Customer Service is the new Marketing Department?

I ve been reading a lot about this lately, and we are working for NetSuite customers to improve their communications with customers and make them happier!

NetSuite is an integrated systems, so we have to be working on every area that affects the store. Setting up a Case form is not only about uploading a template and assinging the fields, BUT about understanding the the store's rules and flow.

All this interactions are implemented by SuiteCommerce employees with CRM background.

amazon is the best example, and I am reading their book. More to come on this one.

Thanks,

Diego