Provides a people centered Digital Transformation strategy. Building customer relationships and delivering value in a market driven by continual innovation requires a new kind of awareness and understanding. It requires transforming how we relate to our customers, our products, our jobs, our processes, and the future, and how we engage the market. It requires continually evaluating and harnessing emerging technologies and behaviors that can help us accelerate the value we create for our customers. companion blog post. http://www.creatinginsanelygreat.com/building-customer-relationships-start-with-customer-value/

1. Creating Insanely Great Customers
Michael Connor
Creating a Digital Transformation Strategy?
Don’t forget the human touch.

2. Creating Insanely Great Customers
The heart and soul of a successful
Digital Transformation Strategy?

3. Creating Insanely Great Customers

4. Creating Insanely Great Customers
A Successful Digital Transformation Strategy Isn’t
• Imitating your competitors
• Building a business case and roadmap
• Automating existing processes with the latest technology
• Bolting on the latest emerging technology
• A big bore top down driven program
• A small corner office with one person and a binder
• Marketing and customer engagement only
• Infrastructure only
• Product design and development only

5. Creating Insanely Great Customers
A successful strategy is when everyone in your company
knows how to help your customer’s people be
Insanely Great in a digitally transformed world
driven by continual innovation

6. Creating Insanely Great Customers
Creating Future Relevance and Value
Building customer relationships and delivering value in a digitally transformed market
driven by continual innovation requires a new kind of awareness and understanding

7. Creating Insanely Great Customers
Creating Future Relevance and Value
Requires continually transforming how we relate to:
• Customers
• Our products
• Our jobs
• Our processes
• The future
• And, how we engage the market.

8. Creating Insanely Great Customers
Creating Future Relevance and Value
Requires completely re-visioning
who our company is and . . .

9. Creating Insanely Great Customers
Creating Future Relevance and Value
How we create value for our customers
In a digitally transformed future.

10. Creating Insanely Great Customers
Digital Transformation
Isn’t a project

11. Creating Insanely Great Customers
Digital Transformation
It’s a mindset
Of continual learning and innovation

12. Creating Insanely Great Customers
Creating Future Relevance and Value
Requires continually:
• Evaluating and harnessing emerging technologies
• Assessing and adapting to new social and customer behaviors
• Refreshing how we segment customers as continual innovation changes
their needs and what they value
• Innovating to increase the value we contribute to helping customers
achieve high value outcomes.

13. Creating Insanely Great Customers
Digitally Transformed customer relationships require
understanding how customers create value
Success digital transformation starts by
understanding how our customers create value
for their customers including their:
• Processes
• Products
• Services
• Customer Experiences
• Business and Customer Experience Metrics
Customer Value Creation Processes

14. Creating Insanely Great Customers
Digitally Transformed customer relationships require
understanding how customers create value
Customer Value Creation Processes
and how that will change in a digitally transformed world

15. Creating Insanely Great Customers
Fundamentals of Value Creation
At the most basic level, creating value enables your customers to:
• Create a more effective or exciting product or service.
• Improve the effectiveness of their processes.
• Enhance their performance in the market.
• Implement a more effective, higher-value business model.
• Astound, delight, and amaze their customers.

16. Creating Insanely Great Customers
Creating Future Relevance and Value
Features don’t count. Business outcomes and experiences do!
• Your Insanely Great customers are looking for relationships
• Help them create radically new and different value for their customers.
• Measured in terms of business outcomes, for themselves and for their customers
• The experiences they are delivering to the customers.
• They really aren’t looking for the next cool feature or functionality
• Focus on helping them
• Deliver measurable business outcomes or a more exciting and rewarding experience.

17. Creating Insanely Great Customers
Creating Future Relevance and Value
The human touch starts with you.
• Your customers are looking for someone they can count on
• Someone who can help move their customer’s business and/or experience forward
• Someone who can help them move their business forward
• They need someone who will create value in a market of continual innovation
• That someone is you.

18. Creating Insanely Great Customers
Creating Future Relevance and Value
Start your Digital Transformation by doing something really radical.
• Spending a week in your most visionary customer's environment.
• Watch.
• Find out how they are measured and what's valuable to their customers.
• Ask a lot of "why" questions.
• Use the famous Agile scrum questions. What did you do yesterday? What will you do
tomorrow, What's standing in your way.

19. Creating Insanely Great Customers
Creating Future Relevance and Value
Quick Start Guide
• Bring your most visionary employees, customers and partners together
• Create a vision of how companies and people will get work done in digitally interconnected world.
• Identify the areas you bring the most intrinsic value to based on your knowledge and core competencies.
• Build a model of what business outcomes will hold the greatest value and the jobs your customers will do to achieve
those using digitally integrated, data, insight, processes and communities.
• Define an architecture of how those people, outcomes and jobs are supported by a platform of interconnected data,
sensors, devices, communities, processes and applications.
• Refine the vision and architecture you have developed.
• Categorize your current products, services and business and engagement models in terms of their ability to contribute to
the vision and architecture you have created. 1. Accelerates. 2. Needs some redesign. 3. No longer relevant.

20. Creating Insanely Great Customers
Mike Connor
Thank You
mike@spicecatalyst.com
Principal Chief Crazy Officer
Creating Insanely Great Customers