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The CFO and customer service.(Memo to the CFO)(Chief financial officers): An article from: New Hampshire Business Review [HTML] [Digital]

by Tim Althof

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Excerpt. © Reprinted by permission. All rights reserved.

It is not always a natural act for the chief financial officer to have direct contact with customers, except perhaps as part of negotiations or contract discussions. In this environment, customer satisfaction feedback reaching the CFO is indirect at best. Many issues can be lost in translation or their implications not fully appreciated.

This gap of customer contact with the CFO represents one of the most significant lost opportunities for the company. When the CFO listens directly to the voice of the customer, it opens an opportunity to reshape policy and set in motion improvements in business processes and systems that enhance customer experience and satisfaction.


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