Listening to the Voice of the Customer

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Re: nice but
  • 2/11/2014 2:05:40 AM
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The data maybe a bit old, however, the trend and other points to be pondered upon as to why customers should be given more importance and what they bring for the company doesn't change much. Infact the statistics may increase and in a positive way i hope. 

Our telco is totally customer centric and why shouldn't it be, its the customers who bring in the revenue and if they are catered with full care and they are satisfied then everything is going in the right direction for your company.

Re: An integral mindset
  • 12/31/2013 2:51:03 PM
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@Beth Not really. It goes against the idea that serving the customer is the whole organization's business, therefore the CEO's. The CMO, on the other hand, is in charge of a business function: marketing. That still makes sense. But as I implied earlier, there wouldn't even be a need for a CMO if the CEO has as wholistic a mindset as he should.

Re: An integral mindset
  • 12/31/2013 2:44:55 PM
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@magneticnorth, what about a chief customer officer? Do you see any merit in that trend?

An integral mindset
  • 12/31/2013 2:40:46 PM
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If the top guy, normally the CEO, has a mind for integration, the organization has no need for a CMO. He should simply listen to the head of marketing—often a middle manager or a VP. But without such a leader, a CMO would be necessary to bring marketing thinking into organizational strategy.

nice but
  • 12/13/2013 8:49:49 AM
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Nice infograph, but don't you think 2012 data is a bit old?

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