How to be a leader on lagging metrics

2 min read

Almost every company wants to be “data led”. But how do you do it?

The first step is identifying what indicators are leading (i.e. telling you are on the right track), and which are lagging (i.e. telling you about what’s already happened).

So, we are excited to present our expert session with Jay Nathan, Co-Founder of Gain Grow Retain, Ryanne Laredo, Chief Customer Officer at Smartly, and Kerry Cunningham, Product Marketer at 6sense who will take a closer look at leading and lagging indicators in, and around, Customer Success.

Watch the session to learn:

  1. Understanding leading and lagging indicators

  2. How a lagging indicator for one department can be a leading indicator for another

  3. Communicating these indicators up and down your organization

  4. And much more..


Christian Jakenfelds has had multiple different customer facing roles. He joined Tessian as one of their first CSMs and this is where he saw how CS is the engine for growth in SaaS businesses. He now works with Planhat in the UK market and has been named in the top 25 CS Influencers in 2021.


Jay Nathan is the Chief Customer Officer at Higher Logic and a Co-Founder of the Gain Grow Retain Community, a CS leadership community of over 8,000 leaders. Jay has spent several years in different functional leadership roles in which he has developed a methodology for building, scaling, and operating customer-centered organizations.

Ryanne Laredo is the Chief Customer Officer at Smartly and committed to customers while supporting the company’s U.S growth and leadership in enterprise advertising technology. She’s also the co-founder of AdTech Cares, and founding member of Chief.

Kerry Cunningham has more than 25 years of experience in B2B demand generation and management, spanning a broad array of industries and markets. Kerry has been a thought leader in the design and implementation of demand marketing processes, technologies and teams for a wide array of B2B products, solutions and services.

Download to watch the full video now.

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