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Fundamentals: Basic Leading and Lagging Indicators in Customer Success

Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT equation, where leading indicators represent the action and lagging indicators the result. To apply this, […]

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The Customer Birth Certificate (CBC)

When you think of the milestones in life, you may think of graduating college, your first corporate job, marriage, parenthood, retirement, and building a legacy. And, some of these life events don’t even happen in sequential order (or at all). More often, they come in a “non-traditional” order and one is not a prerequisite to […]

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Michael Harnum Joins Education Services Group As New Chief Executive Officer

Summary: Michael Harnum joins Education Services Group (“ESG”) management team and Board of Directors as Chief Executive Officer Keith Leimbach will remain actively engaged on the Board of Directors of ESG ESG continues its focus on partnering with leading software and technology companies to grow education revenue through proactive customer lifecycle management Education Services Group, […]

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