Does Your Company Need a Chief Customer Officer?

Type "Chief Customer Officer" (CCO) into Google and you'll get about 215,000 results in 0.15 seconds. A relatively new addition to the C-suite, chief customer officers are typically found in customer-centric companies and charged with driving strong relationships with the firm's customers.

The question is: Does your company need a CCO?

Rackspace Hosting, an open cloud hosting company, is one company that thinks the answer is yes. In September, the company hired Taylor Rhodes as its first-ever CCO to lead the firm's Enterprise, SMB and International divisions. He's responsible for the "Sales and Fanatical Support" organizations, worldwide.

Fanatical Support is a phrase that describes the hosting provider's extreme commitment to providing outstanding customer service. In fact, the company decided to appoint a CCO because providing high-end service is so key to the company's overall success.

Relentless Focus on Customers

Rackspace isn't the only tech player to add a CCO to its roster. Earlier this year, Lithium Technologies, a social customer experience company, created the role of senior vice president and CCO, and selected Misha Logvinov for the job. The goal was to build the company's "relentless focus on the long-term success of its global customers."

In his role as chief customer officer, Logvinov is responsible for helping orchestrate Lithium's entire customer value chain. He will partner with the worldwide sales and services organization to drive Lithium's core value of "taking customer success personally." Noteworthy is the fact that he was previously CIO.

"As Lithium continues to grow, our customers demand relentless focus on solving the cross-functional customer experience challenges they face with all technology providers" said Lithium president and CEO Rob Tarkoff. "Misha is a vigorous supporter and staunch advocate of our customers, and as a CIO he is an expert in streamlining internal systems and improving the overall customer success experience."

Weighing the Possibilities

But just...

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