The Rise of the Chief Customer Officer
Harvard Business Review
APRIL 18, 2011
The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. A third of the CCOs previously held Division President or GM roles, and almost as many worked in a marketing and/or sales position. Senior leaders are in a new position. Consider one example.
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