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The Chief Customer Officer: A Powerful and Thriving Role
Issue 2
March, 2009
 
Greetings and Salutations! 
 
I'm wrapping up the 2009 CCO study and have some fascinating insights to share with you in this issue.

But first, a couple of opportunities for you:
  • I'm seeking CCOs to participate on a panel I'm moderating for the 2009 Customers 1st Conference taking place November 3-5 in Phoenix, AZ.  Please contact me as soon as possible if you are interested.
  • Have you found brilliant strategic insights from your Customer Advisory Boards?  I'm seeking additional input for a section in my book as well as an article for the Business Strategy Series worldwide publication. 
  • To ensure your success, join us at the CCO Summit!  Learn what Jeb Dasteel of Oracle and all your peers are doing to prove their value and drive revenue and loyalty.  The CCO Summit early bird registration deadline is March 31. 
More information on each of these below.

I hope to see you in June!

 Highlights of the 2009 CCO Study
 
Nearly six years ago when I first began to study the relatively unknown role of Chief Customer Officer (CCO), I found fewer than 20 in the world. 

There are now 200+ officially-titled Chief Customer Officers in the world, and hundreds more with similar titles, and I've worked with or interviewed nearly 30% of them.

Here are a couple of highlights from the 2009 CCO Study:

While the reasons are varied, CEOs hire a CCO for one of three primary reasons:
  1. Address unresolved customer crises, including defecting customers and even lawsuits
  2. Create competitive advantage by showing a critical commitment to customers
  3. Retain existing customers and protect current revenue
Big differences between CCOs in small vs. larger companies:   Small and mid-cap CCOs have greater line ownership over customer-facing functions, whereas larger company CCOs have more matrix authority in a staff function

An increasing number of CCOs have a sales or technology background

For more fascinating highlights, you can visit the Chief Customer Officer blog.
 
There are many, many more insights yet to come, so stay tuned for future editions!

Need Your Input on Advisory Boards
 
I'm writing a section in my Customer Strategy book on advisory boards and have a couple of examples that are compelling, but dated.  I'm looking for something equally insightful and more recent.  What noteworthy (or profitable!) insights have you gleaned from executive advisory boards that have influenced your strategic direction?

Send me an email and I'll be happy to call at your convenience to discuss further. 

Don't Miss the CCO Summit Early Registration Deadline March 31!

 
I would like to personally invite you to learn from and share with other Chief Customer Officers at the invitation-only Predictive Consulting CCOSummit on June 2-3, 2009, sponsored by Oracle.
 
Don't forget, if you register before March 31 you pay only $995, a $400 savings over the regular rate.
 
This is a highly personal gathering of CCOs and executive-level customer champions.  I will be sharing research into the best practices based on in-depth interviews with nearly 30% of all Chief Customer Officers in the world. 
 
Key insights include:
  • How can you prove your value to the CEO and your board, especially during these challenging times?
  • Is it possible to align even the non-customer-facing employees to customer goals?
  • What are the best ways to measure & increase customer loyalty?
Predictive Consulting CCOSummit
Oracle Headquarters
Customer Visit Center--Building 600
350 Oracle Parkway
Redwood Shores, CA
June 2-3, 2009

To register or to view a detailed description and agenda, please visit our website.

If you prefer, please call my assistant, Laura Carroll, at (978) 877-0241 and she'll be happy to help you with the registration and arrangements. 

I'm really looking forward to introducing you to all the other CCOs!

P.S.  If you know of another executive-level customer champion who might also be interested, please forward this on!

About Curtis Bingham
 
I help companies dramatically increase customer acquisition, retention, and customer profitability.  I'm the author of the forthcoming book published by HRD Press, The Key to Customer Strategy: The Rise of the Chief Customer Officer that describes how a consistent and unified customer strategy can grow revenue, profit, and loyalty. 
 
Do you want to:
  • Protect and grow revenue
  • Create sustainable competitive advantage
  • Profitably retain customers
  • Measure and improve customer loyalty
  • Leverage customer-driven innovation
  • Drive a customer-centric culture
If so, I can help you.  My clients have grown profits 30-50% as a result of my work.  You are welcome to visit my website for more information or call me at 978-952-0047. 
Sincerely,

Curtis N. Bingham
Predictive Consulting Group
 
In This Issue
Highlights of the 2009 CCO Study
Need Your Input on Advisory Boards
Don't Miss the CCO Summit Early Registration Deadline March 31!
About Curtis Bingham
My Newsletters

CCO Results is the only newsletter geared exclusively to helping the Chief Customer Officer be successful.  It helps CCOs drive tangible, measurable business results, including customer strategy, loyalty, satisfaction, metrics, and more. 


CustomerStrategy describes how business leaders can dramatically increase customer acquisition, retention, and profitability. It describes how to turn customer insight into competitive advantage, greater market share, & increased profits.


Previous issues of both are available in the archives.


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