| name | cco-review |
| description | /cs:cco-review <plan> — Retention-obsessed Chief Customer Officer interrogation of any plan that touches customer retention, segmentation, CS team sizing, or CS team hiring. Use when gross retention is slipping, before approving CSM headcount, or when deciding which customer segments to keep or fire. |
/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?
Not NRR. Gross. NRR can hide a leaky bucket behind expansion.
- GRR healthy ≥ 90% at growth stage, ≥ 95% at scale
- If GRR < 85% but NRR > 100%, the product is failing for 15%+ of customers; expansion is masking the failure
- Run
retention_decomposition_analyzer.py
2. What's the #1 reason customers leave?
If you can't name it, you don't understand churn.
- 7-category taxonomy: product_fit / competitor_loss / no_value_realized / pricing / champion_left / company_event / tactical_failure
- Preventable churn = product_fit + no_value_realized + tactical_failure
- If preventable > 50%, CS has clear leverage; if < 30%, churn is structural (ICP, market, competition)
