Why don't we talk anymore? / Silicon, 6 Mar 2007
http://digbig.com/4rsmy
Stewart Baines
"Analysis: How to improve inter-departmental communication. Sometimes it's hard enough to get small teams working together. How can you encourage communication across a company's business units? The CRM revolution made it clear that companies must continually strive to improve their communication and relationship with their customers. But without equal attention being paid to interdepartmental communication, it will ultimately be impossible for companies to present a united front to their customers. The problem lies in departments with conflicting motivations and targets, incompatible processes and individuals feeling that they can't change things. Throw in some business process outsourcing, a general unwillingness to carry the can and changing business practices - and you have a recipe for the unconnected enterprise."