Executive Summary
Why Developing the Engagement-to-Outcomes Value Chain is Crucial to Business Results
Customer success initiatives invariably focus on customer relationship management (CRM) software systems that facilitate how customers are marketed to, sold to, engaged with, and serviced and measured. However, human capital management (HCM) investments can provide even more impact in producing significant business outcomes. In fact, today, savvy organizations of all sizes are using “agile engagement” software platforms to foster employee engagement; align that engagement to corporate objectives for customer success; and equip employees with the tools and processes necessary to succeed in those initiatives. This paper looks at the importance of workforce engagement and alignment and the role technology can play in fostering them.