REOPEN How You Engage How you engage customers starts with listening. Invest in understanding your customers’ new realities – the work will pay off later. Partner with your Customers, Partners, broader ecosystem across partners and vendors to deliver experiences together that meet customers’ evolving needs. Personalize experiences and and Suppliers communication across sales, marketing, service, and other departments. Deeply understand changing Rebuild trust through Cultivate robust customer needs. personalized experiences. ecosystem resilience. Capture evolving customer needs through Recommunicate who you are with evolved Formalize new go-to-market partnerships programmatic focus groups and customer messaging and offers based on market insights. with programs and technology. advisory boards. Advance self-service (and touchless) Reinvent channel strategy for greater Adapt value propositions and offers to capabilities across all channels. collaboration and data sharing. serve near-term market demands. Make it easy for customers to find Align effort with playbooks that define Capture shifts in how customers want to information they want to make decisions. actions, milestones, and what-if responses. engage, including new buying and service experience needs. Script your call center agents and sales teams Deepen public sector partnership for with reopen-the-workplace knowledge base contact tracing to maximize safety at every Evolve data strategy based on new data and AI-powered recommendations. customer touchpoint. requirements to ensure safe physical customer experiences. Prioritize automation to replace inefficient human processes (billing, order tracking, etc.). Establish ethical use advisory board and guidelines to govern health and other Train and enable reps for new sales sensitive data usage. environment: processes, deal guidelines, reporting and analytics, deal/customer prioritization, and new communication and collaboration expectations. The COVID-19 Response Playbook | 23