Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

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Approaching customer relations with a business-development perspective, keeping an eye out for any opportunities, and collaborating with expansion, upsell, and growth managers to successfully act on opportunities and grow the business. A Chief Customer Officer can go by several titles. According to Harvard Business Review, some of these titles include: Listening to internal team members and finding ways to best serve the customers while maintaining efficient internal processes.

Generate a complete view of the customer, including their needs, expectations, and perceptions of their experiences with the company, and communicate these insights to other C-Suite members. Employers should research CCOs at other companies and what they have accomplished. Set basic goals with the help of the CEO to ensure that you are both in agreement. Proven social media marketing and management solutions that makes sense of the millions of conversations taking place on social media and flags key posts that require attention so you can act right away Even though the word "customer" is in the CCO title, these leads must share the responsibility of championing the user.Customer engagement CRM that provides a centralized interface for agents to answer customer questions and solve problems through traditional and digital channels

So, what does that mean in practical terms? Here are some of the key tasks of the CCO role: Chief Customer Officer Job Description: Key Responsibilities Operationalize a seamless customer journey built on customer value across all functions to increase TTV / revenue

CCOs need to be able to collaborate with sales and product teams, and really any team within the organization that interacts with the customer, whether directly or indirectly. “Much of what happens in a customer-facing organization can’t be done just in that function,” says Rod. “They need to be able to work cross-functionally with their peers and drive cross-functional improvements.” The chief customer officer is an operational role

of people recommend a product or service because they received a “great experience.” (Source: Convince & Convert Consulting) In 2003 there were fewer than 20 people in the world with the obscure title of Chief Customer Officer. These included a small handful of trailblazers including Marissa Peterson of Sun Microsystems, Doug Allred of Cisco, and Jeff Lewis of Monster.com. Most people at this time had never heard of the title and many of these couldn’t fathom the need for another member of the C-Suite. Some companies modify the title and responsibilities to better suit their needs. Anne Eidelman sets a good example. She’s the chief experience officer for FOUNT Global, Inc., a SaaS business focused on reducing work friction. In this post, we take a closer look at this relatively new executive position. We also dive into their responsibilities and the challenges they face, and how they can equip their team to deliver on their vision of improving the customer experience. What is a chief customer officer?This ensures that the customer experience is integral to the business' strategy rather than a short-term tactic. Evangelizes the Customer Experience

Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports. The responsibility for a customer-centric culture and revenue growth opportunities with existing customers was once spread across multiple executives. But now, the CCO—or someone in an equivalent role, like the chief experience officer (CXO), or chief client officer—takes full ownership of these realms through leveraged physical and digital communication channels.

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The CCO is also responsible for creating a comprehensive assessment of the customer and developing more profound insights regarding the customer’s needs, satisfaction, and overall experience. This may include recognizing gaps in customer experience and assessing how to improve customer satisfaction, whether in sales or customer service. For example, how can customer experience help the sales organization improve its ability to sell? How can it help the product team develop a better product? Having a strong brand for the role will be important for building influence, so applying effective brand building principles may be useful, particularly for a new role or a leader new to the organization. 4. Listening Capabilities According to Totango’s 2021 State of Customer Success Industry and Salary Report , there was an increase in the number of CS teams reporting to Chief Customer Officers, Chief Operating Officers and Chief Revenue Officers, as well as a significant decrease in teams reporting to Sales and Service or Support leaders over the past year.