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7 Essential Reasons Marketing and Customer Service Need to Communicate

The Role And Importance Of A Marketing Department

The importance of marketing and support departments joint work

Additionally, the marketing team will help your sales team by creating promotional materials to assist in the sales process. Besides creating your overall messaging, your marketing team needs to manage ongoing and temporary campaigns. Your marketing team is responsible for not just the creative assets of your brand, but also your messaging. There’s no one-size-fits-all approach for selecting an ideal marketing structure for your department. Establish what works for you based on your company’s current situation and marketing function.

The importance of marketing and support departments joint work

But it’s not just sales and marketing — poor collaboration can affect the output of your entire organization. A combination of knowledge creation, smooth onboarding, and high levels of cross-departmental collaboration is the calling card for 98.6% of high-performing organizations. These can then become blogs, knowledge base articles, newsletters, and email campaigns that both nurture new leads and empower existing customers into self-service.

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Thus, the efforts of the sales team can be focused on the potential customers previously acquired by the marketing team. However, the true effectiveness of this department is not based on the number of salespeople, but on their ability to take advantage of the opportunities generated by the marketing department. For most customers, the experience they get when they come into contact with a company is more important than the products or services it offers. That’s according to State of the Connected Customer de Salesforce, the 2019 report published by Selesforce. For this reason, companies must offer unified and more coordinated experiences, regardless of the departments involved.

Marketing operations is essentially an umbrella term that describes the people, processes, and technology that help run a business’s marketing strategy. It drives customer understanding, brand building, sales and revenue generation, market expansion, and competitive advantage. The expertise, specialization, resource optimization, adaptability, and integration offered by a marketing department contribute to the overall success and sustainable growth of businesses. The case studies of Apple, Coca-Cola, and Airbnb exemplify the transformative impact a well-executed marketing department can have on business performance and market leadership.

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Project management software is designed to keep everyone on task and up to date. Team members need to know that they can depend on each other every day without fail, knowing that while they’re doing their best their teammates are putting in the work as well. There are many aspects of trust – trust of integrity, trust of ethics and trust of competency.

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Likewise, happy customers can be valuable advocates for a company, helping to spread positive word-of-mouth about the business. Good marketing can create demand for a company’s products or services, while good customer service can keep customers coming back. In doing so, these potential customers are the ones who will come to search for your products or services on their own, more and more towards a positive buying decision. In this way, your most effective marketers will be your own content along with your sales team who will use it as a resource. If the sales department is part of the content marketing process, then they’ll care whether the efforts fail or succeed and offer a fresh perspective.

Good things tend to happen any time a company can encourage collaboration between departments, enabling employees of different backgrounds to share expertise and unite around a common goal. Sometimes, such cooperation is inevitable; other times, it requires a little initiative — and imagination. For example, if you’re facing communication barriers and territorialism between departments, you should work to create opportunities for employees to socialize with each other outside of standard office hours. Cross-department collaboration and relationship building, in general, is more successful when it happens organically. Providing opportunities for socialization allows your employees to find whom they connect with naturally and form genuine connections that can help improve their work when they get back in the office. Departmental or organizational silos are teams, departments, or groups of people that are segmented or isolated from other parts of the business.

The importance of marketing and support departments joint work

Something as simple as keeping an informal channel in your team communication tool, or regular video chats can make a difference. Celebrating wins and acknowledging each other’s roles in the success of a milestone or project helps cultivate trust and respect among team members from different departments. As project managers, we can shape a collaborative culture by building relationships with project managers in other departments by setting the tone and lead by example. Yes, I know you just groaned because your schedule is full of meetings, but these don’t have to be half-day marathons. Meeting for 20 minutes at the beginning or end of the week to review what has happened in the past seven days and what to expect moving forward can go a long way. Marketing can list out the tactics and content getting released that week and review KPIs from content the previous week.


Starting from advertising products or service to selling it and providing necessary follow-up; customers get a consistent experience. Every step of business that a customer has to go through seems like being part of a singular scheme instead of being treated differently and on a separate note by every department. This aids in developing trust on a personal level with new and existing clients. Customer service employees are in the trenches every day; answering questions, putting out fires, and doing whatever it takes to satisfy the customer.

The importance of marketing and support departments joint work

By “education” we mean helping potential customers understand why they need your product or service. Healthy relationships between department heads can have a significant influence on how well team members collaborate and it’s important to create a culture of collaboration within the leadership team. As project managers, we can foster such collaboration between departments by scheduling formal team check-ins, interdepartmental reviews as well as encouraging informal “touch base” among team members. To improve cross-functional communications, develop a common language that would be shared during new members’ onboarding process. It can be difficult for team members to feel committed and motivated to collaborate with other departments if they don’t have the visibility or the understanding of how they impact the big picture.

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This means creating a marketing plan where you review your company’s mission, identify your buyer persona’s, determine content initiatives, define your KPIs, conduct a competitive analysis, and decide on a budget. When I first started working in marketing, I didn’t know anything about business structure. Personal data provided voluntarily through this website form will be processed by FIUS TRADE, S.L You can exercise your rights of access, rectification or deletion of your data, by contacting

For example, it might be accounting that ultimately signs off on a new purchase, but you need input from your other teams on why it’s necessary. For example, you could hold meetings with accounting, sales, and marketing about the accounts receivable and accounts payable processes. It can lead to a lot of duplicate work, as well as dissatisfied customers who have to stomach delays and inconsistent customer experiences. ONPASSIVE is an AI Tech company that builds fully autonomous products using the latest technologies for our global customer base. ONPASSIVE brings in a competitive advantage, innovation, and fresh perspectives to business and technology challenges. It creates customer relationships by providing them with information, support, and assistance.

Whether handling outgoing or incoming invoices, you need to involve the right people in the decision-making process. This will make the entire process move more smoothly, from planning, to feedback, to launch. The tool also keeps a full recorded timeline of the conversation so that anyone involved in the project can instantly see the status of that task. Now that you’ve defined the Who and the What, it’s time to nail down the How and the When. The good thing is that all of these problems have solutions that can help you overcome these obstacles and achieve true collaboration within your organization.

The importance of marketing and support departments joint work

Having a mutual understanding between departments can make collaboration smoother and more effective. Another way to anchor your team’s work within a larger context is to build in feedback loops so employees can experience the impact of their contributions. Recognizing the importance of department interplay and the value such internal communications can have on building consumer relationships is the first step in creating an internal marketing powerhouse.

  • You don’t want to waste time and money while your team tries to figure out how to do something.
  • On the other hand, if you ensure the shared work creates a tangible benefit for them, you’ll get real collaboration.
  • You need to consider at least three key factors to create a joint strategy between marketing and sales.
  • If you want a stable of loyal customers, high customer lifetime values, and to meet aggressive growth goals, you need to eliminate silos.
  • By combining all of your shared metrics into a single view, marketing and customer service teams will be able to easily spot trends, draw correlations, monitor goals, and make adjustments in real-time.

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The importance of marketing and support departments joint work

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