The CCO-C™ Chief Customer Officer – Certified™ credential certification is a unique and cutting-edge executive management program for Chief Customer Executives, Customer Service Leaders and Chief Customer Officers (CCOs) who work across all industries and governments; and are eager to achieve successful customer management, outcomes and execution.

The CCO-C™ Chief Customer Officer – Certified™ executive program is aimed at the present and next generation of Chief Customer Officers (CCOs), Customer Service Executives, Leaders, Customer Service Officers, Program and Project Managers, Business Executives and Leaders, Senior Managers, Managers and anyone working at dynamically changing local and global firms, organizations, businesses, companies and Governmental agencies who need to broaden their horizons in the field and dimensions of our complex and rapidly changing customer service delivery, systems, processes and execution

9 REASONS TO CHOOSE THE C-SUITE INSTITUTE™ EXECUTIVE PROGRAMS

1. 1. All C-Suite Institute™ Executive education program modules utilize case studies to reinforce teaching, evoke independent analysis and research; and provoke deep thought and critical thinking among participants

1. 1. C-Suite Institute™’s Curriculum is Global Based & has International Perspective – Applicable across all major continents (Africa, Europe, Asia, Australia, Americas)

1. 1. Applied & Practical Insights related to your industry and C-suite/Executive functions

1. 1. Renowned Faculty – Our Professors hold Advanced/Graduate/Post Graduate Degrees, and have worked in or currently work in Executive level positions

1. 1. Diverse Participant Mix from all geographies across the Globe

1. 1. Participants work across the top 50 Industries (Industries range from Aerospace to Information Technology (IT) to Finance & Banking to Oil & Gas to Energy to Utilities and numerous more)

1. 1. Participants attend from Fortune 500 & Global 2000 companies; Governments (local, state, Federal, National) from around the world; and International organizations and firms such as UN, World Bank, IMF, NASA, ICAO and numerous more

1. 1. Participants attend from Major World Governments in G-8, G20 & BRICS countries

1. Participants attend from Major sports organizations such as FIFA and UEFA

TRADEMARKS:

CCO-C™ Chief Customer Officer – Certified™ is a trademark of C-Suite Institute™ in the USA and internationally and fully protected under International Trademark and Copyrights Treaties and Laws among nations

Requirements

CCO-C™ CHIEF CUSTOMER OFFICER – CERTIFIED™ CREDENTIAL CERTIFICATION PROGRAM REQUIREMENTS PROCESS:

ADMISSIONS:

Admission is very selective and based on your professional level, achievement and organizational responsibility. No formal educational requirements apply, however most applicants have completed studies at the Bachelors or Masters or Doctorate levels and have backgrounds in Technology, Business Management, Sales, Marketing, Advertising, Engineering, Management, Finance, Computer Science, Human Resources, Information Management, Information Technology, Economics, Applied Sciences

TRADEMARKS:

CCO-C™ Chief Customer Officer – Certified™ is a trademark of C-Suite Institute™ in the USA and internationally and fully protected under International Trademark and Copyrights Treaties and Laws among nations

CCO-C™ CHIEF CUSTOMER OFFICER™ CERTIFICATION REQUIREMENTS:

The CCO-C™ Chief Customer Officer – Certified™ credential certification consists of 4 modules delivered over five days

MODULE 1: FOUNDATIONAL

 (a) Executive Leadership, (b) Executive Strategy & Policy, (c) Executive Decision Making, (d) Executive Oversight, (e) Executive Transparency (f) Executive Accountability, (g) Executive Planning & Execution, (h) Executive Accounting, Finance & Budgeting, (i) Executive Project Management & Project Control Strategy & Planning, (j) Executive Problem Solving

MODULE 2: CORE

 (a) Leading & Managing People, (b) Leading & Managing Change, (c) Leading & Managing Goals & Priorities, (d) Leading & Managing Communications, (e) Leading & Managing Culture & Cultural Dynamics, (f) Leading & Managing Negotiations (g) Leading & Managing Organizational Politics (h) Leading & Managing Innovation & Technology (i) Leading & Managing Customers & Suppliers (j) Leading & Managing Competitive Advantage, (k) Leading & Managing Risks & Uncertainty (l) Leading & Managing Quality (j) Leading & Managing Crisis (m) Leading & Managing Conflicts

(n) Managing & Controlling Waste, Fraud, Abuse, Neglect & Negligence (o) Implementing Management Controls & Use of Efficient and Effective Control Processes (p) Leading & Managing Claims & Disputes (q) Developing, Training, & Retaining Talent & High Performance teams (r) Integrity and Honesty

MODULE 3: FUNCTIONAL SPECIALIZATION/EXPERTISE

Advanced Customer Topics: Role of the Chief Customer Officer (CCO); Setting CCO Strategy and mission-vision; Customer centric mindset and vison; Understanding Customer Relationships; Understanding Superior Customer Service & Quality; Managing the Customer Lifecycle – Customer Acquisition; Managing the Customer Lifecycle – Customer Retention; Customer Portfolio Management; Delivering Customer Experienced Value; Managing Customer Experience; Planning your CRM; CRM Automation; CRM Database Development; Managing & Implementing CRM Projects successfully; CRM & Social media; Improving Quality of Customer Service Delivery; ISO 9001 Standards for Quality; Total Quality Management concepts; Quality Management gurus

MODULE 4: APPLIED/PRACTICALS –

•  Develop ‘My CCO-C Strategy & Execution Play Book™’

To fulfill the CCO – C™ Chief Customer Officer – Certified™ executive credential certification requirements, all participants must attend and complete all Modules 1, 2, 3 & 4 over five days and complete all the exercises in Module 4.

All Participants will receive their CCO – C™ Chief Customer Officer – Certified™ executive certification on Day 5

There are no examinations given. The CCO – C™ certification program is given in the English language only

Who Should Apply

All C-Suite Executives, Vice Presidents, Chief Customer Officers (CCOs), Departmental Heads, CCOs, CEOs, CFOs, CMOs, CTOs, CIOs, Customer Service Leaders and Managers, Customer Services Directors, Senior Project Managers, Senior Managers, Managers, Project Managers, Project Control Officers (PCOs), Project Engineers and Senior Engineers at all levels who work in the Executive Customer focused and Customer services leadership related functions and positions.

CCO-C™ – INDUSTRIES SERVED & WHERE WE WORK:

CCO-C™ Chief Customer Officer – Certified™ s wok in all major Industries and Governments. Examples are: Management Consulting; Transportation, Defense, HealthCare, Utilities, Energy & Nuclear Power, Oil & Gas; Telecommunications, Information Technology; Computer, Security, Heavy Construction; Aerospace; Aviation; Banking

 TRADEMARKS:

CCO-C™ Chief Customer Officer – Certified™ is a trademark of C-Suite Institute™ in the USA and internationally and fully protected under International Trademark and Copyrights Treaties and Laws among nations

Participant Mix

PAST PARTICIPANTS

The CCO-C™ executive certification program has been strategically designed for executives who manage technical professionals. Past participants have included:
• CCOs (Chief Customer Officers); CEOs, CFOs, COOs, CTOs, CIOs, CMOs
• Chief Technologists
• Directors of R&D and engineering
• Engineering and manufacturing VPs
• Corporate strategists
• Head scientists
• Project managers
• Systems information managers
• Product development managers
• Experienced individual contributors and staff professionals
• Vice presidents of engineering, manufacturing, and technology
• Directors of project, program or service management
• Product, service and business development
• Engineering and R&D program managers
• Chief project engineers
• Product design and process development engineers
• Technology strategists
• Project leaders
• Other key members of technical leadership and management

Some of the Organizations that our Alumni have worked at include the following:

The Governments of Brazil, Canada, France, Germany, Italy, Japan, Kosovo, Malawi, Mauritius, Nigeria, Sierra Leone, South Africa, Switzerland, UK, USA and Zambia.

Sub-national governments
• Federal Ministry of Finance, Ghana
• Fukushima Prefecture
• Lagos State Government
• National Treasury of South Africa
• Office of the Attorney General, Bahamas
• U.S. Agency for International Development; United Nations agencies & European Union organizations
• Council of the European Union
• European Commission
• International Atomic Energy Agency
• UNICEF
• United Nations, Department of Economic and Social Affairs
• United Nations Development Group
• Food and Agriculture Organization of the United Nations

Intergovernmental Agencies
• European Commission
• International Finance Corporation
• International Fund for Agricultural Development
• International Labor Organisation
• World Health Organization

Charities and NGOs
• ActionAid
• CARE International
• Concern Worldwide
• Farm Africa
• Global Alliance for Improved Nutrition
• Habitat for Humanity International
• International Crisis Group
• International Federation of the Red Cross
• Oxfam International
• Plan International
• Rainforest Alliance
• Save the Children International
• Tearfund
• WaterAid
• World Vision International

Central Banks & Financial Organizations
• African Development Bank
• AIG
• Asian Development Bank
• Banco de Mozambique
• Bank of Canada
• Bank of Japan
• Citigroup
• European Central Bank
• IMF
• Inter-American Development Bank
• JP Morgan
• National Bank of Abu Dhabi
• PricewaterhouseCoopers
• Rand Merchant Bank
• Reserve Bank of Vanuatu
• Standard Chartered Bank
• World Bank
• World Trade Organization

Energy, mining & manufacturing companies
• BP
• Ford Motor Company
• GlaxoSmithKline
• Nigerian National Petroleum Corporation
• Mitsui & Co
• Proctor and Gamble

Media & Telecoms companies
• BBC World Service
• Thomson Reuters
• Verizon
• Vodafone

TRADEMARKS:
CCO-C™ Chief Customer Officer – Certified™ is a trademark of C-Suite Institute™ in the USA and internationally and fully protected under International Trademark and Copyrights Treaties and Laws among nations

Role of The Chief Customer Officer (CCO)

What is a ‘Chief Customer Officer – CCO’

A chief customer officer (CCO) is an executive who is responsible for the management of an organization’s customer service relationship development and total customer experience.

ROLE OF CCO – FROM WIKIPEDIA

A chief customer officer (CCO) is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position is relatively new addition in the CxO hallway,[clarification needed] and was developed to provide a single vision across all methods of customer contact. The CCO is often responsible for influencing corporate activities of customer relations in the call centre, sales, marketing, user interface, finance (billing), fulfillment and post-sale support. The CCO typically reports to the chief executive officer, and is potentially a member of the board of directors.
Chief Customer Officers may be known by many titles; however, according to the Chief Customer Officer Council, the CCO is properly defined as “an executive who provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability.”
Today’s customer requires access in many forms of media to meet their preferences and lifestyle, such as traditional voice agent, outsourced/offshored voice agent, automated voice (interactive voice response or IVR), Email, traditional mail, web chat, web collaboration, web co-browse, text, point of presence (PoP) such as sales register or kiosk, faxes, etc.
A consistent customer experience across all methods of access is required by customers, who often choose to change vendors if they do not get the support they require to meet their expectations.
A 2010 study by the Chief Customer Officer Council documented that there are approximately 450 executives worldwide with the CCO title or having comparable authority and responsibilities under a different title. While growing from fewer than 30 in 2003, CCOs are the newest, and by far the smallest, component of the C-suite. With an average tenure of just 29 months, the chief customer officer has the shortest lifespan among all C-suite executives.[1]
Because the CCO role is still so new, there is as yet no executive MBA program or even a Harvard Business Review treatise about becoming a CCO. Jeanne Bliss, who was the Chief Customer Officer for Lands’ End, Microsoft, Mazda, Coldwell Banker and Allstate Corporations has written a book called Chief Customer Officer that she wrote as a field guide, based on her twenty five years’ experience in the role.
While not a requirement that the CCO be a board-level position, to be effective, the Chief Customer Officer Council advises that the CCO must be one of the senior-most executives of the company. Chief Customer Officers typically report directly to the CEO, although there are some exceptions.
A 2009 study of over 860 corporate executives revealed that companies that had increased their investment in customer experience management over the previous three years reported higher customer referral rates and customer satisfaction (Strativity Group, 2009).[2]
References[edit]
^ Chief Customer Officer Council (2015), The 2014 CCO Council Chief Customer Officer Study, Predictive Consulting Group, Inc.
^ Strativity Group (2009), 2009 Global Customer Experience Management Benchmark Study, Strativity Group, Inc.
Further reading[edit]
Bingham, Curtis, founder and executive director of the Chief Customer Officer Council. Classifying Chief Customer Officers
Bliss, Jeanne. Chief Customer Officer: Getting Past Lip Service to Passionate Action.
Schumpeter, “The magic of good service”, The Economist, 22 September 2012 [1]
www.ccocoach.com Blog by Jeanne Bliss that provides learning from work in coaching CCOs into their positions since 2006
External links[edit]
“What does it take to be a chief customer officer?”, The Telegraph, 28 March 2017
“Why Your Company Needs A Chief Customer Officer”, Forbes, 12 October 2016

–CULLED FROM WIKIPEDIA

Our Faculty

ALL THE C-SUITE INSTITUTE™ INSTRUCTORS:

(1) Have Graduate Degrees and Master Of Science (MS) Degrees in Finance, Economics, Project Management or MS Degree in Engineering (Electrical, Civil, Computer, Mechanical, Aeronautical, Software), Or Computer Science Or Technology Management or Information Systems Technology Or Master of Business Administration (MBA); or Phd or DSc in related field
(2) Have Over Fifteen Years of Executive Management Experience in Industry Or Government Or Both;
(3) Have Taught or Teach In Graduate Degree Programs In Accredited Universities in the USA and abroad

TRADEMARKS:

CCO-C™ Chief Customer Officer – Certified™ is a trademark of C-Suite Institute™ in the USA and internationally and fully protected under International Trademark and Copyrights Treaties and Laws among nations