A Step-by-Step Plan to Improve CMO-COO Collaboration

You can’t serve customers if this relationship is dysfunctional.

Source: hbr.org

1. Develop a shared vocabulary and shared metrics.

2. Build a structure for collaboration.

3. Work together on a few customer journeys that matter.

4. See the customer journey all the way through.

5. Use Service Blueprinting!

This entry was posted in General on by .

About Center for Services Leadership

The Center for Services Leadership (CSL) is a research center within the W. P. Carey School of Business at Arizona State University (ASU) and an outreach arm from ASU to the business community and the global academic community. The CSL focuses on advancing service filed through research, education and facilitating collaboration between business and academic communities.

One thought on “A Step-by-Step Plan to Improve CMO-COO Collaboration

  1. Wilhelm Taurel

    The dysfunctioning between CIO and the Chief Service Officer in manufacturing firms can easily be added to the mentioned one.
    It would be also worthwile to research it and improve it for the sake of the firms’ bottom Lines.

    Reply

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