Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.

During the first customer engagement, capturing the customer's desired outcomes is essential. This information helps in understanding the customer's expectations and goals, which guides the subsequent actions and strategies for customer success. References: Cisco Customer Success Manager documentation

One way that we can deliver value to this individual is by sharing industry best practices around the use of our solution set as well as benchmark data on how their organization is performing versus industry peers.

Communication with customer executives should focus on the return on investment and the time to value, as these objectives are typically top priorities for executive-level stakeholders. References: Executive communication guidelines that prioritize value demonstration and alignment with leadership objectives.