The marketing department’s role in too many companies has been
limited to carrying out marketing communications. R&D invents the
product, and marketing writes the press releases and does the advertising.
Too many CEOs think marketing comes into play only after
the product has been made and must be sold. Marketing is run like a
one-night stand instead of a long affair.
groups, one doing strategy and the other doing tactics. Unless marketing
is set up to have an effect on corporate strategy, its promise
won’t be fulfilled. In fact, I would argue that marketing’s main role
in the company is to be the driver of corporate strategy and the enforcer
of the company’s promises to its customers.
For this to happen, companies must move from tactical to holistic
marketing.
• The company needs to enlarge its view of its customers’ needs
and lifestyles. The company should stop seeing the customer
only as a consumer of its current products and start visualizing
broader ways to serve its customers.
• The company needs to assess how all of its departments impact
on customer satisfaction. Customers are adversely affected
when their products arrive late or are damaged, when invoices
are inaccurate, when customer service is poor, or when other
foul-ups occur.
• The company needs to take a larger view of the company’s industry,
its players and its evolution. Today many industries are
converging (e.g., telecommunications, entertainment, cable,
the media, and software), presenting new opportunities and
new threats to each industry player.
• The company needs to assess the impact of its actions on all
the company’s stakeholders—customers, employees, distributors,
dealers, and suppliers—not only its shareholders. Any
alienated stakeholder group can cause disruption to the company’s
plans and progress.
So what should be the major roles of marketers with respect to
customers? At least the following:
• Detecting and evaluating new opportunities.
• Mapping customer perceptions, preferences, and requirements.
• Communicating customer wants and expectations to product
designers.
• Making sure that customer orders are filled correctly and delivered
on time.
• Checking that customers have received proper instructions,
training, and technical assistance in the use of the
product.
• Staying in touch with customers after the sale to ensure that
they are satisfied.
• Gathering customer ideas for product and service improvements
and conveying them to the appropriate departments.