When marketing runs campaigns without telling operations or customer service, customers hear about offers that CSRs don't know about. Meanwhile, CSRs hear the same objections over and over but never tell marketing, so the funnel stays broken. You need someone listening to leads and tying marketing back to actual revenue.
Here's what happens when your marketing and your operations do not talk. You have an agency or marketing company doing random things out in the ecosystem and it never gets correlated into operations. Your CSRs don't know what's going on. So you're doing emails, you're sending them out to your customers and then they call in and say, hey, I just heard about this promo that you got going on. And your customer service representative says, what promo? I didn't know anything about this. They're not talking. This is why you have a disconnect. Another thing is all of your CSRs are getting the same objection over and over and over again, but they never make anyone aware of it. And your marketing keeps putting putting people into the same funnel. This is why you need someone who's listening to your leads, who's working with your sales team, who's working with your CSR manager, who's not just doing cookie cutter marketing stuff that's out in the ecosystem but actually ties it all the way through to revenue inside of your CRM.
