Sales people. Agents. Marketers. Executives. What do they all have in common? They all work for your company. All of our businesses are made up of a myriad of individuals with different interests and tastes, but at the end of the day they all fall under the same umbrella. However, in many businesses today, that fact isn’t as obvious as it should be. Executives and those on the front lines frequently have very different perceptions of what your business does, and while that is understandable to some extent (different roles will naturally have different views of their own place within an organization), yet the core message should be consistent across all departments. It’s a simple concept, but just how do you make this happen?
Much like our blog post about partnerships, companies need to bring together their internal teams to work together and share ideas. That means that people from marketing, sales, customer service, executives, etc. should arrange frequent meetings. These areas are not as distinct as you would think, and the “globalization” of ideas can improve the operations of each respective department. Marketing and sales are clearly intertwined, as one cannot survive without the other; yet just as important to that feedback loop is the customer service team. They are the ones who are dealing with customers on a daily basis, so they are hearing the true voice of the customer. Their input can guide how marketing presents the company to the public, which in turn guides how sales presents the company to prospective clients. To bring everything full circle, these materials and ideas are then used by the customer service team to guide interactions customers. Seems easy enough, right? Looks like we’re done here.
Unfortunately, it’s not so simple. Creating this kind of inter-organizational collaboration process takes time and effort. The popular idea that it’s time to “break down silos” has never been more true and critical to success; however, this is not something you can do in an afternoon. Funnily enough, the first combined decision your teams make will be choosing the best way to make combined decisions. Until your teams are in a rhythm, making choices will take some time.
After your process is set, it’s time to get down to brass tacks. Determining which information will guide the organization forward is paramount, and to do that, you’ll have to put an efficient workflow that blends all departments in place. An established system makes it much easier to ensure all employees are aligned on future goals. Ultimately, the aim is to deliver the best experience to your customers. If they’re getting mixed messages from you, they may take their business elsewhere.
As cheesy as it might sound, teamwork makes the dream work. Rather than having four separate teams developing strategies independently and hoping they all happen to align, why not try collaboration? A supergroup of minds from each division can put together a much more informed, compelling game plan than each individual part. By taking the time to establish a idea-sharing environment, you’ll see the ultimate ROI: happy customers.
Need help getting the band together? Let us help you align your teams.