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Cross-Functional Customer Care Teams and the Service Revolution

Cross-functional teams can focus on products/product lines, processes, projects, or customers/customer groupings. An increasing number of Strategic Futures® clients are interested in cross-functional teams and matrix management approaches to providing quality customer service. We have offered training and consultation in customer service and in cross-functional teams/matrix management for a number of years, but the need for merging content into a fresh mix that helps cross-functional Customer Care Teams function more effectively is apparent. This article is an installment towards that end. We only ask that you read our previous article, "Matrix Management: Method, Not Magic" so that you will be comfortable with our concepts and terminology as you read the article below.