{"id":798,"date":"2026-10-08T06:34:52","date_gmt":"2026-10-08T04:34:52","guid":{"rendered":"https:\/\/www.mariaelenaluccerini.com\/?page_id=798"},"modified":"2026-11-13T10:02:06","modified_gmt":"2026-11-13T09:02:06","slug":"consorzio-agrario-customer-journey-interdependencies","status":"publish","type":"page","link":"https:\/\/www.mariaelenaluccerini.com\/en\/case-studies\/consorzio-agrario-customer-journey-interdependencies\/","title":{"rendered":"Consorzio Agrario di Parma \u2013 From a siloed view to a shared approach to the customer journey"},"content":{"rendered":"\n
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\u2190  Case studies and insights<\/a><\/p>\n\n\n\n

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CASE STUDY   \u00b7   #CUSTOMER MANAGEMENT   #RESPONSIBILITY<\/p>\n\n\n\n

From a siloed view to a shared approach to the customer journey<\/h1>\n<\/div>\n\n\n\n
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\"\"\"\"<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
\"Participants<\/figure>\n\n\n\n
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CLIENT<\/p>\n\n\n\n

Consorzio Agrario di Parma<\/strong><\/p>\n<\/div>\n\n\n\n

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SECTOR<\/p>\n\n\n\n

Agricultural products and services<\/strong><\/p>\n<\/div>\n\n\n\n

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PARTICIPANTS<\/p>\n\n\n\n

Cross-functional team of sales, technical, administration and marketing staff<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Objective<\/h2>\n<\/div>\n\n\n\n
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Move beyond a fragmented, function-by-function view<\/strong> and make interdependencies across the customer journey visible. Understand where information, responsibility and value were being lost, and build more effective ways for different parts of the organisation to collaborate<\/strong>.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Key activities<\/h2>\n\n\n\n
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01<\/p>\n\n\n\n

Mapping the customer\u2019s actual journey across different services, functions and departments<\/p>\n<\/div>\n\n\n\n

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02<\/p>\n\n\n\n

Analysing breakdowns, friction, ambiguity and information lost at different hand-offs<\/p>\n<\/div>\n\n\n\n

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03<\/p>\n\n\n\n

Exploring interdependencies and how each function affects the overall customer experience<\/p>\n<\/div>\n\n\n\n

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04<\/p>\n\n\n\n

Turning the issues identified into priorities, practical solutions and shared actions<\/p>\n<\/div>\n\n\n\n

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05<\/p>\n\n\n\n

Experiential training sessions on collaborative problem-solving and feedback<\/strong>, to practise the capabilities needed to sustain change in everyday work<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Outcomes<\/h3>\n\n\n\n

<\/span>A shared customer journey<\/strong> representing how the customer\u2019s experience actually unfolds across functions<\/p>\n\n\n\n

<\/span>Breakdowns and interdependencies made visible<\/strong>, including ambiguity, information loss and reliance on individual people<\/p>\n\n\n\n

<\/span>Hand-offs and responsibilities clarified<\/strong> where the flow was most fragile<\/p>\n\n\n\n

<\/span>Shared practical solutions<\/strong> to improve collaboration and continuity across the customer journey<\/p>\n\n\n\n

<\/span>An action plan<\/strong> with priorities and practical steps to address the issues identified<\/p>\n<\/div>\n\n\n\n

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New capabilities<\/h3>\n\n\n\n

<\/span>Seeing the customer journey as a whole<\/strong>, beyond the boundaries of one\u2019s own function<\/p>\n\n\n\n

<\/span>Recognising interdependencies<\/strong> and understanding how one\u2019s own work affects others and the customer\u2019s final experience<\/p>\n\n\n\n

<\/span>Addressing problems collaboratively<\/strong> by bringing information, perspectives and skills together<\/p>\n\n\n\n

<\/span>Giving and receiving feedback<\/strong> to improve collaboration between people and functions<\/p>\n\n\n\n

<\/span>Recognising and questioning habitual responses and silo dynamics<\/strong> that weaken the system<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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No one can see the system alone. No hand-off works in isolation.<\/h2>\n<\/div>\n\n\n\n
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From the workshop<\/h2>\n\n\n\n
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\"The<\/figure>\n\n\n\n
\"A<\/figure>\n\n\n\n
\"A<\/figure>\n\n\n\n
\"Participants<\/figure>\n\n\n\n
\"Two<\/figure>\n<\/figure>\n<\/div>\n\n\n\n
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More case studies<\/h2>\n\n\n\n
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#ONBOARDING  #BELONGING<\/p>\n\n\n\n

From information-led onboarding to a 90-day journey that builds culture and belonging<\/a><\/h3>\n\n\n\n

Read the case study  \u2192<\/span><\/span><\/p>\n<\/div>\n\n\n\n

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#PROCESS  #EFFICIENCY<\/p>\n\n\n\n

From a fragmented process that creates inefficiency to shared, self-directed management<\/a><\/h3>\n\n\n\n

Read the case study  \u2192<\/span><\/span><\/p>\n<\/div>\n\n\n\n

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\"\"\"\"<\/div><\/div>\n<\/div>\n\n\n\n

#MERGER  #IDENTITY<\/p>\n\n\n\n

From four businesses and countless questions to one organisational identity and a clear position<\/a><\/h3>\n\n\n\n

Read the case study  \u2192<\/span><\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Is your organisation<\/span> facing a similar challenge?<\/h2>\n\n\n\n
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If a case study or article has helped you recognise a dynamic in your organisation, we can start there, explore it and work out how to address it together.<\/p>\n<\/div>\n\n\n\n

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Let\u2019s talk \u2192<\/span><\/a><\/div>\n\n\n\n
View the other case studies \u2192<\/span><\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\u2190  Case studies and insights CASE STUDY   \u00b7   #CUSTOMER MANAGEMENT   #RESPONSIBILITY From a siloed view to a shared approach to the customer journey CLIENT Consorzio Agrario di Parma SECTOR Agricultural products and services PARTICIPANTS Cross-functional team of sales, technical, administration and marketing staff Objective Move beyond a fragmented, function-by-function view and make interdependencies across the […]<\/p>\n","protected":false},"author":1,"featured_media":283,"parent":740,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"mel_topics":"Training, Processes","mel_format":"","mel_subtitle":"","mel_link":"","mel_link_label":"","mel_date":"","mel_category":"","mel_type":"","mel_mode":"","mel_location":"","footnotes":""},"mel_topic":[25,21],"class_list":["post-798","page","type-page","status-publish","has-post-thumbnail","hentry","mel_topic-processes","mel_topic-training"],"acf":[],"yoast_head":"\nConsorzio 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