Company Quote by Harvard Business School Press
““To be effective, the CCO role as we conceive it must be a powerful operational position, reporting to the CEO. This executive is responsible for designing and executing the firm’s customer relationship strategy and overseeing all customer-facing functions. A””
About This Quote
Source Book: The Chief Customer Officer, Harvard Business School Press, 2014
The CCO must be an operational leader reporting to the CEO, shaping and executing the customer strategy across all touchpoints.
In simple terms: CCO should be a powerful operational role reporting to CEO.
Key Takeaway
Make the CCO a direct report to the CEO.
Themes
leadership
customer strategy
operational design
Mood
strategic
determined
Type
business
leadership
When to use this quote
- product launch
- service redesign
- customer retention programs
- cross‑functional alignment
Key Concepts
customer experience
organizational hierarchy
strategic execution
Questions to Reflect On
- How can a CCO gain real influence?
- What structures support cross‑functional execution?
A Different Perspective
If the CCO lacks authority, strategy may stay fragmented.
