Harvard Business Review

JANUARY 28, 2015

The CMO and COO are the natural partners for turning this around. As Jo Coombs, Managing Director at OgilvyOne, London, observes, “I don’t think it can just be one or the other. If it’s all about the operations then you lose sight of the customer. Develop a shared vocabulary and shared metrics.

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. Manages to an end, not a cause. My main duties would be managing all the PEOPLE doing the service work of the company – the installs, the service calls, the maintenance, the customer service, the phone calls.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Harvard Business Review

AUGUST 5, 2014

Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done. That helped account managers focus their pitch on the client’s business issues and build rapport. That bottom line sensibility is crucial.

P&L 9

P&L Banking Marketing Call Center 9

Harvard Business Review

OCTOBER 26, 2016

She also used them to scout for talent, keeping an eye out for young managers ready to move into more-senior positions and perhaps transfer to headquarters. Erkan Malas was FDM Turkey’s COO, and from the start he had chafed at Sena’s appointment and approach. ” Sena needed managers like Meryem on her side.

Case Study 8

Case Study CEO Banking Agility 8