Execution Capability
Ensuring the ability to execute strategies – before they fail!
Coordinating the efforts of HR, IT Process and Partner people in implementing strategies.
Generation 3 Customer Success
Loyal Revenue Growth for IT Vendors
Both Programs Utilise Success Outcomes
What are Success Outcomes?
Whenever people buy a product or service, there’s an outcome they want to achieve
In Business,
There are two types of customer outcomes.
Product outcomes
– the direct benefit of using your products or services
Success outcomes
– what the customer really wants to achieve; what the customer considers to be success
Success Outcomes create a new To-Be state and have an emotional connection for the customer.
To illustrate…
What the customer bought
Drill bit
Product outcome
Hole in the wall
Success Outcome
Picture on the wall
Imagine a restaurant
Product outcome
The restaurant serves great
food. The product outcome is
customers feeling full
and enjoying a great taste
Success Outcome
What the customers want is
a great time socialising with
friends or family. The food
is only part of the success
outcome.