Leading vs Lagging Indicators for Customer Success and Retention Teams
Track the leading metrics that let your team prevent churn instead of just reporting it.
Priya Venkatesan
Senior Staff Writer
Priya Venkatesan
Priya spent eight years embedded in enterprise data teams at mid-size SaaS companies before turning to full-time journalism, giving her an unusually operational perspective on how analytics functions actually run day to day. She focuses on the organizational and cultural side of data work, covering how companies build data literacy programs and align analytics output to business decisions.
8 stories
Why Self-Serve Analytics Breaks Down in Practice
Teams skip the semantic layer that stops conflicting numbers from spreading.
Priya Venkatesan
Defining the Right Metrics for a Support Operations Team
Most support teams track metrics that don't actually help them make decisions.
Priya Venkatesan
Incentive Structures That Reinforce Data-Driven Behavior
Most companies have the tools but not the habits; incentives can bridge that gap.
Priya Venkatesan
Data Theater vs Genuine Data Culture
Most organizations have the dashboards but lack the connective tissue between data and decisions.
Priya Venkatesan
Data Literacy Gaps by Department in Mid-Size Companies
Sales, marketing, and ops each struggle with different data skills their tools can't teach.
Priya Venkatesan
Why Data Democratization Efforts Stall at Mid-Size Companies
Most mid-size companies' self-serve data tools sit unused while request queues grow.
Priya Venkatesan
When Different Teams Report Different Numbers for the Same Metric
Each team's number is usually correct, just answering a different question.
Priya Venkatesan