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Top Metrics for a Chief Customer Officer

with the Metrics Brothers

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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