← 返回 Skills 市场

CCO / Chief Customer Officer

Name: CCO / Chief Customer Officer
Author: ivangdavila

作者 Iván · GitHub ↗ · v1.0.2

linuxdarwinwin32 ⚠ suspicious

644

总下载

当前安装

版本数

在 OpenClaw 中安装

/install cco

功能描述

Lead customer success with retention strategies, health scoring, expansion revenue, and lifecycle management.

使用说明 (SKILL.md)

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 \x3Cslug> 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

安全使用建议

This skill is an instruction-only CCO advisor and appears coherent with its description. Before installing, consider: 1) The skill will create and use a local file at ~/cco/memory.md to store customer success metrics — review what you store there and avoid placing sensitive customer PII or credentials in that file. 2) The skill can be set to 'proactive' during setup; explicitly decline proactive activation if you don't want the agent to autonomously flag customer health or engage without each human confirmation. 3) If you later connect this guidance to real systems (CRM, analytics, CS platforms), those integrations will require separate credentials — only grant them when you trust the integration and understand the access scope. 4) Because this is instruction-only, there is no external code being installed, but the agent will write files locally as part of normal operation; ensure your environment's file-access policies meet your security requirements.

功能分析

Type: OpenClaw Skill Name: cco Version: 1.0.2 The skill bundle is classified as suspicious due to the explicit instruction in `memory-template.md` for the AI agent to execute shell commands (`mkdir -p ~/cco` and `touch ~/cco/memory.md`). While these specific commands are benign and intended for setup, the direct execution of shell commands from a markdown file by the agent represents a shell injection vulnerability. There is no clear evidence of malicious intent such as data exfiltration or persistence, but the presence of this risky capability warrants a 'suspicious' classification.

能力评估

✓ Purpose & Capability

Name/description (Chief Customer Officer guidance) matches the content: playbooks, health scoring, retention, expansion, and templates. No unrelated binaries, env vars, or external credentials are requested.

ℹ Instruction Scope

Runtime instructions reference creating and using a local memory file (~/cco/memory.md) and multiple guidance documents. This is within scope for a CCO skill, but it does direct the agent to write/read local files (the memory template) — i.e., it will persist customer-related data locally.

✓ Install Mechanism

No install spec or code is included (instruction-only). No downloads or archives; nothing will be written to disk by an installer beyond what the agent itself does when following the instructions.

✓ Credentials

No environment variables, credentials, or config paths are required. The skill mentions integrations (e.g., Gainsight, Salesforce) but does not request access to those credentials — proportionate to an advisory/template skill.

ℹ Persistence & Privilege

The skill persists a memory file in the user's home directory (~/cco/memory.md) to track CS metrics and priorities. always is false and autonomous invocation is not disabled; the setup explicitly asks the user whether to activate proactively, which is appropriate but users should confirm the activation choice.

如何使用

确保已安装 OpenClaw（本地或 Docker 部署）
在对话框中输入安装命令：/install cco
安装完成后，直接呼叫该 Skill 的名称或使用 /cco 触发
根据 Skill 的参数说明提供必要输入，即可获得结构化输出

版本历史

v1.0.2

Added setup flow and memory persistence for tracking CS metrics and priorities.

v1.0.1

Added Core Rules structure and customer success leadership frameworks.

v1.0.0

Initial release

元数据

Slug cco

版本 1.0.2

许可证 —

累计安装 1

当前安装数 1

历史版本数 3

常见问题