The document discusses 11 questions to determine if a company needs a Chief Customer Officer. It asks if there is clarity, alignment, metrics, resources and processes around managing customers. It suggests that most companies need someone to spearhead pushing customer work forward. It recommends determining if the list of tasks aligns with a company's needs and considering if current efforts are providing necessary results to decide if a Chief Customer Officer is required.

1. Do you need a Chief Customer Officer? Find out: Answer 11 questions

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. 2. There is a clear process to drive alignment for what will be accomplished? YES there is NO there is not

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. 4. Clear metrics exist for measuring progress which everyone agrees to use? YES there is NO there is not

6. 5. There Is Real Clarity of Everyone’s Roles and Responsibilities in Managing Customer Profitability YES there is NO there is not

7. 6. People readily participate and care about the customer work? YES there is NO there is not

8. 7. Appropriate Resources are allocated to impact those things most important to customers? YES there is NO there is not

9. 8. There is an understandable process for people to work together. YES there is NO there is not

10. 9. The customer objectives and work are considered attainable. YES there is NO there is not

11. 10. A process exists for marketing achievements to customers and internally. YES there is NO there is not

12. 11. Recognition and reward is wired to motivate customer work. YES there is NO there is not