The Transformation Guidebook

Research shows that 84% of customers say the experience a company provides is as important as its products and services.

Making fundamental shifts in the products or services you offer, and how your teams work together, can seem large and complex, but the steps outlined in this guide will help you make a plan and evolve. This guidance is based on what Salesforce has learned from thousands of projects with C-suite leaders. With this guide, you’ll learn:

• Successfully meeting the digital imperative depends on
  your mindset
• How you make decisions: Sense, anticipate, and respond
• How you engage customers: customer-centric
  business processes
• How you work: One team aligned around the customer
• How you embrace technology: Digital-first, lean, and
  ethical by design
• How you serve society: Business as a platform for change