Slido put marketing, customer success and most of sales under one customer remit because digital and marketing have become closely intertwined. Listen
Jo Massie said she owns everything customer, including marketing, customer success and about 90% of sales. Her reasoning was that digital and marketing overlap heavily, and that product usage drives customer acquisition, so the functions fit together. She said the combined digital team can now operate much faster than when its work was split across teams.
“At some point digital and marketing become very closely intertwined.”
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From How Slido Cut Support Tickets by 70% With AI ft. Jo Massie (Slido).