In This Episode

Great marketing alone can't sustain growth if operations aren't prepared to support it.

In this episode, Adi Klevit sits down with Kasandra Murray to explore the critical connection between marketing and operations. Kasandra explains how marketing may bring leads through the door, but it's operational systems—training, documentation, and follow-through—that determine whether those leads turn into satisfied customers and long-term growth.

Adi and Kasandra discuss common gaps they see across industries, particularly the tendency for businesses to overspend on marketing while underinvesting in internal training and process improvement. Kasandra shares practical examples of how strengthening operations can dramatically improve marketing performance, including a case where fixing call handling doubled a company's revenue without increasing ad spend.

The conversation also dives into change management, documenting processes, and making systems easy to follow. Kasandra emphasizes that processes should be living documents and that real progress happens when teams understand the "why" behind the system—not just the steps.