How do you present ROI on digital transformation when all the changes are seen as a burden and met with resistance

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You don't. You show ROI in dollars. If you're not getting incremental sales, you're not getting ROI.

We track NPS and usage and adoption because we've also quantified the dollar value of these metrics and can show that x% in these metrics gives y% increase in profit.

Overcoming resistance isn't always solved with showing ROI, but the biggest obstacle is usually getting people to believe the ROI. They've seen too many businesses cases with inflated forecasts that they don't trust them. Only thing to do in this case is to be grounded and thorough and take them on the journey.

If they believe in the ROI but just don't want to prioritize it, usually it's because they don't personally benefit from it. Goal then is to show them how they benefit from it (usually how it makes them look good or enables them to achieve goals that impact their bonuses).

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Should we be worried about the next big RPG you're working on lol

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only one I know is role playing game lol and I don't think that's quite right here

This doesn’t bode well for Baldurs Gate 4

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This is a change management issue, one that won't be influenced by statistics like ROI.

Go back to the basics: are folks aware of the benefits and why the change is needed? Can they understand what's in it for them to change? Are they worried about their place in the new world after the transformation?

Address this for individuals, and you smooth the path to collective change.

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Agreed, I do systems implementation and change management is always one of the biggest challenges.

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