Rod’s view is similar. As soon as you start to have a specialized team for implementation, customer success, and support, it creates an opportunity to hire someone to lead those teams and start thinking about how those functional teams work together. CLTV calculates the net value a customer brings to the company throughout their entire relationship. Tools like Kissmetrics and Customer Value Optimization provide insights into CLTV, enabling Chief Customer Officers to make data-driven decisions to enhance customer profitability. Customer engagement metrics Let's face it: You won't wake up one day and be the CCO. As with any other executive-level position, you need to really hustle to work up to the role. The fact that you are interested in becoming the CCO is already half the battle.

Develop a customer strategy that delivers revenue growth. 70% of firms aren’t connecting their CX efforts to their bottom line, according to CustomerGauge research. But a successful CCO will need a compelling customer experience management (CXM) strategy to drive growth—by boosting customer retention, cutting churn, and encouraging referrals from profitable customers. 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? When making executive decisions, the customers' needs should dictate the company's decision. This allows the business to increase the lifetime value and profitability of customers. Thum, Stephanie. 5 Tips for CEOs: A Practical Guide to Hiring a Chief Customer Officer. https://www.linkedin.com/pulse/5-tips-ceos-practical-guide-hiring-chief-customer-thum-ccxp/ The point, overall, is to build a more customer-centric organizational structure throughout the company. That should be your underlying objective. Make Chief Customer Officer The Next Step In Your Career

Chief Customer Officer FAQs

Dharmesh Shah, Chief Technology Officer at HubSpot, is a great example of this best practice in action. He doesn't leave the customer experience up to Chief Customer Officer Rob Giglio to figure out alone.

Unlike an external candidate, you'll already know these customers. 6. Share the vision of the customer. Even so, he says strong CCO candidates will have three over-arching characteristics. 1. Operational capacityMohsin Issa, co-owner of Asda said; “I am delighted to welcome David to our business. Over the past 12 months, Asda has demonstrated its absolute focus on ensuring customers are at the heart of its decision making and as we continue to build our great brand for the future, his expertise will bring a new perspective to our existing strength and breadth of leadership. Angie took up the position of Chief Executive Officer at Govia Thameslink Railway (GTR) in November 2023. Her focus is building on the progress made re-establishing GTR’s customer base since the pandemic to meet customers’ needs, connect people and help communities thrive.