Are You Ready for the End of Organizational Silos?
Why does the journey from new customer acquisition to the renewal and expansion of the relationship involve five or more different departments? It certainly makes sense to have specialized teams to sell and service customers, but the way they are organized is a problem.
Are Your Ready for the End of Organizational Silos
Clearly delineated Sales and Service organizations play a role in selling, implementing, training and supporting customers. Separate organizational silos provide the means to specialize skills and attain tangible performance milestones. Specialization may yield some benefits, but overall can inhibit an organizations ability to retain and grow customer relationships.
ServiceXRG finds that a slight majority (54%) of technology companies maintain siloed service organizations (Support, Education, and Professional Services) with nearly all maintaining separate Sales and Service functions. Service silos have been giving way to consolidation of services under a single executive yet this reorganization does not necessarily improve the alignment of service resources to common goals or improve intra-service cooperation. Sales and Service cooperation remains largely informal with 62% of organizations reporting that Sales and Services function independently from one another.
This Report Includes:
The Current State of Post-Sales Organizations
- What Works – What Doesn’t
- What Needs to Change
Characteristics of Post-Sales Organizational Structures
- Organizational Characteristics Defined
- Service Organizational Structures
- Services vs. Sales
- Structural Observations and Trends
- Organizational Maturity
- Technical Resource Alignment
- Maturity Observations and Trends
How to Drive Organizational Transformation
- What Needs to Change and Why
- Catalysts for Change
- Organizational Transformation Types
- Inhibitors to Change
- Future State of Post-Sales Organizations
Featured: The Transformation of The Service Organization
ServiceXRG examines the current state of service organizations and the forces at work that are driving organizational transformation. This study reveals how the isolated service silos of the past need to evolve into unified entities to drive Customer Success.
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Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. The hand off from one department to the next creates gaps between expectations set and how they are met. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.read more
Sales and support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three organizational models to describe how sales and support can cooperate.read more
Coordination and cooperation across customer facing departments makes good business sense. So why aren’t more companies creating unified post-sales organizations? ServiceXRG examines the current state of Service and Sales cooperation and the forces at work that are driving organizational transformation. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.read more
Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. If you cannot achieve the necessary level of inter-department cooperation within your current post-sales organizational structure it’s time to tear down your silos.read more
The SaaS Report (TSR) announced its Top Women Leaders in SaaS of 2018. TSR received over 3,500 nominations on behalf of hundreds of women leaders. Leadership was assessed across several key areas including integrity, intelligence, drive, company culture, and company growth, and other areas.
Among those recognized is Jennifer MacIntosh, Vice President of Customer Experience at Coveo Software. Many of you may know Jen, for those that do not she is a technology services icon and thought leader. Congratulations to Jen and all who are recognized.read more
ServiceXRG has defined the following types service organizational structures. Which one best describes your current state?read more