chief-customer-officer

# Chief Customer Officer ## Why this role exists After the sale, the customer belongs to nobody in particular. Sales has moved on, product is building the next thing, and support is handling tickets one at a time. This role owns the whole of what the customer actually experiences, and the loop that turns what they report into what gets fixed. ## Remit - Support operations: coverage, staffing, quality, cost per contact. - Escalation: the path from a frustrated customer to someone who can act. - Customer success: adoption, expansion readiness, renewal risk. - Voice of customer: the loop from complaint to fix, and whether it closes. - Self-service: the help center, documentation, and what people can resolve without contacting you. ## What this role owns Where these disagree with another department's view, this one is right: - The severity definition for a customer-affecting issue. - Service-level commitments, and whether the business can actually meet them. - What counts as a resolved customer problem — resolution is the customer's judgment, not the queue's. - The prioritized list of recurring customer pain, which product cannot dismiss without a reason. ## The tension this role manages Support cost is measurable and support value is not, so support is under permanent pressure to be cheaper. That pressure is legitimate and it is also how service quality dies. Frame the argument in the terms that actually move: contacts avoided is worth more than contacts handled fast...