Fostering meaningful direct relationships with customers is critical to growth in today’s environment.
The D2C boom makes fostering meaningful direct relationships with customers critical to growth in today’s environment. With the consumer in control, we must acknowledge that the way we go to market – the way we organize and work together, will be critical to our collective success. Ensuring you partner with truly agile organizations might make or break your long-term goals. Agility means many things to many people, but at its core, it means putting the customer first – allowing your organization to feel empowered to make quick decisions in taking care of customer needs.
What Makes an Organization Agile?
An agile working model allows for the collaboration of multiple skilled teams to come together as a single organism working towards the same goal. Ideally, small-sized teams with self-sufficiency in addressing customers' needs will feed into the entire vision of the organization. By removing the concept of layers and silos, each team will be focused on its actions and will be accountable end-to-end.
Although having agile systems in place is mandatory, it is up to the employees to ensure the long-term success of the organization while maintaining the system. At Evergent, we adopt these strategies of working in small teams dedicated to each account. These teams work directly with customer stakeholders to configure their visions into a reality. We believe in what they do, and ultimately their success is our success.
Leadership is a subjective quality that has been misunderstood. Today, with the rapid shifts happening in workplaces, a leader needs to be able to walk alongside employees instead of in front of them to show the right path toward actionable delivery. Being communicative, ensuring that their mental well-being is taken care of, and providing them with the necessary resources and tools will allow them to excel at their jobs.
Moreover, empowering employees with maximum flexibility and minimum constraints in the workplace will optimize their performance and increase motivation. This will result in quick yet efficient changes and help them keep up with the ever-changing customer needs.
What Drives Agility and Best-in-Class Services Within an Organization?
The core values and purpose of an organization are arguably one of the most important components of any organization. It will help employees understand the root of what the organization believes in and what is expected of them. Values that are well-defined, structured, and presented will provide the foundation for the organizational culture. And when employees understand exactly the values, they are most likely to behave in a way that is in the best interest of the organization and perform remarkably, which will lead to satisfied customers.
At Evergent, we focus on the following core values:
• Consistent focus on value creation
• Facilitate a great understanding and trust between cultures, countries, and continents
• Dream big
• Be optimistic
• Always acknowledge the current reality
With this in mind, adopting a customer-first approach has proven to be a successful, single-point agenda within our organization. As the global pandemic hit, our organization strived to ensure that customers could operate their businesses without interruption. A key aspect of driving this agility in the OTT space has the technology to create customer-centric products and services. Evergent’s portfolio of user lifecycle and revenue management solutions has the ultimate flexibility to change with the market customer preferences, but the long-term success of these services lies in customers' hands.
As mentioned previously, the pyramid model of work is best kept in the archives. Developing a flat structure of work where employees can work cohesively will lead to the road to success. Continuous learning and rapid delivery will also ensure continuous customer satisfaction. At Evergent, we have developed a Wheels-in-a-Wheel model that continuously accelerates the outcome with less or zero friction.
Much like its name, each team within the organization is a wheel that can operate independently. Based on a flat structure, the leaders are also within a separate wheel in the organization's center. Together, they are all a part of the organization, which is visualized as the biggest wheel. The idea is to have all the wheels inside move together and alongside each other, which will drive the momentum of the big wheel.
Keeping this model in mind, at Evergent, we believe an agile mindset is critical to staying relevant, not just for current market conditions but for those that lie ahead in an ever-changing market landscape. This agile mindset allowed us to develop a revenue and subscriber management platform that is so configurable that it surprises even the most skeptical buyer. It has been foundational to helping our customers. Advancing the market forward, helping our customers break through growth barriers, and providing the most flexible platform available today are all the outputs of our commitment to an agile mindset.
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