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? **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) ### 3. What's the median ...