For the better part of a decade, I’ve been working on designing, building and configuring enterprise-wide reporting tools and platforms. In my current role, I help companies win and retain customers by empowering employees with consumer feedback. In most cases, these initiatives stretch across organizations, and consequently, cross-functional teams are created to work together toward a common goal.
Regardless of the stature of the brand or the given industry, implementations of enterprise-wide reporting platforms tend to face similar challenges, especially as they pertain to the actual functioning of a cross-functional team.
Stakeholders are gathered. Subject-matter experts enlisted. Meetings are scheduled. Sitting at the table, they all must weigh in and work collaboratively to deliver results. Sometimes the team dynamics are fantastic, and other times the group never coalesces as a team, remaining instead as a collection of individuals from separate departments.
I find the following key characteristics distinguish highly performing multi-disciplinary endeavors from the less successful teams. Productive teams:
Team work is hard business but challenges can be overcome with the right leadership, culture and process. If developing dynamite Customer Experience is a goal for your company goal, start “at home.” The home-team dynamics will allow everyone to work efficiently, depend on each other, and keep their attention squarely where it belongs: on your customers.