tag:blogger.com,1999:blog-1519933408389139522.post2197175103189745784..comments2016-09-16T12:10:21.067+05:30Comments on Custommerce: The Customer SPOCUnknownnoreply@blogger.comBlogger1125tag:blogger.com,1999:blog-1519933408389139522.post-3350037850939302282012-04-27T10:11:19.304+05:302012-04-27T10:11:19.304+05:30The idea of a CCO or any other such designation is...The idea of a CCO or any other such designation is no doubt a good one. The larger problem however is to address the issue raised in the first paragraph. Why is it that companies woo prospects to become customers and once they have become customers they tend to ignore or take them for granted and start wooing other prospects. <br /><br />It is really like a relationship between a couple that goes from dating to marriage and post marriage. In the dating phase there is an effort to please and make a good impression , an effort to make the relationship work so that it would end in a marriage ( customer ). There is then a honeymoon period when life is rosy and the dating scene is extended for some more time. This is a period of excitement, enjoyment , exploration of dreams expectations for the future and many other largely positive emotions between the couple. Then things settle into a routine and partners take each other for granted, make little effort to keep the excitement of the relationship going and at times even start becoming promiscuous.<br /><br />An obvious but sadly much neglected aspect of successful strategy is to get the whole organisation to sing in tune / row in harmony on the matter of the customer. Companies have to create a culture - not just a post of a Chief Customer Officer - wherein the company - customer relationship is one that results in a HONEYMOON FOR LIFE !!! <br /><br />Ramesh Venkateswaran<br />Chairman , CUSTOMMERCERamesh Venkateswaranhttps://www.blogger.com/profile/14207489555079509494noreply@blogger.com