The culture at Mediahuis relies heavily on working in multi-functional teams as that’s the way the company believes things should work, Hanne Hendrikx, customer retention manager said at INMA’s Media Subscriptions Week.

“Multi-functional teams who can make quick decisions, who have trust from others in the company,” she said. “We aren’t as far yet as the big boys. It’s not an official structure in our company, but on projects we work like that.”

Testing particularly is done in multi-functional teams.

“I think that in the next couple of years, we will evolve more into that way,” Hendrikx said. “You can’t do anything anymore without involving the other teams, so if we want to do something purely from the retention team, it’s not possible anymore. We need technology, we need data, we need customer service. It’s the only way to do it.”

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