Shulou(Shulou.com)11/24 Report--

Author: help me-- A new generation of omni-channel intelligent customer service platform

Recently, Wang Linpeng, founder and chairman of unexpectedly Home, said that the original IT department was completely disbanded, and more than a hundred people, including CTO, were "killed", and a third-party digital platform was introduced to promote the digital transformation. Unexpectedly, the drastic reform of the house caused thousands of waves in the industry at a time.

The traditional business model is dead if it doesn't get on the digital train. As a household retail giant, unexpectedly home is well aware of the limitations of the traditional business model, they choose to use radical digital change to meet this challenge.

With the rapid development of science and technology and the change of consumer behavior, the market competition is becoming more and more fierce. The traditional business model and mode of operation are no longer enough to meet the needs of customers. In order to better adapt to this change, enterprises must carry out digital transformation, better connect customers, and achieve an automated, intelligent and data-driven operation mode, so as to improve efficiency, reduce costs and enhance competitiveness. Digital transformation is not only the necessity of the development of enterprises, but also the urgent need of enterprises.

However, many enterprises do not have a clear concept of how to transform to digital enterprises, and they are still in a period of trial and error. Here are three mainstream perceptions of digital transformation, hoping to help you better understand this concept and bring success to your business.

1. Digital transformation cannot be "fought alone".

At present, the digital transformation of many enterprises is facing the dilemma of "fighting alone". Digitization has become an IT department or a few people to do an ERP thing, this digital transformation has not really gone deep into reality.

Digital transformation is by no means a matter of a person or a department, but needs to gather all the strength of the enterprise, change the "singles" into a "team match", return to the position of the boss, and participate in the whole staff, so as to amplify the coordinated development effect of the enterprise. build a good development ecology.

2. Without organizational transformation, it is impossible to achieve a successful digital transformation.

The so-called organizational transformation is to smash the traditional organization, adjust and optimize the organizational structure, process, improve response speed and flexibility, more agile to respond to the needs and changes of the market, so as to maintain competitive advantage.

According to the different development status of enterprises, organizational transformation can be divided into mild organizational transformation and radical organizational change.

Moderate organizational transformation-- from information department to business department

The traditional application led by the information department often has the problem of low matching with the actual business process. The information department usually only focuses on the implementation at the technical level, while ignoring the deep-seated needs and actual situation of the business department. The result is an isolated island of information within the enterprise, and business departments are full of complaints.

With the advent of the digital age, this situation will be broken, and enterprise digitization will gradually shift to a mode dominated by business departments. Business units pay more attention to the practicality and flexibility of applications, and tend to choose third-party cloud SaaS products that are lightly deployed and put into use quickly, through a series of solutions and tools provided by third parties to reduce risks and quickly achieve digital transformation.

According to the author's "help me intelligent customer service" field, including Minshi Group, Sinopharm equipment, Green Valley Pharmaceutical, China Resources Gas and other large group enterprises, are led by business departments to promote the digital transformation of operation and maintenance services.

Radical organizational change-- setting up a digital company

Digital transformation is an extremely complex process, there are still differences in the understanding of digital transformation within many enterprises, and the collaborative work between organizations is not easy.

In order to speed up the pace of digital transformation, some central state-owned enterprises and group enterprises have adopted more radical organizational changes and made great breakthroughs, independent of the original IT departments, and set up specialized digital companies with digital economy as their main business, while serving their own digital transformation, creating digital science and technology forces and creating a new battlefield of digital economy.

In recent years, hundreds of central state-owned enterprises and group enterprises have set up digital technology companies, including China Resources, Cofco, Zhongjian, Kunlun Mathematical Intelligence, traditional Chinese medicine equipment, and so on.

3. Build a new business model with "customer as the center".

In the three elements of people, goods and market, the traditional business operates the market, but does not really operate the customer. In the digital age, the market environment has undergone earth-shaking changes, and customer-oriented has become the absolute mainstream of the market, which forces enterprises to move from "product-centered" to "customer-centered" era. Customer demand and feedback have become the core of enterprise operation.

Enterprises should shift from operating sites to operating customers, connect customers in real time, provide personalized products and services, and establish and maintain good customer relationships. As a result, to create a customer-oriented, link ecology, the Internet of everything, real-time online, data-driven, employee initiative and other characteristics of the enterprise, can be a real digital enterprise.

In the spring tide of digital transformation, enterprises are like sailing against the current, not to advance is to fall behind. However, the digital transformation of enterprises is not an overnight thing, involving business processes, organizations, personnel, decision-making and other aspects. Only by actively responding to the challenges and opportunities of digital transformation, through scientific transformation, strong implementation, and achieving the success of digital transformation, can enterprises maintain competitiveness and sustainable development in the highly competitive market.

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