 OUR TAKE -
CCO - Authority or Influence?
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If you're never scared or embarrassed or hurt, it means you never take any chances.
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Julia Sorel
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The role of the Chief Customer Officer (CCO) is so incredibly important. One could make the case that the position power of the CCO defines the extent to which an organization is genuinely customer centric. The more powerful the position, the more the voice of the customer is heard. Do you agree?
As we discuss the CCO position plan, how CCOs advocate change, and how others view the role of the CCO, it seems we might summarize the job as one who can make the business change to best meet the needs of the customer.
However, more than one CRMAdvocate reader has responded to this discussion with frustration by reporting a "disconnect between the person who owns the problem and the people that can fix the root cause." If that is the case, let me ask you a question.
Where do you draw the line between a CCO's authority and a CCO's influence? In other words, can they make change happen or do they merely have the ability to influence change? What's your take?
Gary Lemke, Publisher
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