 OUR TAKE -
CCOs Advocate Change
 |
| |
| |
|  | Lasting Impressions:
Many men go fishing all of their lives without knowing that it is not fish they are after.
-
Henry David Thoreau
|
|
Last time, I wrote about how others look at the role of the Chief Customer Officer (CCO). Indeed, there are many inside and outside the job itself who feel it is more of a chief complaint officer than a chief customer officer. Read this response and you might get the idea that it may be a little of both.
"I've been the customer relations person for a family-owned grocery chain for nearly 21 years. My daily bread: answering customer e-mails submitted through our Web site, taking customer calls, and responding to snail mail. I have an advocacy role, as well, as I utilize the feedback I receive to suggest (and sometimes implement) changes. Whether through experience or sheer force of will, I'm blessed to be able to make changes when necessary. The company respects me and I am able to engage the help of all levels of authority when necessary."
It seems this person is the "go-to" guy for customer complaints. What I really like is the internal respect developed over time that allows this person to advocate change on behalf of the customer.
Next week, I will share more reader thoughts on the CCO and the power to affect positive change. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
Cool CRM
|
 NEW IN CRM
News: CSO Insights Study Shows Win Rates at an All-Time Low
CSO Insights released the results of their inaugural Sales Management Optimization (SMO) study that surveyed over 625 companies worldwide to assess the challenges facing the people leading sales teams, why these problems exist, and what they are doing to successfully address them. In the 16 years we’ve been tracking win rates of forecast deals, the current number of 44.8% is an all-time low. Considering that 85% of the firms surveyed said they raised quotas for this year, companies need to take matters into their own hands if they’re going to hit their 2010 revenue targets; a critical success factor will be how well the people leading sales teams are able to coach their people.(CSO Insights
)
Article: Don’t Let a Weak Economy Go to Waste
The official recession may be over, but predictions of a slow economic recovery are tempting some technology vendors, distributors, and their channel partners to say, "Wake me up when it's over." However, successful companies know that you don't let a weak economy go to waste. Now is the time to re-evaluate pricing strategies, target the companies that are buying technology now, and invest in relationships with future buyers. Let's look at pricing first. Many technology vendors and their channel partners cope with a downturn by slashing prices. For companies that need cash right now, that may be their only hope. (DestinationCRM
)
Article: How To Keep Social CRM From The Dark Side
A long time ago, in a Galaxy far, far away… there was CRM. And it spawned a sequel – social CRM. But, as is the way with many sequels (and especially prequels, but let's not go there…), social CRM attracted controversy. So while some embraced the term, it left others in a state of confusion - or even consternation. Nonetheless, after beating off competition from the likes of ‘CRM 2.0’ and ‘social business strategy’, it has emerged as the de facto term for the use of social media to engage customers in collaborative conversation and generate mutual value.(MyCustomer
)
News: Unica and Mobile Messenger Partner to Deliver Mobile Marketing
Unica announced an alliance with Mobile Messenger, a provider of mobile solutions. The alliance enables clients to tap the joint Unica/Mobile Messenger platform to create a variety of integrated mobile campaigns ranging from simple text alerts to more complex interactive programs as part of their cross-channel marketing strategies. The joint solution complements Unica's existing mobile capabilities for delivery and preview rendering of mobile email with Unica eMessage, tracking of mobile web sites and applications with Unica NetInsight, and serving of personalized offers via mobile web sites and applications with Unica Interact.(Unica
)
News: Interactive Intelligence Enhances Communications-as-a-Service
Interactive Intelligence has enhanced its communications-as-a-service (CaaS) offering with a new Web portal, along with hosted workforce management and agentless dialing applications. The latest Interactive Intelligence enhancements include three new applications, which further extend the company’s broad CaaS product portfolio including a new CaaS Portal designed to improve administrative efficiency by providing customers with a centralized Web portal for administration, configuration, and billing. The company is also adding hosted workforce management, which includes workforce forecasting, scheduling, and real-time adherence. (Interactive Intelligence
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
