Do you need a chief customer officer: 11 Questions

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Ask yourself these 11 questions to find out if you need a Chief Customer or Chief Experience Officer. From Jeanne Bliss, Author of the book, 'Chief Customer Officer:

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Do you need a chief customer officer: 11 Questions

  1. 1. Do you need a Chief Customer Officer? Find out: Answer 11 questions
  2. 2. 1. There is someone in our company who clarifies what we are to accomplish with customers? YES there is   NO there is not
  3. 3. 2. There is a clear process to drive alignment for what will be accomplished? YES there is   NO there is not
  4. 4. 3. We have a roadmap for the customer work and know where progress will be measured? YES there is   NO there is not
  5. 5. 4. Clear metrics exist for measuring progress which everyone agrees to use? YES there is   NO there is not
  6. 6. 5. There Is Real Clarity of Everyone’s Roles and Responsibilities in Managing Customer Profitability YES there is   NO there is not
  7. 7. 6. People readily participate and care about the customer work? YES there is   NO there is not
  8. 8. 7. Appropriate Resources are allocated to impact those things most important to customers? YES there is   NO there is not
  9. 9. 8. There is an understandable process for people to work together. YES there is   NO there is not
  10. 10. 9. The customer objectives and work are considered attainable. YES there is   NO there is not
  11. 11. 10. A process exists for marketing achievements to customers and internally. YES there is   NO there is not
  12. 12. 11. Recognition and reward is wired to motivate customer work. YES there is   NO there is not
  13. 13. More Resources <ul><li>Chief Customer Officer </li></ul><ul><li>by Jeanne Bliss </li></ul><ul><li>www.customerbliss.com </li></ul><ul><li>[email_address] </li></ul>

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