Regardless of title, there must be someone in the organization – reporting to the CEO or other top executive – charged with creating a relentless focus on the customer throughout the enterprise. This person is primarily responsible with:
- Driving customer retention, growth, and profitability by creating engaged customers
- Leading a cross-functional team who is focused on prioritizing customer initiatives, aligning the right resources to priority areas, tracking the execution of plans, and implementing change that improves company performance
- Managing resources that are focused on creating an infrastructure to support awareness, understanding, and use of customer intelligence throughout the enterprise.