Use of customer service as a marketing tool

It always amazes me when companies spend time, effort and resources seeking customers and then seemingly forget about them the moment the first deal is signed.

The real responsibility of a marketer extends from conceiving and developing products / services right through to whatever happens after these are delivered AND the ongoing relationship with the same customers.

All of the above is standard and uncontroversial I would expect … So why do so many companies behave as customer service isn’t part of it?

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