Breaking Down the Silos: Usability Practitioners Meet Marketing Researchers
http://www.uxmatters.com/MT/archives/000290.php

Kozatch, David
UXmatters
2008

Abstract:

I often find that client companies keep two disciplines locked up in separate silos—usability research within IT and marketing research within the Marketing Services department. This can have a serious impact on the sharing of information relating to customer experience.