 OUR TAKE -
Who Controls the Game?
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My heroes are those who risk their lives every day to protect our world and make it a better place--police, firefighters, and members of our armed forces.
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Sidney Sheldon
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What a lively discussion about real customer advocacy we have been having. It is great to read so many views on the roles and responsibilities of the Chief Customer Officer (CCO). See veto power, advocating change, authority versus influence, and can your CCO push the red button. But this is really not just a discussion about the CCO's job description. This is about "who controls the game."
One reader wrote in to say, "At our shop anyone in the company can call a "red flag" meeting, which is good. But on to the broader topic of when does it work or not work, in my experience, that depends on the pedigree of senior management whether that be IT, R&D, sales/marketing, finance, etc. Their background and attitude seems to control the game."
Often we hear companies described as marketing driven, R&D driven, and even profit driven. But how often do we see companies described as customer driven?
If the customer himself cannot have a hand on the red button to stop a defective product, who within your organization is that's customer's proxy. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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