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"And so, seen from the appropriate perspective, the entire business process by which your company does what it does is a marketing process. "It starts with the promise you make to attract them to your door. "It continues with the sale you make once they get there. "And it ends with the delivery of the promise before they leave your door. "In some companies that process is called Lead Generation, Lead Conversion, Client Fulfillment. "In your business, Sarah, it's called Marketing, Sales, and Operations.