What Does The Digital Transformation of MSO Mean?
Let’s work backwards. MSO stands for Marketing and Sales Operations. Essentially the group(s) within your organization responsible for knowing and engaging with your customers to service or sell to them. The digital transformation of MSO are the ways that you integrate digital channels and technologies into your business to grow revenue and cut costs.
Digital transformation requires vision, a digital strategy, and culture change. We require you to have your vision and objectives defined before we begin.
The Theory Behind Our Strategy Services
Digital strategy is the collection of digital choices you make to achieve your vision and objectives.
Your digital strategy requires you to know the impacts those choices will have on your people, processes, technology, data, and products, so we make sure our digital strategy deliverables include this.
We can design, execute, and operate your digital strategy, but only you can lead your company’s cultural change (we’ve got some ideas that can help!).
We Offer Two Forms of Digital Strategy Services
Channel modernization is the industry term for ‘digitizing’ a channel; that your customers or employees use to learn about, buy, or service the products or solutions you sell.
Examples: mobile apps, websites, call centers, retail stores, or even your field service/sales representative
Object Edge specializes in building digital strategies (the roadmap of digital choices you will make to grow) for the following channels: websites (eCommerce or content), mobile apps, customer service, field sales (B2B), retail stores (B2C).
Our digital strategy deliverable will include the following:
- Channel Maturity
- Documenting Your Why
- Your current organizational situation (relative maturity)
- Defining the target customer (segmentation)
- A series of digital choices – a priority backlog of 7-10 experiences (choices) your customer or team members need now
- Implementation guide
- Impacts to:
- Change management
- User experience
- Data governance: Availability, usability, consistency, integrity, and security
- Analytics: how to measure success with KPIs and cash flow
- Taxonomy review
- Taxonomy review
- Content + commerce
- SKU content completeness
- Measuring impacts to customer adoption strategy and planning (retention)
- Future proofing the Roadmap to 2020
Sometimes you’re not looking for a full digital strategy for a channel; sometimes you just want to know how you stack up against the competition. Our maturity assessment for eCommerce will evaluate you on the following:
- UX / Creative design
- SKU content
- Customer experience / journey
- Quoting funnel (B2B only)
- Analytics (different than data governance)
- Operational readiness
- Operational processes