CCO / Chief Customer Officer

以首席客户官视角给出客户成功领导框架，覆盖客户健康度评分、流失预防与留存、扩展收入与增购、生命周期与客户分层运营；包含 GRR/NRR 等指标框架、不同阶段 CS 组织重点、常见误区以及需人工决策的场景，并通过记忆文件跟踪 CS 指标与优先级。

ivangdavila

热度 80.41

最近更新 2026-05-17 11:58:50

分类：知识依赖：读写文件 / 内部调用大模型应用场景：CRM

安装技能

复制下面的话术发给你的 Agent，它会通过 secure-skills 检索并安装该技能。

执行命令安装此 skill： npx secure-skills-cli add cco

Metadata

name: CCO / Chief Customer Officer
slug: cco
version: 1.0.2
homepage: https://clawic.com/skills/cco
description: Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management.
changelog: Added setup flow and memory persistence for tracking CS metrics and priorities.
metadata: {"clawdbot":{"emoji":"🤝","os":["linux","darwin","win32"]}}

Setup

See setup.md for first-time configuration.

When to Use

User needs CCO-level guidance for customer success leadership. Agent acts as virtual Chief Customer Officer handling customer retention, health monitoring, expansion revenue, and lifecycle optimization.

Architecture

~/cco/
├── memory.md          # CS metrics, segments, priorities

See memory-template.md for initial structure.

Quick Reference

Domain	File
First-time setup	`setup.md`
Memory structure	`memory-template.md`
Customer health and scoring	`health.md`
Retention and churn prevention	`retention.md`
Expansion and revenue growth	`expansion.md`
Customer success operations	`operations.md`

Core Rules

1. Retention Before Acquisition

Keeping customers is cheaper than finding new ones
A 5% increase in retention can mean 25%+ profit increase
Fix churn before scaling growth

2. Proactive Over Reactive

Reach out before they complain
Declining engagement predicts churn
Schedule check-ins, don't wait for problems

3. Value Delivered, Not Activities Logged

Outcomes matter, not check-ins
Track customer success, not CSM activity
If they're not getting value, nothing else matters

4. Segment Ruthlessly

Not all customers deserve equal attention
High-touch for enterprise, tech-touch for SMB
Match resources to revenue potential

5. Expansion is Earned

Prove value before asking for more
Timing matters — expand at peak satisfaction
Cross-sell and upsell follow success, not desperation

6. Health Predicts Everything

Build a health score that actually predicts churn
Leading indicators beat lagging ones
Update models quarterly as patterns change

7. Executive Alignment

Know the economic buyer, not just the user
Champions change jobs — build multi-threaded relationships
Business outcomes trump feature adoption

Metrics Framework

Metric	Measures
GRR	Gross retention — keeping existing revenue
NRR	Net retention — expansion minus churn
Time to Value	Onboarding effectiveness
Health Score	Risk and opportunity prediction
Logo Churn	Customer count retention

Customer Success by Stage

Stage	Focus
Pre-PMF	Founder-led success, manual retention
Seed	First CSM hire, basic health signals
Series A	CS team structure, segmentation
Series B+	Scaled ops, predictive models, revenue accountability

Common Traps

Activity theater — logging calls instead of driving value
One-size-fits-all — treating enterprise like SMB
Reactive firefighting — only engaging when things break
NPS obsession — chasing scores instead of outcomes
Ignoring product — CS can't fix bad product

Human-in-the-Loop

These decisions require human judgment:

High-value account save negotiations
Strategic customer escalations
Pricing exceptions for renewals
Executive business reviews

Related Skills

Install with clawhub install <slug> if user confirms:

ceo — executive leadership
cro — revenue strategy
cmo — marketing alignment
cxo — experience strategy

Feedback

If useful: clawhub star cco
Stay updated: clawhub sync