Step 1 – Why Outcomes?
Help key people in your business understand why they should adopt an outcome-based approach to engaging with customers.
Step 2 – Learn the Fundamentals of Outcome-based Customer Success
In Step 2, you’ll learn the fundamentals of Outcome-based Customer Success. The video-based course covers two main topics.
- The Outcome Structure
- The role of the core outcome your business enables – the Success Outcome
- The smaller outcomes that contribute to achievement of the Success Outcome – Contributing Outcomes
- The elements required to achieve any business outcome
- The Outcome Lifecyle
- How you work with customers to enable outcomes
- Based on an engagement model called DEEP Engagement
Outcome Structure Workshop – What You Enable for Your Customers. A workshop to define your Outcome Structure – the Success Outcome and Contributing Outcomes you help customers achieve. This is a half-day facilitated workshop, broken into 2 or 3 shorter sessions. It can be done now or at the start of Step 3.
Step 3 – Develop a Plan for Your Outcome Pilot
You’ll design an Outcome Program for your business. Through a series of facilitated workshops, you’ll develop a tailored approach to enabling outcomes for your customers.
Facilitated workshops include
- Workshops to help prepare for your program
- Outcome Structure Workshop – define your Outcome Structure (if not already run)
- Program Setup Workshop – define the scope, objectives and leadership of your program
- Preparation Workshop – ensure understanding of fundamentals, establish personas and focus segment
- Outcome Workshop – the key workshop – design your tailored Outcome Program
Step 4 – Prepare for and Run Your Pilot
You’ll do the preparation needed to launch your Outcome Program. We recommend a pilot approach initially.
Through a series of facilitated workshops, you’ll ensure you’re ready to launch.
Facilitated workshops include
- Execution Capability – a plan for training and tools needed
- Outcome Bundles – a way to package your outcome offering so it’s more like a product
- Outcome Measures
- Change Management
- Revenue Creation – more detail
- Outcome-based Services Projects
- Establishing the repeating cycle of engagement
You’ll decide which of these workshops make sense for your company as you design your tailored program.