2021 Executive Forum Findings

Connectivity and Talent

Connectivity across the customer touching functions of marketing, sales and service to create a revenue ecosystem that better serves the 24/7 customer. At the 2021 Executive Forum, we heard about four ways to build the desired connectivity.

  1. Appointing a single leader, a top customer-touching functions in charge of revenue growth.
  2. Single revenue operations team charged with serving multiple customer touching functions to ensure programs are harmonized across organization boundaries.
  3. Metrics and compensation as a powerful means to drive consistent, team-oriented behavior.
  4. Shared digital platforms and tools so that customer touching functions all see the same customer information.

And what it’s going to take to attract and keep the talent needed to grow revenue in a world where the customer dictates the terms. Employees want to be heard. They want an opportunity to express their ideas about what works and what does not. And they want to be able to do this easily and not feel threatened in the process.

Today’s workers want to be part of an organization that is connected to something bigger than commerce. For a business to thrive, it must also attract the kind of talent that can win the hearts of the 24/7 customer. Such talent wants to be a part of a company that cares deeply about the customer and the community.

Join us at one of our upcoming Alexander Group Leadership Events

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