere, anyhow and at any time. Usually, a big focus is also given to Marketing departments which have to provide an appropriate solution to these new types of customers.
These points are right, of course, but delivering the best service is not only a question of marketing and on offering the best “app” to proceed to product ordering. It is also (and maybe first) a question of showing high flexibility in replying to market trends and to customer demand.
- If a new product needs to be launched, how much time is it needed between conception and delivery?
- If a client is requesting support, how much time till he gets a solution?
And how many people will get involved to solve his issue?