Comments on: CMO Council: CMOs Don’t Get Customer Service http://www.mcgrawmarketing.com/cmo-council-cmos-dont-get-customer-service/ Improving sales and marketing performance for small businesses Wed, 01 Feb 2012 08:30:52 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: patmcgraw http://www.mcgrawmarketing.com/cmo-council-cmos-dont-get-customer-service/#comment-1833 patmcgraw Thu, 26 May 2011 14:44:00 +0000 http://www.mcgrawmarketing.com/?p=5421#comment-1833 I would take it a step further and suggest that management is responsible for this - sales, marketing, service.... And I think your point about short and long-term goals is huge! Chasing revenue vs. profits and lifetime value creates an interesting business model. Thanks for taking the time to visit and offer your comments! Hope to see you around here again! I would take it a step further and suggest that management is responsible for this – sales, marketing, service…. And I think your point about short and long-term goals is huge! Chasing revenue vs. profits and lifetime value creates an interesting business model.

Thanks for taking the time to visit and offer your comments! Hope to see you around here again!

]]> By: Business Process Outsourcing http://www.mcgrawmarketing.com/cmo-council-cmos-dont-get-customer-service/#comment-1832 Business Process Outsourcing Thu, 26 May 2011 13:46:00 +0000 http://www.mcgrawmarketing.com/?p=5421#comment-1832 I wonder if sales management plays a role in this? It could be sales management is less than enthusiastic about marketing measuring customer service and focusing on retention at the perceived expense of new business or cross-selling opportunities. The never ending battle between marketing and sales and/or long term vs. short term goals probably plays a role here. It is all a matter of comp plans and how they are constructed. That's usually what drives most marketing and sales behavior. If it is growth based, then management will focus resources on growth and not retention. I wonder if sales management plays a role in this? It could be sales management is less than enthusiastic about marketing measuring customer service and focusing on retention at the perceived expense of new business or cross-selling opportunities. The never ending battle between marketing and sales and/or long term vs. short term goals probably plays a role here. It is all a matter of comp plans and how they are constructed. That’s usually what drives most marketing and sales behavior. If it is growth based, then management will focus resources on growth and not retention.

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