target audience: TECH SUPPLIER Publication date: Aug 2024 - Document type: Market Perspective - Doc Document number: # EUR152482424
Delivering Customer Value Through Ecosystem Innovation
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Abstract
This IDC Market Perspective emphasizes the importance of redefining customer value delivery through ecosystem innovation in the digital and AI-everywhere era. IDC's research highlights the urgency for companies to not only optimize internal processes, but also to reassess the coexistence of ecosystem components to support the scaling of digital products. The growing complexity of the partner ecosystem and the varied technology initiatives undertaken by end-user organizations across EMEA necessitate a multifaceted approach to customer engagement. IDC identifies three core considerations for the business ecosystem and its technology partners to enable and deliver enhanced customer value: customer-centric value, a 360-degree vision, and symbiotic relationships. These pillars emphasize the importance of starting and ending with the customer, disrupting oneself to add value, focusing on long-term engagements and business outcomes, and recognizing the value of diverse relationships within the ecosystem.
"True customer value transcends mere revenue generation — it demands a holistic approach that fosters long-term engagements and mutual success. In the digital ecosystem, understanding and responding to the diverse needs of end users while nurturing symbiotic relationships is key. Success lies in influencing — not dictating — customer behavior, and recognizing the collective impact of diverse relationships on the ecosystem," said Jennifer Thomson, AVP, IDC's European Research.