News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
GET RECOGNIZED
Let an ISACA® certification elevate your career.
Register today and save
You are here: Home / Cloud Computing / Six Challenges Every CCO Faces
DDoS Protection Powered By Verisign
Six Challenges Every Chief Customer Officer Must Overcome
Six Challenges Every Chief Customer Officer Must Overcome
By Jennifer LeClaire / NewsFactor Network Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
MAY
08
2014


Chief customer officers (CCOs) are getting more corporate cred these days. But stepping into this rising role comes with challenges. Indeed, the CCO Council has identified six of the greatest challenges these C-suite executives face.

Curtis Bingham, executive director of the CCO Council, offers more than just insight into the challenges. He also offers recommendations for overcoming them.

Are you ready to dive in? Let’s look at each challenge and its solution.

Challenge 1: Defending Value

Bingham’s experience tells him that customer-centricity is not widely viewed as a strategic imperative and the CCOs' contribution to this imperative is far from well-defined. As a result, he continued, CCOs spend more time explaining and defending their values than they spend with customers. Kind of ironic, isn’t it? You may be facing this challenge right now. Here’s what he recommends:

“The CEO and board must recognize the growing body of proof that customer-centricity is the new basis for competitive advantage with demonstrable business results, and then make the CCO a part of this strategic imperative,” Bingham said.

Challenge 2: Leveraging Authority

According to Bingham, the most successful CCOs recognize and leverage three sources of “CCO Authority,” starting with either “Positional Authority” or “Borrowed Authority” and quickly earning authority of their own. Without such authority, he said, cultural resistance to change, conflicting priorities, and a number of other obstacles prevent CCO success. Here’s what he advises:

“The CEO must provide to the CCO significant Borrowed Authority,” he said. “The CCO must ‘earn’ authority rapidly by providing value, demonstrating results at all levels, and effectively communicating the business impact of those results.”

Challenge 3: Gaining Resources

It comes to no surprise to Bingham -- and it’s probably no surprise to you either -- that limited understanding of the types of resources required to transform an organization to customer centricity is the norm.

Bingham said, “CEOs and boards of directors must have realistic expectations of the resources required for a CCO to be successful and make a commitment to supply those resources.”

Challenge 4: Converting Data to Action

In the age of big data and Web analytics, gathering stats is the easy part. Converting that data into actionable insights that drive results is something altogether different. Bingham blames, in part, the increasing complexity of customer purchases and interactions increases.

“Many CCOs struggle to move beyond the voice of the customer and triage to create and implement customer strategy,” he said. “Implementing customer triage and issue resolution processes are critical first steps for CCOs. But then the CCO needs to make powerful allies and initiate cross-functional initiatives to create workable customer strategy that cuts across business units to improve the overall customer experience.” (continued...)

1  |  2  |  Next Page >

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN CLOUD COMPUTING
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Who Is the Hacker Group Lizard Squad?
Are they dangerous or just obnoxious? That’s what many are wondering about the hacker group Lizard Squad, which tweeted out a bomb threat that grounded a flight with a Sony exec aboard.
 
Are Government Spies Tipping Off Tor?
Less than a month ago, tech news headlines heralded a Tor Project breach. Now, some are saying that government spies are sharing information with Tor to help it prevent future breaches.
 
Backoff Malware Hits 1,000+ Businesses, Likely More
More than 1,000 businesses across the U.S. might have been affected by Backoff, a new kind of point-of-sale (PoS) malware, according to the Department of Homeland Security.
 

Enterprise Hardware Spotlight
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 
Alert: HP Recalls 5 Million Notebook AC Power Cords
HP is recalling about 5.6 million notebook computer AC power cords in the U.S. and another 446,700 in Canada because of possible overheating, which can pose a fire and burn hazard.
 
Acer's New Desktop Box Rides the Chrome OS Wave
Filling out its Chrome OS line, Acer is following the introduction of a larger Chromebook line earlier this month with a new tiny $180 desktop Chromebox and also a smaller Chromebook.
 

Mobile Technology Spotlight
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 
Verizon Hops on the Voice-Over-LTE Bandwagon
Wireless provider Verizon is gearing up for a nationwide launch of its Voice-over-LTE service over the next several weeks, promising clearer and crisper phone calls and a Skype-like video service.
 
Smartphone 'Kill Switch' Law in California; Will Other States Follow?
California’s new law -- signed by Gov. Jerry Brown on Monday -- aimed at deterring cellphone theft could mean most mobile phones sold in the U.S. will soon include similar “kill-switch” tech.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.