Customer-facing Digitization Creates the Most Value
Name
2012_0801_Customer-facingDigitization_WoernerMcDonaldWeill.pdf
Size
458.03 KB
Format
Adobe PDF
Checksum (MD5)
b11167d89be591f84ec4ddebf8c61600
Author(s)
Woerner, Stephanie L.
McDonald, Mark
Weill, Peter
Date Issued
August 16, 2012
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Woerner, Stephanie L., Mark McDonald, and Peter Weill. “Customer-facing Digitization Creates the Most Value.” MIT CISR Research Briefing Volume XII, no. 8 (August 2012). https://dspace.mit.edu/handle/1721.1/174977.
Series/Report no.
MIT CISR Research Briefing, Vol. XII, No. 8
Abstract
In this briefing, the authors report survey results on the degree of digitization in companies today. They examined twelve core business processes in three key areas shared services, operations, and customer-facing for their degree of digitization and relationship to enterprise performance. Enterprises with digitization of shared services and operations processes in the top 25% did not have higher performance. But enterprises with digitization of customer-facing processes in the top 25% had significantly higher growth. A case study of Royal Caribbean Cruises Ltd. illustrates how digitizing customer-facing processes can automate, integrate, and coordinate the customer experience, which helped Royal Caribbean increase revenue.
Subjects
Assessing Performance and Value
Benchmarks
Digitizing Business Processes
Terms of Use
CC BY-NC 4.0 (Attribution-NonCommercial 4.0 International)
Persistent DSpace Link
