Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs

Narnia by *LongBeautifulDay on deviantARTProbably the same assumption that customer relations can be managed. I prefer chief customer experience officer or something like that.  Something that is also the elaboration of the author in his post…What do you prefer?

Found at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs.

I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.

Forrester has witnessed a marked increase in the position over the past six years.

Read all at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs.

Enhanced by Zemanta
About these ads

Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha

teachingliteracy:</p><br />
<p>(by Matteo Vaccari)<br /><br />
” />Indeed, not able (or willing) to adapt to a changing context! From my own experience in the retail field as professional and person. What do you think?</p>
<p>Found at <a href=Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha.

For years we have all been told that online retailers, led by Amazon (AMZN), would be the death knell of physical retailers. We’ve been told that physical retailers simply cannot compete with the Internet.

The truth is that retail, no matter what medium it takes, is all about one thing: customer service

Read all at o Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha.

Enhanced by Zemanta

What does customer experience mean in social CRM? | My Social Customer

500px / Photo “Paris” by Mike Weis

Acknowledge the fact that the customer is in the lead, is my statement!

Found at What does customer experience mean in social CRM? | My Social Customer.

Is CEM separate from CRM?
I’ve seen many vendors and bloggers offering CRM tools for the companies, that really don’t meet the clients’ expectations. Either they are comprehensive platforms with enormous amount of new technology needed to be learnt or solutions for a single stumbling block. Companies consider the whole CRM as a technic instrument instead of seeing it as a strategy. But why? It’s because we see the causation behind the customer experiences as a data that has been gathered into the CRM system. But it’s not that straightforward to separate these two words, since they go side by side.

Enhanced by Zemanta

MIT Sloan Management Review’s Leveraging Your Employees’ Social Networks

booksandtea:</p><br /><br />
<p>untitled by Carina Santos. on Flickr.” />Found at <a href=Leveraging Your Employees’ Social Networks.

Examining talent on two dimensions – individual performance and network effectiveness – helps executives identify hidden talent as well as employees who have untapped potential to contribute to the broader organizational network. Learn more »

Read all at Leveraging Your Employees’ Social Networks.

Enhanced by Zemanta