Voices of CRM

Jun 20 2008   9:08PM GMT

Jeanne Bliss on chief customer officers

Barney Beal Barney Beal Profile: Barney Beal

Jeanne BlissA chief customer officer needs to be like Tom Sawyer, says Jeanne Bliss, author of “Chief Customer Officer, Getting past Lip Service to Passionate Action.”

The role of chief customer officer, customer experience officer, or simply a group of people responsible for the voice of the customer with in an organization, has been around for many years and is gaining traction. However, creating the position and finding the right person to fill it comes with some challenges.

In this 15-minute podcast Bliss discusses:

  • How an organization knows if it’s ready to appoint a chief customer officer (1:35)
  • The typical responsibilities associated with the position and how progress is measured (3:15)
  • Where chief customer officers get their authority (5:00)
  • The biggest hurdles for chief customer officers (6:27)
  • How to “turn the lights on” in an organization (8:12)
  • Where the initial commitment to the customer must come from (10:15)
  • Where things have gone wrong for organizations with chief customer officers (11:45)
  • How different business models should change their approach (13:10)

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