Just read Esteban (again) well crafted post and think about for a while.
Stop me if you heard this: Service is the new Marketing, Marketing is the new Sales, Sales is — well Sales.
I have been hearing this for quite some time now. Business has changed, you cannot do things like you used to anymore; the traditional model for doing business has changed; organizations are not what they used to be, and customers’ behaviors changed so dramatically that you cannot expose them to the same old business functions anymore.
And please share your thoughts over there. Esteban really gives great feedback! Oh yes, and I do not believe that customer service is the new marketing. It can sometimes be a differentiator (and even that deteriorates after some time)
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