Apr 13, 2022
In General Discussion
Almost a year ago, our Customer Success team ran into a problem that all growing teams face: knowledge sharing. We had a large group of talented people - some knew features and workarounds better than anyone, some were technical concept experts, some excelled at project and relationship management, and some had in-depth knowledge of particular sectors. The Latest Mailing Database only problem? We were operating in silos. Our de facto ways of working prevented us from learning from each other, especially when it came to socializing best practices for talking to our customers. For fast-moving teams like ours, the value of knowledge sharing cannot be underestimated. Breakdowns in knowledge sharing are costly – a study by Panoptic and YouGov found that these inefficiencies can cost large companies more than $2.7 million a year in lost productivity. Not only does knowledge Latest Mailing Database sharing save time and resources, it also prevents information from disappearing when employees leave. Cost of ineffective knowledge sharing When “accompanying” calls is not enough More often than not, knowledge sharing in customer-facing roles means doing “coaches” where teammates follow each other on calls or meetings. There's nothing wrong with carpools in theory. After all, aren't we taught to show rather than tell? That's exactly what we tried to do in the beginning, taking what seemed like a logical approach. We invited each other to our client meetings whenever the other person had free time and encouraged each other to ask, "How was that call?" As with any high performing team, free time is more myth than reality and we weren’t transferring a lot of value by going for rides” But it turns out that, like any high performing team, free time is more myth than reality and we weren't transferring a lot of value that way. Sometimes we ended up being double booked and unable to join a meeting to Latest Mailing Database listen. Other times customers were distracted when a new person joined the call or we unknowingly skipped useful details when summarizing what was discussed. We needed a better solution that could accommodate our growing team and busy schedules while still allowing us time to learn from each other.