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👋 Curious for your thoughts: if you were a leader looking at centralizing all customer marketing into one function instead of having it spread across different teams, what examples or use cases would you share to highlight the benefits? 💡
I am especially interested in how you would frame the value of a customer marketing center of excellence — things like stronger alignment across the journey, clearer ownership, better scalability, and more impact on retention and advocacy.
My initial reaction is why do we center any marketing function to one group/team? I would use those examples in addition to any specifics identified
I'm currently having this conversation and leaning into many of the things you've highlighted. Disjointed internal teams -> disjointed customer experience -> reduced impact. By unifying, we can have a bigger impact and be more efficient
This post I wrote a few months ago might help you:
And this one:
@Kevin Lau This is super helpful 🙏 Would it be possible to grab the team charter as a template? Totally fine if not!
@Lauren Stefano would love to hear where those conversations land. Agree on the value of a centralized approach but understand it might not work for all orgs.
Yes you can take it from my post