Enterprise Services, Enterprise Decision Maker
By Camille Mendler 20 Feb 2020
The boring truth about private networks is this: most private networks are local area networks, and enterprises desperately need someone else to manage them.
Few would argue against digital transformation and innovation being good things to do, but what they might mean in the context of each individual enterprise is wide open to argument. My view is that if they are not centered on the customer, the likelihood is few benefits will accrue.
Many organizations seek outside help to inject some outside-in inspiration, and a growing number of Salesforce's largest customers have turned to the Ignite team, the company's co-innovation management group, to inject some life into their thinking. After all, Salesforce has a history of innovation and is recognized on an almost annual basis by Forbes magazine as a leading innovator.
In recognition of this, the Ignite team has taken the lessons learned at Salesforce and is applying them in a structured way for their most valuable customers. The co-innovation practice helps customers apply five principles:
Build a more human company – by applying design thinking
Ignite change from within – by creating an environment where everyone is encouraged to participate in ideation
Bring together art and science – to understand the art of the possible
Create a culture of insight and nimble expertise – to foster continuous innovation
Never stop innovating – one of the core attributes of the customer-adaptive enterprise
When evaluating ideas, the practice looks at them from three angles: the human to determine what is desirable, the technical to determine what is feasible, and the business in terms of viability. Typically, the practice will work with a cross-functional team and a mix of business, IT, and user experience design practitioners so that the three angles are fully addressed.
Customers aren't charged; neither is the team rewarded on a commission basis. By offering these services, Salesforce also gains deeper insights into the challenges its key customers face. Those are worth their weight in digital gold to Salesforce and provide a good lesson for other enterprises seeking to become truly customer-adaptive.
Salesforce Customer Success Platform – Through the Omnichannel Lens, IT0020-000238 (December 2016)
"Watson and Einstein – creating the enterprise nervous system," IT0020-000253 (March 2017)
Jeremy Cox, Principal Analyst, Customer Engagement Practice
Enterprise Decision Maker
By Eric Parizo 19 Feb 2020
Check Point has accelerated its pace of acquisitions to offer more security solutions for and from the cloud, but it remains hindered by the perception that its technology and market messaging are still too complex.
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