Tuesday, November 10, 2015
Cross-Functional Collaboration Comes of Age
To some extent, the shift is being driven by changing customer behaviors, according to PwC. The study report presents a not-uncommon type of scenario, where a company takes a cost-driven step like reducing inventory or customer-service staffing. Too often, customers then see empty shelves or suffer frustratingly slow response times, and in today’s world they’re not going to be patient in the face of such negative experiences for long.
There are risks, PwC says, when “each function improves its own performance without thinking of cross-functional tradeoffs and customer impacts first.”
Posted by Joao Moraes at 11:06 PM