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

Center for Services Leadership

January 28, 2015

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!