Ever so often, customer facing teams become so obsessed with internal processes that they forget that processes are meant to be enablers of customer success. Achievement of process goals become the be-all and end-all. Instead of striving for the customer, these customer facing teams become slaves of internal serving (mostly) processes.

How does an organization escape from this kind of internal serving behaviors?

An organization vision that makes clear the overall objective of the business needs to provide an overarching direction to keep all teams gunning for the customer – not only customer facing teams, but also other teams that serve internal customers.

Another factor that promotes appropriate behavior is an active recognition framework. When designed & implemented appropriately, this would essentially keep the teams focused on whats important for the business.