The 3 Ps of any organization refers to the people, processes and platforms used to bring the company’s vision, mission and business model to life. While the convergence of these three areas may seem simplistic on the surface, even subtle misalignments between the areas can have significant implications on the long term success of the organization.
Over-reliance on platforms can erode the employee experience. Misaligned and siloed teams can create communication catastrophes. Poorly executed and inefficient processes can directly impact both employee and customer experiences. Understanding how these areas fuse together can have a direct impact on the bottom line.
People
When it comes to finding the right people for a team, hiring managers often look at resumes for experience and education. While both of those elements are good and important, what’s even more important is emotional investment in the organization’s why.
Hiring team members who are vested in your company’s story will help build retention and productivity. These are the people who are excited about the possibilities stemming from what your organization delivers. Likewise, they’re enthusiastic about understanding the other core group of people in your organization on a more human and relational level — your customers.
Processes
Processes are what keep the momentum in your business. From how you communicate with your customers and develop new product lines, to the way you leverage technology, there’s a process for everything.
Each process in an organization must be centered on one thing — improving the employee and customer experience. To that end, having the right North Star Metrics in place to measure the efficacy and success of each process used in your business will allow you to bring this area of the 3 Ps in closer alignment with your people while maximizing your platforms.
Platforms
Platforms encompass a wide swath of technology. From the software systems used to manage the backend of your business to the social channels and software used to acquire and communicate with customers, platforms are everywhere in modern organizations.
When choosing the right platforms for your organization, you must avoid platform overwhelm. There are a myriad of platforms available today. Aligning the platform needs to your customer journey is the first step toward refining which tools to incorporate into your business. Choosing the ones that will make your processes more efficient and give your team the insights needed will help you get the right tech stack in place.
Aligning the 3 Ps
Bringing each of these three areas into a cohesive experience is a much more chaotic endeavor than many organizations understand. One error in one area can have ripple effects that can throw each other area off balance. When teams work to bring these 3 Ps together to work in harmony, the outcomes are powerful.
Revenue Acceleration
Without buy-in from an organization’s people, proper digital adoption of the right platforms and the processes to support modern initiatives, revenue will remain stagnant. One of the foundational keys to accelerating revenue growth in today’s market is to bring technology together with the people who need it and with processes that breed efficiency.
Improved Employee Experience
It’s nearly impossible for an organization to thrive when teams work in silos, keeping critical data close to the chest. By leveraging platforms to disseminate key insights to people through a seamless and speedy process, employees are better able to perform in their roles. That increased performance helps the organization while simultaneously building employee retention through better experiences.
Better Product-Market Fit
When employees can see and understand the impact of their work, they tend to be happier on the job. When top talent can continuously improve, evolve and align their work with organizational outcomes, they’re more likely to have a positive experience and stay with your company over moving to a competitor. Providing teams with cohort analytics allows them to have those insights needed to perform well.
Increased Growth and Retention
When teams operate in their own silo-based mentality, they’re unable to work cohesively to drive growth and build retention. That inability to perform well isn’t the fault of team talent. Instead, it’s the fault of poor platform and process efficiency via data democratization to allow teams to look at the most current and relevant insights to bring the organization clarity around the North Star Metrics.
Customer Experience (CX) Terms
- 360° Degree View of the Customer
- AI Ops
- Barlow Bands
- Behavioral Triggers
- Bow Tie Funnel
- Brick-to-Click
- Business Impact Analysis (BIA)
- Cognitive Computing
- Cohort Analytics
- Content Mapping
- Conversational User Guidance
- Customer Data Profile
- Customer Experience (CX)
- Customer Friction
- Customer Insights Map
- Customer Journey
- Customer Journey Mapping
- Customer Satisfaction (CSAT)
- Customized Ratios
- CX Intelligence
- CX Led Growth
- CX Metrics
- Data as a Product (DaaP)
- Data as a Service (DaaS)
- Data Culture
- Data Driven
- Data Engineering
- Data Fabric
- Data Governance
- Data Humanization
- Data Hygiene
- Data Looping
- Data Mapping
- Data Mining
- Data Modeling
- Data Monetization
- Data Swamp
- Data Visualization
- Data Warehouse
- Data-Centric
- Descriptive Analytics
- Diagnostic Analytics
- Digital Asset Management (DAM)
- Digital Transformation
- Dirty Data In Dirty Data Out
- Embedded Intelligence
- Empathy Mapping
- Employee Data Profile
- Employee Experience (EX)
- EX to CX Data Mapping
- EX to CX Mapping
- Experience Management (XM)
- Gap Analysis
- Generative AI
- Human-Centered Design (HCD)
- Journey Analytics
- Machine Learning (ML)
- Managed Agile Services on Demand
- Modified Hoshin
- North Star Metric
- Party Data
- Pathway to Purchase
- Predictive Analytics
- Product-Market Fit Mapping
- Real Time Design Looping
- Revenue Acceleration
- RevOps
- S Curve of Growth
- Stack Impact Analysis
- StoryVesting
- Table Stakes Testing
- The 3 P’s
- User Experience (UX)
- User Insights Map
- User Interface (UI)
- Voice of the Customer (VoC)
- Voice of the Employee (VoE)
- World Cloud Generator Sentiment Mining
- X Analytics