Organizations often claim to prioritize customers, but rigid boundaries among marketing, sales, and customer success create hurdles that hinder customer satisfaction and revenue.
Clear ownership is essential for ensuring efficiency, but hard lines between departmental functions lead to artificial barriers for customers, diminishing lifetime value and renewal.
In many SaaS and B2B organizations, practical reasons create silos: budgets are held in discrete areas and data collected in separate systems that lack integration.
The overlapping roles among marketing, sales, customer success, product management, and UX/UI often lead to inefficiencies, fragmented data, and tension in reporting.
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