Post by account_disabled on Nov 25, 2023 6:31:44 GMT
Let's think about the two people in the previous section, who work in the same department. Let's assume that they are part of the service delivery team and that they are positioned in the process so that one of them constantly passes the baton of the service to the other. At the time of the handover, an employee - let's call him Juan - sends an email to the customer and copies another employee - let's call her Maria - in the email thread. Transfer made. The process has been followed. But wait. For years, Juan has periodically received responses to that email from clients who do not include María in the thread. It's the difference between clicking Reply and Reply All on an email, which is not very uncommon. Juan is a hard worker and prides himself on quickly responding to customer questions, so he often handles these emails himself.
He sometimes copies Maria if he believes the content may be relevant to photo retouching his workflow. Maria, however, assumes that Juan has been copying her in all the client emails she receives in which she has been removed from the thread. She appreciates that Juan understands the need to do so, because these emails often contain questions that Juan does not have the knowledge to answer accurately. She finds it a little strange that he tries to provide responses when she includes him in these email threads again, but her responses are almost always harmless, and Maria simply fills in the correct information and continues to move the client along.
Process. Go-to-Market Strategy In recent months, Maria has had a handful of clients with whom she seems to have dropped the ball somewhere. The client says critical information was passed on to a company representative and expresses concern that this information has not already been integrated into the active project. In some cases, the loss of information has been quite severe and has delayed delivery times by weeks or even months.
He sometimes copies Maria if he believes the content may be relevant to photo retouching his workflow. Maria, however, assumes that Juan has been copying her in all the client emails she receives in which she has been removed from the thread. She appreciates that Juan understands the need to do so, because these emails often contain questions that Juan does not have the knowledge to answer accurately. She finds it a little strange that he tries to provide responses when she includes him in these email threads again, but her responses are almost always harmless, and Maria simply fills in the correct information and continues to move the client along.
Process. Go-to-Market Strategy In recent months, Maria has had a handful of clients with whom she seems to have dropped the ball somewhere. The client says critical information was passed on to a company representative and expresses concern that this information has not already been integrated into the active project. In some cases, the loss of information has been quite severe and has delayed delivery times by weeks or even months.