ABOUT THIS EPISODE
Dave "CAC" Kellogg and Ray "Growth" Rike discuss the top metrics for a Chief Customer Officer to use presenting to the board and to report to the executive team when the CCO has responsibility for: 1) Customer Success; 2) Professional Services and; 3) Customer Support
- Net Revenue Retention
- Gross Revenue Retention
- Customer Health Score
- Billable PS Revenue
- Billable Utilization
- Gross Margin
- Cases per Agent
- Post Case Closed CSAT
- Deflections
Those these are the high level metrics for a CCO, each function will have more detailed lagging and leading indicator metrics that Dave and Ray will cover in subsequent episodes of SaaS Talk with the Metrics Brothers.
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English
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