Embedded Files
A cross-functional road to success
A cross-functional road to success
We've established how Gore Connect links customer experiences to business value. Now is the time to embrace a unified approach to the way we work. This approach is applicable to every Pillar of Value initiative, and its 4 steps are as follows:
Our Unified Approach
Our Unified Approach
4 steps to synergise each cross-functional teams'
Vision
Process
Output
Define - The first step is to define our business vision, then articulate the ideal experience when customers interact with Gore Connect. A content and data audit should be carried out to identify the gaps for enhancement. A use case would then be formulated for the next step.
Functions Involved: Digital Experience Team, Brand & Marcomms Team, Sales Team, Strategic Marketing Team, Relationship Management Team
Plan - With the use case, we would need to set our content and data priorities to inform our content and data strategy for Gore Connect. The strategy must be developed into an executable roadmap to achieve both short- and long-term goals.
Functions Involved: Digital Experience Team, Brand & Marcomms Team, Sales Team, Strategic Marketing Team
Execute - Next, we need to onboard cross-functional team members and assign roles and responsibilities. Once assigned, create a project plan to identify the tasks to do, such as new features or content creation, then identify the performance measurement framework for the task to ensure a smooth and effective delivery.
Functions Involved: Digital Experience Team, Brand & Marcomms Team
Optimise - To achieve excellent digital customer experience on Gore Connect, we must continuously improve the content structure, call-to-actions or value proposition. Frequent reviews of our metrics enable precise customer intelligence on what works for our customers. This turns inform us on what to refine next, to achieve our goals and priorities.
Functions Involved: Digital Experience Team, Brand & Marcomms Team, Sales Team, Strategic Marketing Team, Relationship Management Team
The following chapter(s) of this playbook will adopt this unified approach in detail, to help us effectively leverage Gore Connect's capabilities.
Report abuse