 OUR TAKE -
Veto Power for CCOs
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Everything comes to him who hustles while he waits.
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Thomas A. Edison
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"Someone playing by the rules would not survive in the software business." It seems this comment from one CRMAdvocate reader resonated with many others who have experienced a high degree of frustration with software solutions that do not work as promised. Most people agree that there is a real opportunity for software companies to differentiate themselves through re-credentialed trust.
"I am constantly disappointed in the 'get it in' and inevitable scope creep software development takes on," chimes in another CRMAdvocate reader. I observe many software solution providers placing high priority on function over effectiveness. It is easier to include a function than to evaluate how well the function actually helps users.
And that brings us back to the discussion of the role of the Chief Customer Officer/VP, Customers for Life job description. Can you imagine someone who had the position power to veto the release of software if the function is difficult to use, ineffective, and/or incomplete? Internally, there is so much pressure for software vendors to meet self-imposed release deadlines that quality standards slip with the rationalization that it will be fixed in the next release.
Unfortunately, the fix rarely happens as planned. From a customer's perspective, they remember what was released longer than they remember when it was released. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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