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Chief Customer Officer – Roundup of Articles

Many leading publications in the past year have written about an important trend in corporate America. For the first time in many years a new executive is added to the corporate C-Suite: the Chief Customer Officer responsible for all things related to customer experience and customer revenues.

We think this is a very exciting trend and thought we would call it to your attention again by summarizing some of the articles recently published:

UPDATED:

Will 2013 be the year of the Chief Customer Officer?

“…customer experience should sit across all functional organisations within the company…the chief customer officer is a role designed to aid a shift from the traditional inside-out view of the world, to a much more outside-in approach.”

7 Tips of the Chief Customer Officer

“The transition to a customer-centric organization will transform many Chief Revenue Officers into Chief Customer Officers. As organizations realize that the customer experience and relationship is the asset that leads to revenues, CROs will shift focus from the revenues themselves, to the customers that deliver it.”

CNET: Customer Success VP Role to Reduce SaaS Churn 

“It might make just as much sense to focus on retaining (and garnering new revenue from) current customers as it would be to focus on gaining new customers.”

INC Magazine: Make Room for the Chief Customer Officer 

The CCO has one key responsibility: to ensure the customer is taken into consideration at all times”.

Forbes: The Rise of the Chief Customer Officer

Forbes surveyed 155 Chief Customer Officers and found that a third of these people previously held roles as president, general manager and had experience in a marketing and/or sales position. On the flip side, about one-fourth of these CCOs formerly held operations positions. At Voxeo, an Orlando-based telecommunications software company, the CCO oversees sales, marketing, customer service and human resources – with the idea that all their customers will have a positive experience no matter which department they are dealing with.

Harvard Business Review: Meet Your Company’s New Chief Customer Officer

“Customer intelligence is at an organizational inflection point. This practice, which is largely the evolution of database marketing, has become a critical driver of business strategy for global organizations in nearly every industry and vertical, because it supports decisions with data.”

UX Magazine: How Chief Customer Officers Are Driving Change

Different models for a Chief Customer Officer role:

– as an advisory role
– as a matrixed role in charge of  building momentum for customer experience standards
– as operational CCOs that exerts control over major company operations

If these aren’t enough here are some more community resources:

Chief Customer Council

A community website for professional networking and much more valuable content for Chief Customer Officers.

Chief Customer Officer 2.0

Jeanne Bliss, who also wrote a book on the topic, has a blog dedicated to the Rise of the Chief Customer Officer.

Customer Success Meetup

Get-togethers for the folks on the front line of customer success teams.

Lastly, if you want to learn more about the tools of the trade, including customer intelligence and customer experience management, join us for a complimentary webinar with Omer Minkara from Aberdeen.

This list is by no means extensive: if you have more articles or resources to add, please do so in the comments.

 

 

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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