VRM and CCOs

In The Rise Of The Chief Customer OfficerPaul Hagen of Forrester begins,

Over the past five years Forrester Research has observed an increase in the number of companies with a single executive leading customer experience efforts across a business unit or an entire company. These individuals often serve as top executives, with the mandate and power to design, orchestrate and improve customer experiences across every customer interaction. And whether firms call them Chief Customer Officers (CCOs) or give them some other label, these leaders sit at high levels of power at companies as diverse as Allstate, Dunkin’ BrandsOracle and USAA.

Other titles meaning roughly the same thing are Chief Client Officer and Chief Experience Officer. All, Paul writes, “are charged with improving the customer experience.”

From the VRM perspective, that’s all we need to know. We’re the customers, and we’re charged with improving our experience too.

So I dug around a bit, and came up with a few leads and links that I’ll post here as a shout-out to the folks and disciplines involved.

First is the Chief Customer Officer Council, founded and led by Curtis Bingham (whom I see by LinkedIn is, like me, in the Boston area). Next are (via the CCOC),

These are people VRM-equipped customers are going to meet in the new middle. This small post is toward making the acquaintance.

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