Resonant People Consulting: Customer-facing Team Build

Customer-facing Team Build

Your customer-facing team are the magicians who create a seamless, enjoyable, and successful customer journey that allows your business to grow. In order to excel at what they do, even the superstars need clear organisational structures, governance, processes, and performance frameworks. We, in turn, excel at helping tech organisations to structure, hire, upskill, motivate, and support their customer-facing organisations to work in perfect unison at every step of their customers’ journey.

How it works

Our discovery starts with developing an in-depth understanding of your business model, how your customer-facing team has evolved to date, and what critical functions they need to perform to enable you to scale.

We then work with you to build an organisational and governance structure clearly defining the role of each customer-facing function in your customer journey, their responsibilities and key performance metrics.

Once we have a framework in place, we can continue working with your Talent Acquisition team or external partners to select the best candidates for the roles, build a comprehensive onboarding programme for new joiners, and act as stewards and mentors before fully handing over the Customer-facing function to your new team.

Key outcomes

A tailored design of the Customer facing function, aligned with your customer profile, business model and strategy
A well-defined and transparent governance structure, with role definitions and key objectives
Ongoing support in hiring, developing key competencies, and empowering your new team post-launch

Value Drivers

Drive customer acquisition and retention through streamlined and transparent processes
Minimise duplication of efforts, team rivalry and admin efforts managing internal territory disputes
Improve your customer experience with a focussed team effort