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Customer Ownership: Who Is Your Company'S Chief Customer Officer?

Customer Ownership: Who Is Your Company'S Chief Customer Officer?

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pvp.33,20 €

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  • ISBN:9780787980948
  • Editorial: Jossey - Bass Publishers
  • Fecha de la edición:
  • Encuadernación:
  • Dimensiones: 0 cm x 0 cm
  • Nº Pág.:320
  • Idiomas:Ingles,Inglés

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Leading the strategic drive for customer profitability, Jeanne Bliss spent twenty-five years driving customer focus and profitability inside Lands' End, Allstate, Coldwell Banker, Microsoft, and Mazda corporations. This reality-based book exposes why companies aren't working together to strategically manage customer relationships and profitability, and what makes "customer centric" efforts falter. Drawing on her extensive experiences, case studies and interviews with Chief Customer Officers, she tells how to break the cycle of "silo dysfunction" readers with the job description of the "Chief Customer Officer" (CCO) and a CCO toolkit to kick start and advance the effort with realistic and field proven approaches. Jeanne Bliss (Redmond, WA) operates Customer Bliss, a world-wide consultancy and speaking practice that assists companies in connecting their organization so that they can strategically manage customer experiences and customer profitability. She was formerly General Manager of Worldwide Customer & Partner Loyalty at Microsoft and has held the senior corporate wide customer management position at Allstate, Coldwell Banker, and Mazda. Jeanne reported to the founder of Lands' End during its formative development and growth phase, as leader for the "Land's End Customer Experience."

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