Being "Outcome Driven" is the latest buzzword in CS so we wanted to get a bit more tactical and tangible with that topic for the audience.
We'd love to hear a few examples of....
Any examples you can share of this loop?
Jeff,I see "outcomes" as another way to say "ROI": if you achieve the desired customer outcome, you deliver ROI. Of your four bullet points, the key ongoing challenge is the fourth one, "ultimately how you quantify the impact".There is still work to be done in ensuring that outcomes are tied to a business need e.g. "our solution will accomplish your goal of standardizing frontline training". Not good enough. Second-level questions must be asked to understand the business impact of standardized frontline training. Then, you have something to measure that delivers tangible ROI.Quantifying the impact continues to be a big miss. Why? Because a baseline is never established. Whatever ways your solution solves business problems, you need to be very clear on business impact - how does your product help the customer make money, save money, or decrease pain and frustration (ties back to save money)? Once everyone is clear on why the customer bought and how our solution will impact the business, partner with the customer to baseline the current state. Take a snapshot of the business KPIs today so you have something to measure against tomorrow. Your sponsor will do this work because tangible ROI seals the renewal.
Reading my response from last night I was somewhat flippant. While I'm frustrated I will also acknowledge this really isn't easy.
It's not easy because firstly we're asking our CSMs to do something different, secondly our own companies may not be set up to do this well (outcomes based approach has to be a company wide approach not just a CS one) and finally, our customers may not be prepared for this.