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Former Member

The Leaders@SAP campaign is a series of personal stories that give you a look at our inspiring leadership at SAP.

This story comes from Vivian Luechau-de la Roche, Senior VP - Services & Support, SAP Latin America.

"The biggest challenge in any transformation process is to build the trust of your customers as well as your employees.  What does trust mean? Trust means, you can rely on each other’s capability to deliver and desire to work together in order to reach a common goal.

How did we make this happen? My objective, as lead of Digital Business Service Latin America and Caribbean, was to have one face to our customers. This would simplify our customer engagements, harmonize the service portfolio to deliver the most value, and leverage the best resources in the industry to implement and run SAP-centric solutions.  We do not focus on the organization structure but instead on the actual output for our customers.  We defined a central point of contact for each customer for a seamless service and support engagement – to ensure that the customer can #TRUST that 'we are always there.'

For me as a leader, the major challenge of this transformation in Latin America was to get the teams to trust each other and work together building on the strengths of each to bring the most value to our customers. A key success factor to maintain the trust in the team is communication and transparency. My advice to you: define clear objectives, define clear 'rules of the game,' and finally, act according to them."

Stay tuned for our next installment of Leaders@SAP!


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