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The customer service and marketing departments of a company are usually considered very different due to their distinctive tasks. However, many businesses are beginning to realize the importance of making the two departments work in collaboration with each other.

Mentioned ahead are a few more ways through which the marketing department can benefit from the customer service department:

  • KD

    Kristen DeCosta

    12 months ago #

    I LOVE LOVE this post. Bridging internal teams is a topic that needs to be talked about more!

    From my experience, one of the biggest benefits of collaboration between CS and marketing has to do with customer retention. Retention is arguably one of the most important growth metrics. Often times, companies get overwhelmed with creating retention strategies, and one of the first things I will suggest is bridging marketing, sales, and customer support.

    CS teams have their finger on the pulse when it comes to customer feelings. They have real, genuine conversations with customers and have the ability to spot customer frustrations, confusion, and excitement. These things are invaluable for your marketing team. When they understand what customers are struggling with, they can work to create resources, outreach, and content that speaks to those issues.

    As teams address all of the concerns not only leads are facing, but customers, retention goes up which has a positive ripple effect on the rest of your business.

    Thanks for sharing this awesome article, loved it!

    • MK

      Matt Kukucka

      12 months ago #

      Hi Kristen,

      we are super happy about you liking the article.

      We actually feel the same. It's extremely hard to quantify collaborations and customer support in general as KPI, however as you correctly mention the retention is most important growth metric in long-run.

      Thanks!

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