A Quote about the CCO Council from Curtis Bingham
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Curtis on…Business to Business (B2B) and Business to Consumer (B2C) CCOs

Curtis discusses the similarities and differences between B2B and B2C CCOs.


Transcript for Curtis on…Business to Business (B2B) and Business to Consumer (B2C) CCOs

There are companies that are both business to business and business to customer that have seen the value of having a chief customer officer and hiring such an executive. And on the outset, there really is no difference. The chief customer officer’s role is really to help engage the customers in the business and help the executives understand how to include the voice of the customer and determine what is the impact on the customer of some of the decisions that they’re making. And so whether you’re dealing with millions of customers or hundreds of customers the goals and objectives are very much the same.

The tactics are a little bit different, however, in that it’s much, much easier for an executive to have deep relationships with a hundred, two hundred, or a thousand customers, as opposed to twenty million customers. And so the tools that are used, the tactics that are deployed – to gather customer insight; to understand what makes the customers tick, what motivates them, and what are some of the messages that need to be conveyed to them in order to show that their input is valued and welcomed – those are very different. But the overall strategy is exactly the same between a B2C and a B2B company.


"At SAVO, we are dedicated to our customers' success. We have organized our teams around it, developed programs to promote it, and we measure ourselves based on their success. I look forward to working with other members of the council to explore innovative ways to drive the imperative
of customer success to
the forefront of an
strategic initiatives."

Brian Study
SAVO Group