From the course: Effective Collaboration Across Teams
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Identify the value created by your cross-functional relationship
From the course: Effective Collaboration Across Teams
Identify the value created by your cross-functional relationship
One of the greatest challenges of cross-functional collaboration is when teams don't see each other as partners. Instead, they merely see each other's functional or technical contributions. The first step in building a strong and trusting partnership is to define the unique contribution or value created by your collaboration. For example, one client I worked with struggled with unresolved conflict between its sales and customer support teams. The sales teams drove revenue and brought in new customers, and the customer support teams onboarded new customers onto the company's product platform. The problem was, the sales teams made promises that the customer support teams couldn't always keep. Their frustration impacted how they onboarded customers. The tensions between the two teams were palpable. And as you might expect, all the customer satisfaction data was poor. The two teams failed to see how their combined efforts created the customer experience, but everything changed when we…
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