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If you read chapter one, you know that engaging with your customers can lead to big benefits for your IT team and your organization as a whole. Why? Because when you're not engaging with customers, you're doing a lot of work blindly, or potentially becoming the dreaded bled-dry ticket respondents due to lack of prioritization.  

Now in chapter two, we've got another important outcome regular customer engagement can provide. 

Outcome 2: More Collaboration and Better Communication 

Few things have better results when worked on in a vacuum. Don't let yourself or your team be those people always secluded behind a door. Keep an open line of communication between you and your customers and work together toward desired results. Here are three reasons why you should: 

  1. More collaboration will help close the perception gap. When your IT team secludes itself, it can seem like your customers are constantly complaining, and to them, it can seem like you're – well, they probably don't know what you're doing at all. When you have a better pulse on your customers' needsyou can collect valuable data. That data can then be used to help your customers see what you're working on and better understand your role within your organization.  

  2. You'll create an advantageous circle of communication. Working in a bubble is not only unproductive for your IT team, it's not doing much to help any group at your organization. When you're collaborating, you're better understanding frustrations, goals and stakes for those you work with. Bring all these people together who typically don't communicate, including leadership, and help them work together more transparently to benefit the whole. 

  3. You can introduce mutually beneficial feedback loops with individuals and teams you don't normally interact with. Without a means of measurable trial and error, you and your team will have a hard time improving your operations. Don't be afraid of feedback. It's necessary. A feedback loop typically goes like this: you do something, you measure the feedback on it, you tweak it according to that feedback as appropriate. Around it goes in a circle of analysis and improvement. More meaningful work for you. Better results for your customers.  


Missed the first blog in our series? Check it out to learn how customer engagement can lead to more effective project prioritization.  


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