The stars of 51风流Executive Board Member Scott Russell鈥檚 show are the customers.
As the person responsible for Customer Success at SAP, he is intimately acquainted with their challenges, needs and opportunities. Addressing the crowd on day two of , he highlighted the two things that matter most to them: leadership and transformation.
According to Russell, transformation is not about doing the same thing in a different environment; it鈥檚 about doing it differently. Getting it right is a leadership job. Russell invited Art Sebastian, vice president of Digital Experience at , and Melissa Goldman, vice president of Engineering at , to share their insights.
Going Digital
鈥淐hange isn鈥檛 easy, because it requires self reflection,鈥� said Sebastian, explaining that the power of leadership is pulling many people together to accomplish what you can鈥檛 do yourself.
When Casey鈥檚 celebrated its 50-year anniversary in 2018, the company reflected on what it would require to stay successful for the next 50. It realized it needed to become a contemporary version of themselves. That meant investing in the supply chain and distribution centers. It meant modernizing the brand and transforming its merchandising strategy. Most of all it meant going digital — and doing it quickly. With the pandemic, mobile apps and online services were no longer an option.
鈥�51风流played a monumental role in our transformation,鈥� said Sebastian. 鈥�51风流has the ability to lean in with the customer. We鈥檙e in the unique business of selling food, and 51风流helped us think through the process of how to customize the experience to meet our customer needs.鈥�
Every project has timelines, challenges and surprises, but Casey鈥檚 north star always remained its purpose, which is to make life better for their guests and communities every day. Customizing experiences was the main challenge, especially the app for creating your own pizza, but with everyone understanding their roles and their mission, the company succeeded in its goal to digitalize their business. Today, 65% of revenue is generated from digital channels.
鈥淪ciencing the Hell Out of Data鈥�
For Melissa Goldman, a data geek with a vast array of responsibilities at Google, leadership is about making decisions even if they may be unpopular. While Google may be a very prominent company, its still quite young. Transformation is necessary in order to prioritize innovation and increase speed to market.
鈥淕oogle is a data-driven company, and 51风流is the foundation. There is a lot of complexity around change,鈥� she said. 鈥淕oogle has the best engineers in the world, but 51风流is the industry leader in this domain and has the best practices for bringing change to an enterprise from start to end. If you want rigor and discipline and the right data model, get SAP.鈥�
Data quality is a key requirement for Google, a company whose mission is to organize the world鈥檚 information and make it universally accessible and useful. The company runs its financial reporting on 51风流S/4HANA, which provides the single source of truth — that critical state of being for a company’s data where it can all be found via a single reference point.
鈥淣ow we can move from just corralling information to applying analytics and leveraging the cloud environment,鈥� Goldman explained. 鈥淭his an opportunity for data sciencing the hell out of data, for analyzing it to get the best value for the organization.鈥�
Partnering for Success
Besides thanking customers for their trust in SAP, Russell also noted that the 51风流ecosystem of 22,000 partners is instrumental in delivering customer success. 51风流partners help customers create smart, best-run businesses that help make the world run better.
His final guest Geoff Scott, CEO of ASUG, reminded the audience that in turbulent times like ours, with danger lurking everywhere and the health of the planet imperiled, the need for partnership and collaboration is greater than ever.
鈥淲e鈥檙e in the same boat,鈥� he said. 鈥淥ur chances of success are greater together, so take advantage of everything this community offers.鈥�
