Harvard Business Review

JANUARY 28, 2015

The CMO and COO are the natural partners for turning this around. If it’s all about the operations then you lose sight of the customer. ” While the CMO and COO have a good track record of collaborating in certain areas, a certain tension has long defined the relationship.

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 joined a different Cable TV company not long after I got fired, and worked my way up to a SVP of Operations role for some cable networks in the Rocky Mountain west of the US, with 300,000 customers scattered around 4 states.

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. With so many parts of the organization needing to come together to deliver on a customer journey, the CMO has to operate as the “glue” across the organization.

P&L 9

P&L Banking Marketing Call Center 9

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