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- PublicaciónAcceso abiertoProceso de transformación digital para un proveedor de servicios cloud en Colombia(Bogotá : Universidad Externado de Colombia, 2019., 2019) Fierro Espitia, Sandra Milena; Medina Garzón, Ronald Alfredo; Avellaneda Tamayo, Juan CarlosThe development of this research project includes the approach of a digital transformation process for a Cloud service provider in Colombia, based on the analysis of the key variables of the environment to define a new digital business model and the identification of the capacities that It requires developing the company to implement this new business model. In this investigation, an analysis of the key variables that affect the business environment of the Cloud services was made from a documentary review. With a quantitative field study, customer preferences and needs were identified. An analysis of the pre-sale, sales and after-sales processes was carried out by applying the customer journey map tool to know the customer experience when acquiring Cloud services with the company, and to identify the critical points that should be improved to raise points of innovation and process improvement; and supported by design thinking techniques, the research results were analyzed in order to propose a new digital business model and identify the capabilities that must be developed or enhanced by the cloud service provider.