“The true sense of innovation is when we add value to our companies, employees, and customers.”
Why Aligning Employee, Customer, and Partner Success Is Critical
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To drive radical change in business strategies, companies of all sizes are now turning to digital HR for competitive advantage. Disrupting the workforce is no longer just an option but a necessity. In fact, a 2017 global study conducted by Deloitte Consulting on human capital trends found that 56 percent of companies are redesigning their HR programs to leverage digital and mobile tools, while 33 percent are utilising Artificial Intelligence (AI) tools to deliver HR services. Fragmented legacy HR systems and manual human resources processes, though not yet a thing of the past, are increasingly getting an overhaul to allow the delivery of an empowering employee experience.
Making people count
That more companies are now realising the need to invest in people-growth strategies to drive their digital agenda is great. However, here’s where the quandary lies. The rather good companies would channel their efforts into building their organisations internally. The really brilliant ones though—the more imaginative and the more innovative—would see to it that they also nurture their relationships with their customers and vendor partners, on top of their employees.
The true sense of innovation is when we add value to our companies, employees, and customers.
1. Focus on employee alignment. There should be no contention that employees remain a company’s greatest asset. To keep them motivated and inspired, it’s crucial that management regularly emphasise the value of employee contributions to achieving corporate goals. This goes without saying that organisations must open up the path for their employees to engage in long-term learning and development opportunities so they can drive transformation in their own little ways. Singapore’s telecommerce solutions provider Teledirect understands the importance of the workforce as drivers of change. By using a data-driven HR model, it has broken a new path in a more socialised employee experience, resulting not only in higher levels of employee productivity, but also in an improved bottomline.
2. Go digital to get customers’ feedback. Monitoring feedback from your customers can get more challenging as your business presence expands and your client base grows. This is what new technologies are for. By investing in omnichannel digital solutions, there is no reason why you shouldn’t be able to track customer engagement to deliver relevant and superior customer service. Japanese mobile telecommunications provider NTT Docomo, for example, initially lacked the capability to deliver accurate and actionable information to its sales force. To solve this, they partnered with SAP in leveraging the HANA platform to manage and process their massive data requirements. This collaboration allowed NTT Docomo to support its decision-making capabilities and deliver a personalised experience for its customers. Similarly, Singapore grocery chain NTUC FairPrice implemented SAP solutions across its 300 outlets to enable innovation and targeted marketing for individual customers. This made the whole service operations more seamless and shopping experience more delightful for the grocery chain’s staff, partners, and customers.
3. Strengthen vendor alliance. As companies keep up with the constantly changing digital landscape, they scramble to adapt new business models and veer away from traditional methods of engagement. But the part that they usually get wrong is the tendency to go with the conventional perspective of looking at their technology provider as nothing more than a dispensable seller of services—which should never be the case. Remember: Your vendors are someone whom you can trust to be with you in your digital journey. By working with them, you can expect to reduce costs, expedite process innovation, and improve the quality of your products or services.
Innovation as value creation
There’s no denying that the lynchpin that holds all of these people-centric initiatives together is value creation. The true sense of innovation is when we add value to our companies, employees, and customers. Except innovation is not only limited to an internal initiative; it can also mean meaningful collaboration with our customers and technology partners for the benefit of the larger community. Together, let’s raise the value of our human capital by harnessing these partnerships. The true measure of innovation, after all, is how much we’ve done to benefit the lives of the people we serve. Sign up now for the SAP SuccessFactors Webinar Series and explore how you can create value through strategic human resources.