STRUCTURING YOUR APPROACH Four Customer-Centric Capabilities Now that you have a clear view of the three tracks, the next step is to break each track into much more granular actions you can take. Salesforce can help you bring a customer-centric mindset to your approach. Consider how you evolve these four capabilities below to improve your crisis response and resilience. Each further reinforces your customer-centricity, empowering your employees. Salesforce is uniquely able to help you in each of these areas. How You Structured planning and information gathering Make Decisions Accelerated and delegated decision-making Establishment of a data culture with clear instrumentation, visualization, and new KPIs How You Internal communications cadence Work Collaboration and increased productivity Upskilling and reskilling: new ways of working How You Reprioritization of effort toward customers Engage Redesign of customer experiences and offers based on new needs Customers Deeper personalization through digital How You Business as a platform for positive change Serve Society Culture of giving Civic leadership supporting employees, communities, and governments The COVID-19 Response Playbook | 10