I studied Marketing at TUKS and I always envisioned myself as a brand manager for some huge brand. When I got a taste of brand management in my previous role I realised that the customer service and the marketing departments are often two separate entities going off and doing their own thing.
For example, a company can spend millions on marketing but if a customer has a bad experience with the call centre or store during the purchasing process, they will never become a customer.
I am doing a study on this and would love to hear your thoughts. Please drop me an email (neilianwithers(at)gmail(dot)co(dot)za if you would like to share your two cents