Its important for the Chief Customer Officer (CCO) to ensure that there is a real understanding of what can be accomplished in the first year with all its “get-ready” and alignment issues. Here is a simple path to rate CCO performance against in the first year when the work and its outcomes may appear the vaguest:
Gain Company-Wide and Leadership Agreement to Do the Work
1. Acknowledgment that there’s a problem (this in itself can take months)
2. Agreement on the issues
Define the Work and Drive the First Stage
3. Alignment on how to proceed
4. Commitment to resources
5. Beginning the process and driving company participation
Establish Accountability and Measurement
6. Installation of accountability process, such as the Customer Room
7. Guerrilla metrics in place (Extra: Growing customers as the asset of your business)
8. First results accomplished and reported
Getting this agreement is critical to ensuring that there is a real understanding of what can be accomplished in the first year with all its “get-ready” and alignment issues. Once that first year is over and you’ve gained momentum, it will be much simpler to define success metrics.
Download the slide: The First Year of a Chief Customer Officer: What to Assess & Measure
