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Making The Link Between Customer Service And Marketing

A recent study of customer experience reveals that marketing and customer service investment decisions remain siloed, at the expense of the customer experience.

PRLog - Dec. 18, 2012 - NEWARK, U.K. -- “There appears to be divergent views about the relationship between marketing and customer service,” said Mr Ian Kinsey, Managing Director of Coracall South Africa. “While many would argue the marketing function is well positioned to assist in orchestrating customer experience for the entire organisation, a significant disconnect between marketing and customer service investment is revealed in the study findings.”

He added, In our experience the marketing and customer service functions of an organisation need to be closely aligned. We work with global customers and key to the success of our partnerships is the ability to create a consistent customer experience irrespective of customer location. This requires complete coordination of activities across all touch points. Often this goes as far as embedding customer service training into the training regime of senior executives to ensure that culture of ‘customer first’ becomes ingrained into the very fabric of the customer organization.”

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"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

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