Top Metrics for a Chief Customer Officer

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.