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I help large B2B companies retain more profitable customers. Protect and grow revenue. Minimize customer effort, maximize customer experience. Segment by share of wallet to identify and focus on highest-potential customers. Engage customers for collaboration, advocacy, and growth.
Customer executives need a path to customer centricity so successful that their companies' success - through profitability - will inevitably follow. To meet that need, I founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council promotes the CCO role as a catalyst for competitive advantage and has helped its members create customer-centric cultures as well as drive profitable customer engagement, the next evolutionary step beyond loyalty.
Through my work with Council members and more than 200 chief customer officers, I created the CCO Roadmap, a proprietary, groundbreaking work that contains more than 100 prioritized, critical strategies essential for successful customer-centric initiatives. In addition to my work with the Council, I am a passionate facilitator and catalyst for sustainable, profitable, company-customer relationships. If you have similar or complementary interests, contact me at firstname.lastname@example.org.
Specialties: Customer Strategy, Chief Customer Officer (CCO), Customer Experience Management (CEM), customer engagement, customer acquisition, customer retention, customer loyalty, customer satisfaction, customer value driver analysis, customer-centered growth, customer-centric competitive advantage, customer insight collection & analysis, customer-centric sales & marketing strategy, market research, product marketing, product management, buyer behavior, sales training, marketing performance/analytics