Cross-Functional Cooperation and Training

Do your business units designed to serve the same customers interact? If they do, do they know how to handle problems or complaints jointly?

If they don't you must improve cross-functional communication and cooperation to remedy this lack of agreement. This can be done, for instance, by assigning customer accounts to cross-functional teams of employees from various areas where contact with customers is paramount – for example, product/service design and development, marketing, and sales.

To start with, eliminate the layers of bureaucracy between customers and those employees best equipped to solve their problems. 

The best way to achieve strategic business success and streamline the customer service is to provide cross-functional training. Employees must understand the entire customer cycle and customer experience journey ‒ from the first contact with a company to the follow up that accompanies engagement, a sale, order fulfillment, and customer retention strategies. All interactions and experiences your customers have with your business define its success or failure.

IT-powered Better Customer Service

IT solutions are not a technology fix for corporate culture problems. IT solutions may help you break down internal silos and support collaboration between customer service, management and product development. In addition to helping you respond more quickly to changing business demands, better management of the service side will give you a more complete picture of your customers. That, in turn, will help you better serve customers and create long-term loyalty.