The first months of 2020 have been characterized by a strongly VUCA scenario (Volatility, Uncertainty, Complexity, Ambiguity) with an immediate, direct impact on the results and in the matrix of the various relationships between Suppliers, Customers, Partners and Final Consumers. The real change in the operating logic of many commercial and service processes requires the effective review and the overall realignment of the market approach, focusing on the final consumer, the customer, the physical and online sales channels. It will be requested to further integrate the Sales, Marketing, Communication and Customer Service functions, aligning processes, developing new transversal and relational skills and applying new digital technologies in customer relationship. All this involves a review and alignment of the business model based on four key elements.

Redefine the Value Proposition by consistently re-aligning customer relationship, physical and digital channels and internal/external communication strategy

Define the competency model – technical and managerial – redesign performance management and people development systems, generate engagement in sales managers and in sales force