Sara Staffaroni — November 11, 2018 — November 11, 2018
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If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity.
The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization. The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments. The solution: leaders need to shift their focus towards the full picture. This shift requires the centralization of customer data and the usage of a customer journey map as a key indicator of productivity.
Centralize customer data across departments
Centralizing your customer data will help you identify redundancies across teams. With a CRM like Salesforce, you can effortlessly track every customer-business interaction and cut down on needless—and potentially harmful—interactions.
But having a CRM system in place isn’t enough. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Having one centralized database not only increases organizational visibility, but it also allows teams to make use of each other’s data to the benefit of the company as a whole.
Let the customer journey map guide you
Typically, each department in an organization is responsible for a specific part of the customer journey. Since each team has its own goals and data, it’s not uncommon for employees to work in isolated silos. And yet, when departments are disjointed, it’s obvious to customers, and it negatively affects their experience.
To connect your disparate departments together and increase productivity, there’s no better tool than the customer journey map. The map will allow you to easily identify and fill the gaps between touchpoints and departments. You’ll gain visibility into each team’s strengths and weaknesses, and how to improve both. To learn how to launch a customer journey map and use it to boost productivity, check out our customer journey guide.
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