Jun 20 2008 9:08PM GMT
Posted by: Barney Beal
marketing management strategies,
customer loyalty
A 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)
Jan 30 2007 3:48PM GMT
Posted by: Barney Beal
Web 2.0,
marketing management strategies,
customer loyalty
In this podcast, Seth Godin, author of nine books, including the New York Times bestseller Purple Cow: Transforming Your Business by Being Remarkable, talks about how CRM has failed marketing, what marketers can learn from social media and his take on the market.
He also questions the fascination with metrics in marketing.

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Aug 29 2006 3:09PM GMT
Posted by: Barney Beal
marketing management strategies,
customer loyalty
In this podcast, Martha Rogers, who has co-authored with Don Peppers six books on marketing and customer relationships, discusses her concept of Return on Customer, customer lifetime value and how forward-thinking organizations are measuring the customer experience and customer value.
Rogers co-founded the Norwalk, Conn.-based Peppers & Rogers Group, a customer-focused management consulting firm.

Standard Podcast [18:07m]:
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