Do you need a Chief Customer Officer?
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Do you need a Chief Customer Officer?

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Do you need a Chief Customer Officer? Take this 11 question quiz and find out.

Do you need a Chief Customer Officer? Take this 11 question quiz and find out.

Quiz by Jeanne Bliss, author of the book "Chief Customer Officer."

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Do you need a Chief Customer Officer? Do you need a Chief Customer Officer? Presentation Transcript

  • Do you need a Chief Customer Officer? Find out: Answer 11 questions
  • 1. There is someone in our company who clarifies what we are to accomplish with customers? YES there is   NO there is not
  • 2. There is a clear process to drive alignment for what will be accomplished? YES there is   NO there is not
  • 3. We have a roadmap for the customer work and know where progress will be measured? YES there is   NO there is not
  • 4. Clear metrics exist for measuring progress which everyone agrees to use? YES there is   NO there is not
  • 5. There Is Real Clarity of Everyone’s Roles and Responsibilities in Managing Customer Profitability YES there is   NO there is not
  • 6. People readily participate and care about the customer work? YES there is   NO there is not
  • 7. Appropriate Resources are allocated to impact those things most important to customers? YES there is   NO there is not
  • 8. There is an understandable process for people to work together. YES there is   NO there is not
  • 9. The customer objectives and work are considered attainable. YES there is   NO there is not
  • 10. A process exists for marketing achievements to customers and internally. YES there is   NO there is not
  • 11. Recognition and reward is wired to motivate customer work. YES there is   NO there is not
    • Will Those Tasks Happen Without Some One to Spearhead Them? 
    • Does Your Organization Need a Chief Customer Officer?
  • Customer Champion is Needed
    • Having the operational areas own the responsibility and share the administrative parts of this work would be ideal.  I’ve just not seen many evolved companies who are ready for this.  It’s the pushing and prodding part of the work that most companies need someone to spearhead.
    • Determine if you agree that this is the list of tasks which would accelerate the customer agenda and management of customer profitability. 
    • Then consider how these activities are being led and driven now. Are current efforts giving you the results you need?
  • More Resources
    • Chief Customer Officer
    • by Jeanne Bliss
    • www.customerbliss.com
    • [email_address]