Marketing
I agree with Noemi Santos that we are responsible for optimizing the whole organization. Since the organization and all its departments are connected together, I have the responsibility to ensure that the data and the information I get from all the other departments lead to increased sales. It is, therefore, my responsibility to optimize even the customer service as well. This will see the overall success of the company. My responsibility is to ensure that the customer service is optimized. As a web analyst, I should look for reasons as to why there is the negative spike in data center every time there is a drop in marketing. This is something that is important and might help me in my analysis. I believe that there should be a good working relationship between the IT department and the marketing department. For the new indicator, I believe that there is something that will be learnt and is an important key performance indicator. It is important to ensure that the data and the correlation are clear and correct. After this, there will be a deliberation of the two department heads. The deliberations that are discussed between the two departments, marketing and customer service would then be looked into and probable cause of the spike achieved.
Working for the two departments is an issue as the overall success in the company will also be of great benefit to me. I will also be able to know how the other departments work and probably helps me to get other key performance indicators that will help me, as web analytics manager, in my analysis. I will not mind to work with these two departments.
I agree with everyone in the forum that we should never alter the new KPI that we have got. This is not only unethical and unprofessional, but it will hinder other KPIs that we would have achieved. This is uncalled for. We should instead do a thorough analysis of what this could mean and get to know how we can offer solutions to this. We should devise new ways and strategies of avoiding the spikes. These strategies and ways should help us getting new insights and new KPIs in the marketing department. Altering will bury the problems that are bound to happen now or in future. Altering the data would only be postponing the solution. It will occur sometime and maybe then the opportunity that would have been explored now will no longer be there. Instead of altering the process of KPI, I will ensure that the issues that are faced in the company are understood in the company. Issues that are found and that could be a source of analyzing key performance indicators should be addressed well. This is something that should be deliberated upon. Wishing them away will not solve any problem.
On the issue of trying to resolve the issue of the success of the campaign and that of the call center, I will get facts that might have led to the conflict. The person I would try conducting first is the marketing manager. I also agree with Noemi that it is good and in order to get a qualitative analysis of the phone calls. I will ensure that I get to know the main issue that is faced by the clients who are complaining. I will make sure I get to know how often the complaints take place. After getting all the facts as to why there is a spike in the customer satisfaction, I will then go ahead and perform a deep analysis of the cause of the spike. In getting the facts, I will have the facts that will help me in the analysis.
After my analysis, I will get to the manager of marketing and know my views and my analysis as to what could have caused the problem. I will also get the views of the marketing manager so that I compare with my own views. This will help us in getting a deep understanding of the problem. This way, we shall have handled the issue and not run away from the problem. I strongly that the solutions cannot be found from the two departments alone. I believe that the solutions will depend on the views of all other parties who are concerned. The second person I would consult after this is the information technology manager. I will try to get the views he has regarding this issue. I will also get the views of the customer service head. The views coming from the customer service will be very important. All the parties who are concerned and affected by the conflicts will have to come into play. A crisis meeting will have to be called so that the issues will be deliberated. I will have to argue my point as to why there is the need to involve all eh concerned parties. After I get to the meeting taking place, I will then ensure that the issues that each department faces are well deliberated upon.
References
Blocker, C. (2012). The dynamics of satisfaction and loyalty after relational. Journal of Services Marketing , 26 (2), 91-101.
Lacey, R. (2012). How customer voice contributes to stronger service. Journal of Services Marketing , 26 (2), 137-244.
Russell, J., & Cohn, R. (2012). Google analytics. New York: Book on Demand.
