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When customer service needs fixing, bring in the CIO

Stephanie Overby | Sept. 29, 2011
Companies are turning to CIOs to lead customer-facing functions because of their expertise with business processes, enterprise data and social media

The dual role doesn't work everywhere. "Industries with traditionally strong marketing groups are less likely to see CIOs with shared responsibility for customer-facing functions," says Nigel Fenwick, vice president and principal analyst with Forrester Research. And CIOs without business experience are more likely to struggle with the urgency of customer interactions. But the most important job requirement may be enthusiasm. "It is a challenge," says Goodman. "CIOs have to ask themselves if they really have the passion for it."


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