Rockford is in a state of fast-paced positive business transformation, and we’re currently reflecting on how effective that process has been.
Business leaders often realise too late that it’s important to consider customer demand when undergoing a complete business transformation. If the transformation isn’t aligned with customer needs, you’re essentially embarking on a downward spiral by heading in that direction.
By anticipating customer needs in advance and driving the business in the right direction, transformation will continue to meet the needs of the customers. However, all things must be monitored to ensure the right decisions were made in the first place.
It’s really important to develop a detailed transformational roadmap and execute against it, then monitor and drive change according to the plan. The empirical data and proven results will show you whether you’re on track for success or not.
Monitoring Customer Demand during a Business Transformation
The Sharing in Growth (SiG) programme is very focused on monitoring changes that are made, and ensuring that customer demand is still being met. In fact, every single change made during our transformation with SiG has been in alignment with our business maturity matrix, and this document has been developed with our customer demands in mind.
Decoding customer demands and understanding transformational triggers that affect customers is the key to monitoring how effective the business changes will be. Ultimately it involves developing an understanding of what drives the customer demand for change.
SiG was drawn to Rockford because of its huge potential for growth, so many members of the SiG team came on board with preconceived ideas of what the future customer demands would be. Rockford’s directors and management also had a good idea of what the customer demands would be, and how to manage them.
Through a lengthy process of discovery and goal-setting, Rockford developed a new vision, mission and set of values to guide us towards our future. With our goals set and our vision crystal clear, we know exactly how we plan to meet customer demands, and we’re continually monitoring our progress to ensure we’re on track.
The defining factor in SiG’s success is whether we have achieved our goals as defined in our maturity matrix. As the maturity matrix has been developed with customer demand in mind, and monitored closely, we will keep our compass pointed in the right direction.
Much of Rockford and SiG’s efforts are focused on maintaining profitability, which in a sense is related to the customer demand. If certain products are not attractive to customers, it may made sense to stop selling that product and focus on something that is, which could release resources previously used by the sale and production of that product and considerably affect the bottom line for the business as a whole.
It’s all about understanding the bigger picture. Continuous monitoring of all products, costings, customers and processes will ensure we know where we stand. But truly understanding customer needs and demands is the most crucial element in our growth strategy.
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