Towards a customer-centric organization case study of BMB -

Abstract

In the coming few years, every business will be on the journey to the digital realm. Only organizations that are able to ride this wave of digital transformation will create new sources of value for their customers. Organizations incapable of evolving their business models will eventually be displaced by digital disruption. Therefore, IT solution providers will have to find new sources of value to deliver. Traditional ‘one size fits all’ offerings will no longer be effective. It is mandatory that providers rethink how to align their solutions with their customers’ digitization journey. The aim of this project is to transform an Information and Communication Technology provider in MENA region, BMB. The main objective is to alter BMB offerings to have customer-centric business solutions rather than merely selling IT solutions. This transformation will enable BMB to grow new customer base and differentiate its approach with current customers.