Archive | Chief Customer Officer

Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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Forrester: Chief Customer Officers key to "orchestrate" customer experiences… and change

Forrest Research just published a new report by CX analyst Paul Hagen, with some very interesting insights into the emerging role of the Chief Customer Officer (CCO). But first, let me take back what I said a few years ago. Around 2007 I predicted that the CCO would be a temporary trend. My argument: the […]

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Listening to the Voice of Customers: Can You Answer These 5 Key Questions?

Seek first to understand, then to be understood.—Stephen Covey Effective listening to the complete voice of the customer is a foundational capability for customer-centric maturity. You can’t improve if you don’t listen! For many companies, a Voice of Customer (VoC) program means asking customers to fill out a survey after a purchase or service interactions, […]

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CRM and CEM: Managing the Yin-Yang of Customer Relationships

I entered the CRM industry in 1998 after a career in the technology industry, mostly with IBM. CRM seemed like an exciting concept, because it brought together elements of business strategy, technology and customer relationships. Without knowing it, I had been a student of CRM for a long-time at IBM, because the culture of the […]

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The Next-Generation Voice of Customer Command Center: Tool Time for Chief Customer Officers

Many years ago as a young Business Unit Executive at IBM, I was assigned an account that was expected to develop into a $50M+ opportunity. Or so my quota said! We had a crack team assigned and everyone was busy, but I wasn’t entirely sure that our relationship was on track. So, I set up […]

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