Customer Success 360

Cross-functional Customer Service





Henry Ford advice

A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.

Henry Ford



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.


Customer Synergy

Customer Service

Great Customer Service as a Differentiator

Add More Value for Your Customer

Cross-Functional Management

Empower Cross-Functional Teams



Sam Walton's rules for buiding a great business

The goal as a company is to have customer service that is not just the best but legendary.

Sam Walton




Steps in the sub-process of building
cross-functional cooperation





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



Customer Intimacy




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.


Customer Experience


Customer Experience Management

User Experience

Loving Customer Relationships



Konosuke Matsushita advice quotes

After-sales service is extremely important; it is through such service that you get permanent customers.

Konosuke Matsushita




Next, to stay close to the customer, you need to establish bilateral communication between management and frontline employees. Some best-practice companies even require top managers to take the jobs of frontline employees for a day every month or assume a contributing role in a cross-functional team. This 'vertical' communication between managers and frontliners, however, should be truly bilateral. Make sure your frontline employees have a sense that management will listen seriously to any observation and suggestions they make.


Value Journey

Create More Value

Innovative Value

Innovation is Love

Winning Customers

Deep Customer Focus

Customer-driven Innovation




Finally, you must develop a cross-functional information system to identify any failure to provide adequate customer service. You information system should collect those failures, categorize them, and provide analyses of when and why they occur. Remember however, that best practices in providing customer service ultimately come down to people behind the information system. Getting managers and frontline employees together and giving them a chance to work co-operatively is the essence of the process.


Customer Care

Customers' Perception of Quality

Customer Feedback

Ask Learning SWOT Questions

Listen To Your Customers






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.


Customer-focused Culture

Customer Satisfaction

Customer Relationship Management (CRM)


3 Disciplines





Building Cross-functional Cooperation




Lessons from Business Legends slide deck for teachers education  

Establish cross-functional teams and provides them with cross-functional training

Establish effective bilateral communication between management and frontline employees

Develop a cross-functional information system to identify any failure to provide adequate customer service, categorize these failures, and provide analyses of when and why they occur.