KE Holdings Unveils Strategic Overhaul: Elevating Community Living Services, Sending Leaders to Frontlines, and Easing Agent KPIs

Deep News03-29

On March 29, KE Holdings Inc. announced the launch of a strategic transformation aimed at upgrading its community living service model with a focus on consumer needs. Chairman Peng Yongdong is leading the establishment of a change management committee to restructure the organization and drive the company's evolution from a transaction platform to a comprehensive community living service platform.

In Beijing, Lianjia has appointed three chief customer officers under Peng Yongdong's leadership. They will integrate brokerage, affordable housing, and full-scale renovation services to implement the community living service model in Beijing. Stores will be repositioned as community service hubs, shifting away from short-term transaction goals to focus on assisting consumers with housing decisions and meeting diverse, lifelong residential needs within local communities.

KE Holdings has clarified that all management staff must transition from back-office reporting to frontline engagement. Ineffective performance metrics for agents will be streamlined to allow them to concentrate on serving customers.

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