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How Marketing and Customer Service Approach Customer Engagement [Infographic]

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Marketing may be in charge of social media for a company, but customer service teams are the kings of customer engagement, according to the following Sentiment infographic.

So, how do marketing teams and customer service teams approach customer engagement?

Here's a look at the different goals, tools, and skills that marketing and customer service teams employ to support customers.

The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.

Marketing also uses social media monitoring and engagement dashboards, but it usually also focuses on content curation, content creation, and analytics.


To find out more about how Marketing and Customer Service contribute to the customer experience, check out the infographic:


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Veronica Jarski is the Opinions editor and a senior writer at MarketingProfs. She can be reached at veronicaj@marketingprofs.com.

Twitter: @Veronica_Jarski

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  • by GoPromotional Fri Dec 12, 2014 via web

    Great post! Amazing! - Attracting new customers remains an important marketing management task. However, today’s companies must also focus on retaining current customers and building profitable, long-term relationships with them. The key to customer retention is superior customer value and satisfaction. With this in mind, many companies are going to extremes to keep their customers satisfied.

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