I have been excerpting here from the book’s case studies. They profile 12 strategies across four groupings of customers A) Un-adopters B) Diversifiers C) Pragmatists and D) Committed.
The customer profiled below is part of the third group which has four strategies in the book:
“We have the best product in the market. Now we have to also make our interface with our customers the easiest,” says Jeff Robertson, CIO of DigitalGlobe, a leading provider of earth imagery solutions. Its portfolio includes information products derived from imagery, geospatial analytic software, and expert services that derive insight from the imagery.
DigitalGlobe brought in a consulting firm earlier this year to see if the SAP customizations could be reversed by moving to more out-of-the-box functionality that has since been delivered by SAP. It also helped evaluate if the new SAP UX of Fiori and Personas could be leveraged to improve the user experience.
By starting with the customer first, DigitalGlobe is relooking at all of the core lead-to-order processes. A customer advisory board is helping to define the next generation interactions with the company. In addition, DigitalGlobe is leveraging a more agile, rapid, prototyping approach. Rather than defi ning the entire end-to-end experience in detail, the team is quickly configuring and defining new experiences.
It is another example of a pragmatic customer who did not just take SAP’s talk of Fiori UX at face value — especially when SAP expected customers to pay a premium for it
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