- The tough lessons of 2020 will provoke two major developments in B2B, having to do with technology and people.
- The experience of Covid-19 will not – and should not – be lost on companies. After the pandemic, providers will try to boost their resilience in preparation for the next crisis. This will bring about two major developments.
- First, solutions as we now know them are set to become far more complicated and technologically advanced. This will be partly an outgrowth of rising digital transformation, a phenomenon that preceded the pandemic. But it will also be informed by Covid lessons learned the hard way, such as the need for real-time, remote response to customer issues.
- Second, new organisational roles will come to the fore to operationalise innovations in solution design and deployment. For example, in a recent article for SMR – Journal of Service Management Research, Andreas Eggert, Anna Gehring and I looked into the burgeoning field of customer success management (CSM), which is all about ensuring customers recognise and capture the benefits of technologically innovative solutions.
Category 2: The Big Picture of the Digital Age
[genioux fact produced, deduced or extracted from Insead Knowledge]
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