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Lagging and leading elements are used to track and measure as key performance indicators (KPIs). Lagging indicators reflect past performance, while leading indicators predict future performance. Together, they provide a comprehensive view of an organization’s progress towards its goals34.

The expected outcomes of the customer onboard stage include identifying stakeholders who will be involved in or affected by the implementation of the solution, and defining the business outcomes along with the Key Performance Indicators (KPIs) that will be used to measure success. These steps are crucial for setting clear expectations and for tracking progress towards achieving the desired results. References: Cisco Customer Success Manager documentation, which outlines the onboarding process and the importance of stakeholder engagement and outcome definition.

When new company leadership is considering a competitor’s solution, it is important to hold an executive briefing to evaluate the risks associated with the proposed solution. This action allows for a strategic discussion on the implications of switching solutions and ensures that the leadership is fully informed about the potential impact on the company’s operations and goals. References: Cisco Customer Success Manager documentation1.