What Does the Customer Want and How Does Digital Help?

Value Management

Baxter Thompson Ltd, Ausrine Zygaityte

Answers to this question can be expressed as customer values and outcomes. Value Management is the “shepherd” which keeps activity and focus on those outcomes. This doesn't just mean operations and project activities but also continuously improving the way we work as we go, adopting lessons learnt.

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By taking our customers' values into account, we can improve where we put our focus and how we allocate our resources to bridge the gap between expectations and outcomes. Essentially, we can direct our efforts so that our Digital products and services better reflect our customers' needs.

Refining internal operations will enhance our clarity of purpose, credibility for advancement, and return on investment. And in turn, we can expect to see a boost in customer loyalty, which has been shown to be a leading driver profit.

Find out about the other four competencies that enable a successful digital transformation.

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