One of my fellow Allbusiness.com bloggers, Smart Marketing´s Kevin Stirtz, writes about the relationship between marketing and customer service. Whether you are the sole employee of your own firm or you have hundreds who work for you it would be helpful to have just a basic understanding of systems thinking. Before you click to another blog, give me four paragraphs to explain the benefits to you. Your business is a system. A system is an entity that maintains its existence through the mutual interaction of its parts. (Wait, don´t click out yet.) Your business is most likely segmented into different components such as sales, service, human resources, marketing, accounting, etc. Even when you´re the sole employee, sometime you´re doing sales, sometimes accounting, etc. (Of course the larger the company, the more people they´ll assign to each of these components or departments.)
Note the definition of systems above. Individual components interact with other components. If your marketing is out of whack, your sales may suffer. If your HR people hire the wrong employees, you´ll waste time, money and lose sales because HR wasn´t operating up to or above par. If your sales are great, but you´re sub par in accounting, you could get in trouble with the taxman. All components of your system must be operating in balance for your "system" or business to be healthy.
Marketing IS related to customer service as Kevin states. The level of customer service you offer is influenced by the actions and interactions (or lack thereof) of other components/departments in your system/business.
Don´t just look at the individual performance of each; look also at how well they interact with each other.
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