This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support.
Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.
Forming this team is a unique process for each business, and making the right decisions on who to include is vital for working together efficiently. With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why.
Here are a few of the more common departments outside of support that can assist in resolving customer issues or can obtain immediate value from customer conversations:
Product Management – This team
