Matrix Management

Do you need a matrix to be customer focused?

All commercial organizations aspire to be customer focused, but traditionally the customer focused people such as sales and customer service staff were located in the field, in remote offices or call centers – often far from the centre of power.

In a traditional siloed organization the customer can feel very remote and salespeople often find that it is easier to deal with external customers than to overcome their own internal organizational barriers to getting things done.

The voice of the customer is a great connector across the silos, done well it enables us to keep our focus on value creation and mobilizes everyone towards a common goal across functions, geography and other business entities.

We run a matrix simulation in our training that is based around delivering a red car to a customer. It’s common, and  hilarious, to see people focused on their internal functional goals trying to persuade the customer they want a green truck instead – because it’s easier to deliver.

To really mobilize for customers across our businesses we need, if not a matrix structure, then a strongly matrixed, horizontal and cross functional way of working.

Without embedding this in our practices we will always be bumping up against the old vertical silos when value creation for customers is inherently horizontal and cross-functional.

How do you mobilize across functions to serve customers?

Check out an integrated graphic on our matrix management learning path and training module contents.

Explore our training programs to see how we can help.

Virtual Teams Training Matrix Management Training Agile & Digital Training

Educate yourself further with a few more or our online insights:

25 years of experience learning with a range of world class clients

We work with a wide range of clients from global multinationals to recent start-ups. Our audiences span all levels, from CEOs to operational teams around the world.  Our tools and programs have been developed for diverse and demanding audiences.

View more of our clients
Two woman talking with a cup of coffee

Tailored training or off the shelf modules for your people development needs

We are deep content experts in remote & virtual teams, matrix management and agile & digital leadership. We are highly flexible in how we deliver our content and ideas. We can tailor content closely to your specific needs or deliver off the shelf bite sized modules based on our existing IP and 25 years of training experience.

For more about how we deliver our keynotes, workshops, live web seminars and online learning.

Discover our training solutions