Question
Topic: Strategy
Customer Service: Where Should It Report?
Related Discussions
- The Three Cs Of Successful Positioning
- Marketing Profs Viable For Brand Promotion?
- Go To Market For Two Divisions
- When To Give Up On B2c Efforts
- Assessing A New Market
- Innovative Marketing Campaign Ideas
- Innovative Marketing Campaign Ideas
- How To Classify A Competitor/manfacturer
- Real Estate Company Unique Value Proposition.
- Nps Strategy & Change Management
- Search more Know-How Exchange Q&A
Community Info
Top 25 Experts
(Strategy)
- Jay Hamilton-Roth82,499 points
- mgoodman77,301 points
- Chris Blackman45,171 points
- Peter (henna gaijin)32,342 points
- Gary Bloomer31,540 points
- telemoxie31,185 points
- Frank Hurtte27,231 points
- wnelson19,605 points
- SteveByrneMarketing14,082 points
- steven.alker14,021 points
- Blaine Wilkerson10,495 points
- Deremiah *CPE8,993 points
- SRyan ;]8,117 points
- darcy.moen7,754 points
- Pepper Blue7,080 points
- koen.h.pauwels6,085 points
- cookmarketing@gmail.5,512 points
- saul.dobney5,390 points
- Mushfique Manzoor5,128 points
- ReadCopy4,812 points
In the past, this group has reported into Logistics or Sales. It keeps going back and forth. Should it be in Sales, or a part of the newly formed "Supply Chain" group, or as part of Marketing? The perception is that within Sales, there will be more "customer-focus". But there is very little focus on business process, metrics and process improvements. Within Logistics, the fear has always been one of being too internally focused.
Clearly, a Cust Svce group needs to be responsive to the customer, but must work within the framework of the business process to ensure all downstream groups can accomplish their part of the process to provide a "perfect order".
Which structure and reporting relationship is more likely to succeed? What are the pros/cons of both structures?
Thanks
Pb