Gemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-Suite
The Customer Success Channel
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Is the Board Deck a Good Way to Go?
A lot of people highlight lagging leading indicators in customer success or just across the board, whether in marketing sales, etc. We look at that and we obsess, we call it our score card, which is activities and leading indicators as well as the lagging outcomes. When it comes to the board, the North Star metric, let's say, is NRL. I need a very good understanding of the activities and the indicators that are driving that number"
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