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.

Purpose & Intent: 

The purpose of this report is to help organizations better understand the impact of workforce engagement and alignment on improving customer success and overall business outcomes. Workforce engagement is a measure of the commitment of an individual to the success of the organization. Coupled with workforce alignment and enabling technologies and processes, organizations can achieve higher productivity, effectiveness and services outcomes, and in turn improve customer loyalty and organizational success.

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