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Outcome Leaders

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15.01.2022 Thought of the day.. #CS #outcomeleaders #outcomes #customercentric #CSM

15.01.2022 What is a Useful Business Outcome? The purpose of enabling a business outcome for customers is to increase our retention and our expansion revenue. It's great for the customer, and it also needs to be great for us. But I see almost anything resulting from an action we take described as a business outcome. Which gets confusing. And trivialises the term 'business outcome'. I'd like to offer some thoughts and a possible definition of 'business outcome'.... First - an outcome creates a new to-be state or end-state. For example, if you eat a hamburger, your end-state changes from hungry to full. Second - in business, to be truly useful, an outcome must be ongoing. A one-off benefit doesn't help the customer next year. So, it doesn't help us with retention and expansion next year. Third - the end-state must be something higher management in the customer would recognise as a success. It should result in our customer-champion being seen as a hero or heroine. If higher management might say "I don't care.", it's not a great business outcome. So, a definition of a useful business outcome: 'An ongoing business result higher management of a customer regards as a success.' What do you think? #CS #outcomeleaders #outcomes #customercentric #CSM #incomefromoutcomes

05.01.2022 What Do Outcome Programs Need to Create Revenue? From a vendor’s perspective, the central purpose of an outcome program should be to grow revenue and profit. That’s achieved by creating measurable improvements in the customers’ businesses. The customers’ success leads them to spend more with the vendor. The vendor then works to create even more success for the customer. And the customers continue to grow their spend with the vendor. It’s a virtuous circle. Lots of tech vendor...s have outcome programs underway. And there’s an interesting phenomenon emerging. Every company is running their outcome program in a different way. But are there some elements which every outcome program must have to create revenue and profit? Must the lead generation element of the program begin with an outcomes message? Does the sales cycle have to dominated by an outcome focus? How important is creating outcome references? What are your thoughts? Are there core elements that should be part of every outcome program? If so, what are they? #CS #outcomeleaders #outcomes #customercentric #CSM #incomefromoutcomes