The Department of the Customer

Effective web teams cannot live within a single traditional department such as marketing or IT, writes Andrew Eklund of Ciceron Marketing in Minneapolis. “In my mind, a new Department of the Customer needs to be established where marketing, product development, and IT work side by side to achieve new levels of customer satisfaction and market intelligence.”
He argues that the engine of this new department is a metrics and analytics platform that prevents internal departmental fiefdoms and puts attention squarely on what the customer is actually doing, what she wants, when she wants attention, and why she’s buying or not buying your products and services.”

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: