The Metrics Brothers (fka SaaS Talk) Top Metrics for a Chief Customer Officer
Feb 10, 2024
22:37
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.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.