What if … your executive coach transformed your business structure into one which really harnesses the team’s talents? Part 2

In my previous post I challenged you to think about the structure of your business – and asked you if your people are focusing on the right things.

As a specialist in leadership coaching, I also questioned whether your departments are operating a ‘turf war’ in which you end up as referee – a role which can be exhausting and non-productive.

My solution is to organise your business around the customer’s journey.

Based on a hat trick of specialisms – Customer Acquisition, Order Fulfilment and Business Development – the new structure takes into account your three types of customer – the new, the developing and the established.

Each specialism has specific requirements and each focuses on a specific phase of the customer’s journey.

The Customer Acquisition team is responsible for all the processes and procedures from lead generation to securing the first order. The measured outcome is the number of new accounts successfully opened and initial orders placed.

The Order Fulfilment team is focused on the processes of consistently exceeding customer expectation. It delivers the Seven Rights of Order Fulfilment – the right product or service to the right customer, at the right time, in the right place, in the right condition and right quality and at the right cost. The measured outcomes are growth in repeat business sales and customer retention.

The Business Development team is involved with the growth in capacity, capabilities, resources and performance of the company – ensuring the organisation is ahead of the needs of all three types of customers. This team is focused on having the right people, technology, equipment and funding available to support growth. The deliverables are ROI – return on investment, sales and profit per person, new product and service percentage of sales.

If you are back from that much needed break and looking to the future with renewed determination, improving the performance and effectiveness of your organisation structure could be one of your best decisions this year.

If you would like to learn more about implementing this new structure in your business you can email me at Richard.bosworth@whatifspecialist.com, follow @richardwhatif on Twitter or find me under Richard Bosworth on LinkedIn.