SAP Italy’s Cultural Transformation Maximizes Customer Lifecycle Value (Case Study)
- Brandon Hall Group
- Learning and Development, Human Resources
SAP Italy’s Cultural Transformation Maximizes Customer Lifecycle Value (Case Study)
SAP’s growth strategy required a shift from selling on-premises software licenses to providing an increasing number of Cloud services. SAP Italy realized that a deeper cultural transformation was needed: to position itself as a trusted partner to bring lasting value to its customers, through an end-to-end value proposition based on its products.
To make the new way of working tangible, SAP Italy executives have identified a set of new mindsets and related behaviors to be reinforced in the Italian CSS team.
To achieve the necessary cultural transformation, SAP Italy partnered with BTS to build a highly engaging, 1 year-long journey with 8 participant touchpoints, addressing 200+ people from different roles and teams, including Managers, Presales, Tech/Sol Architects, Project Managers, Service Sales, and Service Operation Support.
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