The business of any company depends on the customer service and connection between the departments. If customers find a disorganized approach, the company loses reputation and business. To ensure the best customer experience, it is vital to align marketing, sales, and customer service departments. Large matrix companies have to develop some more complex structures for achieving their targets by sharing their goals, clear roles, and transparent communication.
Here are three convenient steps for the companies to ensure flawless customer experience.
Assess Current Process
Any company cannot progress until its weaknesses are not identified properly. Assessments allow companies to get a holistic view of their current processes and evaluate how they can meet the customer’s expectations successfully.
Real assessments are very easy to obtain through surveys which further help in identifying gaps in the communication and provide a framework for meeting them. Surveys reflect a complete assessment of the sales team performance, and where improvements are needed.
Build Collaborative Culture
A collaborative culture between the departments is essential for meeting the unique challenges that come in the way of the leading companies.
Trust among the team members and developed relationships are the foundations to ensure a collaborative culture, and it must be an ongoing effort. Collaboration is a delicate condition that needs regular consideration, but it is one of the necessary elements of ensuring alignment.
Introduce Service Level Agreements
After assessing weaknesses and building collaborative culture, companies should introduce service level agreements among the teams of marketing, sales, and customer service. For the most effective processes, these agreements must cover monthly goals. Service level agreements pave the ways to successes because members of each department have set roles in the group.
Furthermore, this agreement not solely defines the roles and goals but it also strengthens the collaborative culture by making data available to all other team members. Because of this, the company can review the progress of each department on a regular basis and can address the issues with the concerned departments in timely manners. Each team member must be aware of his role within the group and performance of the other members. All departments should be on the track where they can successfully increase the numbers of marketing and sales leads. Sales department must increase the number of calls or emails to their customers and find other ways that can be helpful to achieve their targets as per their agreement.
Role and target of each department may be slightly different but all members should seem progressing toward the same objectives of the big picture.
By doing these three things, you will see an overall improvement in the company and customer satisfaction.