Let's understand the situation of collaboration of cross organizational with an example. Suppose you work as a sales executive in a Multinational e-commerce clothing brand. You receive 30% of the calls from customers who are unsatisfied with the product they received, pointing out the errors. What should you do in this case?
According to the dicta of your organization's cross-organizational collaboration, you must report the problem to the product manager with all the diverse points mentioned by the customers. On the contrary, the company will witness a high bounce rate if you do not collaborate with the concerned department's head.
A Forbes survey states that 87 per cent of the consumers who experience excellent customer service are more likely to purchase another product. However, on the other hand, 18% of the customers with poor consumer experience will increase your bounce rate. So now the question is, "should a multinational clothing brand focus on retaining those small chunks of the customers or stay happy because the majority is in their support?"
Most of you will say, No! Why not?
If that 18% clocks the number of 40% or 60%, now what?
You will suggest focusing on customer experience. But as we have heard a saying, "Prevention is better than cure," why not include cross-organizational infrastructure from the very start so that not even a single employee can miss the target? Keep yourself hooked to the article if you want to know more about cross-organizational collaboration and why it is the core of any company nowadays!
Starting from gazing the attention of customers via different mediums, payment information ways, retaining the customers, to after-sales service, there are numerous points of interaction in the customer journey. The development team must collaborate with the product team, and the product team must work in sync with the sales team. This is how the cross-functional organization's virtuous cycle goes on. Also Read: Project and Task Management
Individual teams organically collaborate bullishly. Your team shares objectives, standards, and occasionally even workstations. Cross-organizational collaboration (across roles, departments, or functions) is less likely to happen yet may be where your consumers need it the most.
Collaboration across organizations is essential for business innovation and giving your customers a great brand experience. A more satisfying and effective customer experience will result from quality and consistency across all departments.
A management strategy for bridging the gaps between the marketing, sales, product, customer success, human resource, engineering, and finance departments is referred to as cross-functional collaboration. All business units must communicate frequently and clearly in order for the culture of the company to function.
We no longer live in an epoch wherein departments can function isolatedly. Today, departments are not siloed. Rather, their structure is similar to the islands of Japan, which together form a nation. That is exactly what cross-organizational collaboration plans on doing.
There is a genuine bona fide behind why we say customers are the king of any organization. Apart from all the digital marketing tactics, word-of-mouth remains a prominent marketing strategy. Moreover, in this section, you will learn more about enhancing customer experience via cross-functional organizational structure.
Teams frequently ignore process phases they may not have personally participated in when they fail to solicit input from other departments, which results in flaws that the customer finds.
Collaborating on a single issue with members from throughout the organization helps identify process issues and generates creative solutions that might not have been viable otherwise.
Cross-organizational collaboration offers a chance for new perspectives to examine your team's procedures, challenge what seems out of date, and provide suggestions for change.
At the very least, have your departmental executives attend. Making a list of every task at hand, ensuring it is specified precisely, and assigning it guarantees nothing is missed.
Describe the responsibilities that each department is responsible for, how they may help one another more effectively and the typical challenges that other departments encounter.
The most efficient means of communication aren't always meetings and long email chains. Thanks to a knowledge-sharing platform.
One of the most acceptable methods to convert clients into promoters is to offer excellent customer service. When a customer has a single good encounter with customer service, 77% of them will refer the company to a friend.Customer advocacy increases brand recognition, offers social proof, and is essential for convincing customers to purchase your goods or service.
Customers anticipate a connected experience with your brand and a response from your company whenever (and wherever) they choose to contact you. Every team that interacts with customers must collaborate in order to manage the different ways that businesses today engage with their customers. We need to break the silos of all global organizations with the help of cross-organizational collaboration.
When two organisations cooperate together on a project or business activity, this is referred to as cross-organizational ownership.
The alignment of teams, departments, and leaders in strategic planning, which enables all divisions of the organisation to work toward the same objective, is referred to as cross-company collaboration.
Cross-functional teams are collections of employees from many departments within a business, such as marketing, product, sales, and customer success.
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