Medium-Large Customer Success Departments

You’ll learn about and then design an Outcome Program tailored to your business.

We’ll help you select from the options in each of the four steps shown here.

Income from Outcomes

You have a strong Customer Success team. While churn minimisation and product adoption will always be important, you’re ready to focus on enabling business outcomes for customers. Or you’re already working on outcomes and want to move to the next level.

You know that Customer Success must create revenue. Not just renewals, but Expansion revenue (Upsell and Cross-sell). But you don’t want the team becoming ‘product salespeople’. You want customer outcomes to be the central focus of your team.

Outcome-based Customer Success provides the framework you need to enable customer outcomes and generate Expansion revenue. It’s ideal for bringing your Customer Success team together around a single focus. And it will reinforce your position as a strategic leader in your company.

Start by watching the free videos in Step 1 or contact us to discuss your program.

1 Understand the Benefits
Free videos

Introduction

Success Outcomes

Benefits

Watch the Free Videos

2 Learn the Fundamentals
Education Videos

Outcome Structure

Outcome Lifecycle

Applying Your Outcome Structure

Additional Planning – Outcome Lifecycle

3 Design Your Outcome Program
Facilitated Workshops

Define Your Outcome Structure (half-day)

Program Setup (half-day)
Scope, governance, leadership, project management

Program Preparation (half-day)
– Confirm fundamentals, personas, segment for pilot

Outcome Workshop (2 days)
– Design your Outcome Program

Contact Us to Discuss Your Program

4 Prepare for and
Launch the Pilot
Facilitated Workshops and Training

Execution Capability

Outcome Bundles

Outcome Measures

Change Management

Outcome Conversations

Revenue Creation
(Detailed Plan)

Outcome-based Services Projects

Continuous Improvement Cycle