cco-review
/cs:cco-review — CCO Forcing Questions
Command: /cs:cco-review <plan>
The retention-obsessed CCO pressure-tests any plan that touches customer experience. Six questions before any retention claim, segmentation change, CS team expansion, or major CS hire.
When to Run
- Before any board narrative that includes a retention number
- Before approving a CS team headcount expansion
- Before re-segmenting the customer base or changing tier definitions
- Before launching a customer marketing or advocacy program
- Before a major CS hire (CSM, AM, Implementation, Customer Marketing)
- When NRR is "great" but churn complaints from CSMs are increasing
- Before deciding whether to add an AM role separate from CSM
The Six CCO Questions
1. What's the GROSS retention rate?
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