Harvard Business Review

JANUARY 28, 2015

The CMO and COO are the natural partners for turning this around. ” While the CMO and COO have a good track record of collaborating in certain areas, a certain tension has long defined the relationship. Here are our recommendations for how CMOs and COOs can develop a more collaborative working relationship: 1.

COO 8

COO Planning Metrics Call Center 8

Surviving Leadership

OCTOBER 29, 2018

At this meeting, employees heard from the CEO, CHRO, General Counsel, COO, CFO, CMO, and any business leaders spearheading a major initiative. This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own.

CFO 58

CFO P&L Call Center COO 58

Terry Starbucker

JULY 23, 2018

I was hired by a multi-millionaire entrepreneur to be the COO of a 600,000 customer cable company. I knew the new suit really “fit” the day I sat in my office and decided to personally meet face to face with 87 people we had decided to lay off in a call center consolidation. I did that for 5 years, and then fate intervened.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

OCTOBER 26, 2016

Erkan Malas was FDM Turkey’s COO, and from the start he had chafed at Sena’s appointment and approach. Will we all be working out of call centers or supermarket kiosks next year? ’ Which was funny, because Erkan said the exact same thing to me last week!” ” Sophie didn’t look surprised.

Case Study 8

Case Study CEO Banking Agility 8