CCO Metrics: How to Convince the C-Suite
CCO Metrics: How to Convince the C-Suite
CCO Metrics: How to Convince the C-Suite
CCO Metrics: How to Convince the C-Suite
Gemma Cipriani-Espineira, Chief Customer Officer at Chili Piper discusses which metrics matter most to the C-Suite.
Gemma Cipriani-Espineira, Chief Customer Officer at Chili Piper discusses which metrics matter most to the C-Suite.
Gemma Cipriani-Espineira, Chief Customer Officer at Chili Piper discusses which metrics matter most to the C-Suite.
Metrics are critical in customer success—especially when reporting to the C-Suite. But what does leadership want to know? What are the metrics that really matter?
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about which metrics are important, and how to report them correctly.
Gemma Cipriani-Espineira is an award-winning software executive—building and leading global customer teams with a focus on driving retention, product adoption, and customer advocacy. She believes that customer success is the fastest path to sustainable growth, and is passionate about getting customer success a seat at the table.
Gemma’s career in customer success has led her all the way to becoming the CCO at Chili Piper. And while there has definitely been an increase in the understanding of the role and responsibilities of a CCO, the position is still relatively new within the customer success space. So how does Gemma's define what a CCO does?
“As a Chief Customer Officer, I'm effectively the owner of the customer journey. So, I have to be the glue...[setting] expectations and setting people up for success.”
Gemma Cipriani-Espineira
Head of Digital Success
Atlassian
Metrics are critical in customer success—especially when reporting to the C-Suite. But what does leadership want to know? What are the metrics that really matter?
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about which metrics are important, and how to report them correctly.
Gemma Cipriani-Espineira is an award-winning software executive—building and leading global customer teams with a focus on driving retention, product adoption, and customer advocacy. She believes that customer success is the fastest path to sustainable growth, and is passionate about getting customer success a seat at the table.
Gemma’s career in customer success has led her all the way to becoming the CCO at Chili Piper. And while there has definitely been an increase in the understanding of the role and responsibilities of a CCO, the position is still relatively new within the customer success space. So how does Gemma's define what a CCO does?
“As a Chief Customer Officer, I'm effectively the owner of the customer journey. So, I have to be the glue...[setting] expectations and setting people up for success.”
Gemma Cipriani-Espineira
Head of Digital Success
Atlassian
Metrics are critical in customer success—especially when reporting to the C-Suite. But what does leadership want to know? What are the metrics that really matter?
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about which metrics are important, and how to report them correctly.
Gemma Cipriani-Espineira is an award-winning software executive—building and leading global customer teams with a focus on driving retention, product adoption, and customer advocacy. She believes that customer success is the fastest path to sustainable growth, and is passionate about getting customer success a seat at the table.
Gemma’s career in customer success has led her all the way to becoming the CCO at Chili Piper. And while there has definitely been an increase in the understanding of the role and responsibilities of a CCO, the position is still relatively new within the customer success space. So how does Gemma's define what a CCO does?
“As a Chief Customer Officer, I'm effectively the owner of the customer journey. So, I have to be the glue...[setting] expectations and setting people up for success.”
Gemma Cipriani-Espineira
Head of Digital Success
Atlassian
And the CCO comes with a lot of responsibilities – including tasks such as analyzing metrics and reporting back to the board. But which metrics really matter to the board?
“The most important number is net revenue retention (NRR). Because it is the truest indicator of the product providing value. People are not gonna stay with you and increase their spend if they don't see value in your product.”
Gemma Cipriani-Espineira
Head of Digital Success
Atlassian
And the CCO comes with a lot of responsibilities – including tasks such as analyzing metrics and reporting back to the board. But which metrics really matter to the board?
“The most important number is net revenue retention (NRR). Because it is the truest indicator of the product providing value. People are not gonna stay with you and increase their spend if they don't see value in your product.”
Gemma Cipriani-Espineira
Head of Digital Success
Atlassian
And the CCO comes with a lot of responsibilities – including tasks such as analyzing metrics and reporting back to the board. But which metrics really matter to the board?
“The most important number is net revenue retention (NRR). Because it is the truest indicator of the product providing value. People are not gonna stay with you and increase their spend if they don't see value in your product.”
Gemma Cipriani-Espineira
Head of Digital Success
Atlassian
Listen now to the full conversation with Gemma and Anika to learn more about what metrics are important as a CCO and how to report on them.
Listen now to the full conversation with Gemma and Anika to learn more about what metrics are important as a CCO and how to report on them.
Listen now to the full conversation with Gemma and Anika to learn more about what metrics are important as a CCO and how to report on them.
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