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市場調查報告書

評估客戶適用企業用的成熟模式

A Maturity Model for Measuring the Customer-Adaptive Enterprise

出版商 Ovum, Ltd. 商品編碼 300146
出版日期 內容資訊 英文 26 Pages
商品交期: 最快1-2個工作天內
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評估客戶適用企業用的成熟模式 A Maturity Model for Measuring the Customer-Adaptive Enterprise
出版日期: 2014年04月04日 內容資訊: 英文 26 Pages
簡介

企業與客戶之間的拔河,其力量關係已經轉移到數位連結的客戶,舊式商務模式及指揮統治型管理手法及系統正在急速腐化。為了降低加速的破壞性變化與利益的商品化現在已經成為非常普遍的事。其結果促進了無關產業或部門,組織客戶的適用化需求。

本報告提供客戶適用企業相關調查分析,彙整組織評估自已能力追求開發確認特性所需的方法,展現透過重新改變技術投資及順序來改善的各種手法,及為了擴大與客戶的關係商務應該通過的發展階段,各個成熟階段上具有影響力的技術相關分析等,為您概述為以下內容。

摘要

  • 發展要素
  • Ovum的見解
  • 主要的訊息

客戶適用

  • 持續性且急速的變化帶給舊式商務模式威脅
    • 競爭優勢只是目前暫時的
    • 為求成功必須組成八個特性
  • IT策略拖延了商務上優先事項
    • 影響IT策略性主要趨勢
    • 將重點放在商務優先事項
    • 企業在開發IT策略上必須採用更整體性的方法
  • 評價成熟度的視點
    • 有組成複數特性的必要,首先從領導者著手
    • 必須強化合作,偵測能力及技術創新
    • 進業為了吸引破壞性變化需要條理整齊的藍圖

客戶適用成熟模式

  • 4個成熟狀態
    • 策略性
    • 整合化
    • 擴張
    • 客戶適用
    • 組織有時需要展現混合的特性

客戶適用成熟度的確認

  • 準備因應發展性變化
  • 層級的特徵:策略性
    • 領導的願景
    • 人力資源的參與
    • 協調
    • 偵測-洞察與預見
    • 客戶體驗
    • 持續性創新
    • 連接型流程
    • 適用企業結構
    • 第2級:轉變到整合的方法
  • 第2級的特徵:整合
    • 領導的願景
    • 人力資源的參與
    • 協調
    • 偵測-洞察與預見
    • 客戶體驗
    • 持續的創新
    • 偵測-洞察與預見
    • 適用企業結構
    • 第3級:轉變到擴張的方法
  • 第3級的特徵:擴張
    • 領導的願景
    • 人力資源的參與
    • 協調
    • 偵測-洞察與預見
    • 客戶體驗
    • 持續的創新
    • 偵測-洞察與預見
    • 適用企業結構
    • 層級4:轉變到客戶適用的方法
  • 層級4特徵:客戶適用
    • 領導的願景
    • 客戶中心的願景
    • 持續的計劃和信賴
    • 人力資源的參與
    • 協調
    • 偵測-洞察與預見
    • 內建的VoC
    • 水平掃描
    • 客戶體驗
    • 持續的創新
    • 實驗文化與廣泛的創新管理流程
    • 偵測-洞察與預見
    • 適用企業結構
  • 實際的成熟模式範例
    • 未提出客戶適用的組織曝露在風險下

建議

  • 企業的建議
    • 為了確認差距使用自我評價
    • 為了填補差距的技術選擇
  • 供應商的建議
    • 企業要認清自己不明白的方面
    • 提供更有效的ROI案例
    • 優先開發能彌補特殊差距的功能

附屬資料

  • 調查手法
  • 相關報告書
  • 著者
  • Ovum諮詢
  • 免除責任

圖表

目錄
Product Code: IT020-000016

In the tug-of-war between companies and their customers, power has shifted to the digitally connected customer, and old business models and command-and-control management approaches and systems are fast becoming obsolete. Accelerated disruptive change and margin-eroding commoditization are now the norm. This is driving the need for organizations, irrespective of industry or sector to become customer-adaptive.

Highlights

  • The challenge for businesses is to sense change in customer behaviors, understand how they are being shaped, and use those insights to adapt accordingly - sense, respond, and adapt.
  • All industries and sectors are subject to the same forces of disruption and cannot escape the higher expectations and increased mobility available to their constituents, and they must plan accordingly.

Features Benefits

  • Provides a lens through which any organization can assess its current capabilities and identify attributes that require development.
  • Demonstrates the many possible avenues to improvement, through both technology investments and process overhauls.

Questions Answers

  • What are the phases a business must evolve through to maximize relationships with its customers?
  • What steps should enterprises take to progress along the customer-adaptive spectrum?
  • What are the technologies that can have an impact at each stage of maturity?
  • How can vendors better map their technology offerings to enterprise needs?

Table of Contents

Headings

  • SUMMARY
    • Catalyst
    • Ovum view
    • Key messages
  • BECOMING CUSTOMER-ADAPTIVE
    • Continuous and rapid change threatens old business models
      • Competitive advantage is now transient
      • Eight attributes must be orchestrated for success
    • IT strategy lags business priorities
      • Top trends impacting IT strategy
      • Business priorities are focused on growth
      • Firms must take a more holistic approach to developing IT strategy
    • A lens through which to assess your maturity
      • Multiple attributes must be orchestrated, starting with leadership
      • Collaboration, sensing capabilities, and innovation must be mutually reinforcing
      • Enterprises need a coherent road map to navigate disruptive change
  • THE CUSTOMER-ADAPTIVE MATURITY MODEL
    • The four states of maturity
      • Tactical
      • Integrated
      • Augmented
      • Customer-adaptive
      • Organizations may find they exhibit mixed characteristics
  • IDENTIFYING YOUR CUSTOMER-ADAPTIVE MATURITY LEVEL
    • Preparing for evolutionary change
    • Characteristics of level 1: tactical
      • Leadership vision
      • Workforce engagement
      • Collaboration
      • Sensing - insight and foresight
      • Customer experience
      • Continuous innovation
      • Connected processes
      • Adaptive enterprise architecture
      • How to move to level 2: integrated
    • Characteristics of level 2: integrated
      • Leadership vision
      • Workforce engagement
      • Collaboration
      • Sensing - insight and foresight
      • Customer experience
      • Continuous innovation
      • Connected processes
      • Adaptive enterprise architecture
      • How to move to level 3: augmented
    • Characteristics of level 3: augmented
      • Leadership vision
      • Workforce engagement
      • Collaboration
      • Sensing - insight and foresight
      • Customer experience
      • Continuous innovation
      • Connected processes
      • Adaptive enterprise architecture
      • How to move to level 4: customer-adaptive
    • Characteristics of level 4: customer-adaptive
      • Leadership vision
      • Customer-centered vision
      • Continuous planning and trust
      • Workforce engagement
      • Collaboration
      • Sensing - insight and foresight
      • Embedded VoC
      • Horizon scanning
      • Customer experience
      • Continuous innovation
      • A culture of experimentation and broad-based innovation management processes
      • Connected processes
      • Adaptive enterprise architecture
    • Examples of the maturity model in action
      • Organizations that are not customer-adaptive are at risk
  • RECOMMENDATIONS
    • Recommendations for enterprises
      • Use self-assessment to identify gaps
      • Technology options to close the gaps
    • Recommendations for vendors
      • See aspects of enterprises they do not see themselves
      • Provide more effective ROI cases
      • Prioritize development of features that fit specific gaps
  • APPENDIX
    • Methodology
    • Further reading
    • Author
    • Ovum Consulting
    • Disclaimer

Figures

  • Figure 1: A maturity model for customer-adaptive enterprises
  • Figure 2: ICT Enterprise Insights - Global: IT Strategy
  • Figure 3: Business challenges for 2014
  • Figure 4: The customer-adaptive maturity continuum
  • Figure 5: The customer-adaptive maturity model, level 1: tactical
  • Figure 6: The customer-adaptive maturity model, level 2: integrated
  • Figure 7: The customer-adaptive maturity model, level 3: augmented
  • Figure 8: The customer-adaptive maturity model, level 4: customer-adaptive
  • Figure 9: The maturity model assessment
  • Figure 10: Example of high-level self-assessment
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