Interesting. If the goal is retention(part of Marketing) but the actual activity is mostly Customer Support, then what distinction causes ownership to belong to Marketing rather than Customer Support? Wouldn’t ownership fall better under Customer Support because they are more active, or does Customer Support come under Marketing in hierarchical terms?
For example, is the typical hierachy that causes a Marketing ownership something like this?
graph TD
HOM[Head of Marketing] --> MCE[ Customer Success/Support Manager]
HOM --> MM[Marketing Manager]
HOM --> MS_MGR[Sales Manager]
HOM --> CONTENT[Content/SEO Lead]
MCE --> CSS[Customer Support Staff]
MM --> MKT_STAFF[Marketing Staff]
MS_MGR --> SALES_STAFF[Sales Staff]