MOI – Marketing & Operations Integration

Why Customer Relationship Care is Better than Customer Relationship Management

October 7, 2010

Implementing a CRC strategy requires that the marketing team work closely with the customer care team to identify bottlenecks, policies, and processes that reduce service quality. Everything a company does provides some sort of service for the customer whether it is a marketing campaign, answering questions, or delivering products. When team members start seeing their functions within the organization as serving their customers, it is a game changing event.

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Just 1 Thing: The Backorder Effect on Marketing

March 5, 2010

Your marketing is less effective because people have become disillusioned with your company. Every promise is judged by your failure to deliver. If you don’t have a relationship with the inventory management team, you won’t have a clue that there is a service issue.

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Riding a Merry-Go-Round Doesn’t Make You a Cowboy

January 15, 2010

The same is true of social media merry-go-round cowboys (or girls) who think that because they know how to open a twitter account they are qualified to sell their service. They are, if they are offering clerical skills. But, if they promise to deliver anything more, they are misleading their suckers prospect/clients.

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How to Cross Channels without a Bridge

January 11, 2010

Channel integration is a process. The first step is to identify your two strongest silo channels. They are the ones that need to be integrated first. (Remember the 80/20 rule?) Document the areas where lack of integration is a known problem. Create benchmarks before you start resolving issues.

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Why Buying Lunch for Your Marketing, Operations, & IT Team Leaders is the Best Money You’ll Ever Spend

July 9, 2009

Does information and ideas flow freely through your organization? Or, do your departments keep to themselves? If your marketing, operations, and IT departments aren’t working well together, it’s because your corporate culture places a higher value on departmental performance than teamwork.

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