Governance of customer email communications
Contributor 
First of all, this is my first GGR post - so excited! Huge congrats to Jeff, Jay and others for building this forum.
We've observed a great deal of confusion within companies about how to govern email communications.
On one extreme, some might say "all communications go through Marketing," but that's fundamentally not practical nor is it realistic, since CSMs and others send emails (via Gmail or Outlook) every day.
On the other hand, allowing every team to email clients with no coordination can lead to a fragmented and frustrating experience.
Does anyone have a strong governance model for email communications to clients? If so, who runs the process, who's involved and what are the mechanics of it?
Thanks in advance!
We've observed a great deal of confusion within companies about how to govern email communications.
On one extreme, some might say "all communications go through Marketing," but that's fundamentally not practical nor is it realistic, since CSMs and others send emails (via Gmail or Outlook) every day.
On the other hand, allowing every team to email clients with no coordination can lead to a fragmented and frustrating experience.
Does anyone have a strong governance model for email communications to clients? If so, who runs the process, who's involved and what are the mechanics of it?
Thanks in advance!