Developing Your Product Roadmap to Drive Growth
Your Success Outcome (the core business outcome you help customers achieve) provides an excellent lens through which to examine new products and services you can develop or new markets you can attack. The approach produces alignment across all departments on the what should be developed and the prioritisation in your product raodmap. It eliminates ad-hoc decisions on new features and functions and helps focus R&D/ product Development on items that will make a big difference to your business. You'll use a model known as BEND Growth.
Measuring Outcomes
You'll establish the measures you and your customer will jointly use to track how well the Success Outcome and Contributing Outcomes are achieved and improved - Facilitated Workshop, half-day in total.
Outcome Conversations
You'll learn how to explain your Outcome Program, develop a short message describing how you help customers, learn how to turn conversations into outcome conversations and a structure for customer meetings - Facilitated Workshop, half-day in total.
Creating Outcome Bundles
You'll learn how to develop bundles of products, services, tools, guides, methodologies to help your customers achieve each Contributing Outcome - Facilitated Workshop, 1 day in total.
Develop Execution Capability
You'll develop a detailed plan for the preparation needed to launch your Outcome Program - Facilitated Workshop, 2 days in total.
Collaborative Relationship with Customers
You'll develop an Outcome-based Customer Lifecycle with an engagement program for high-touch customers. This will form the foundation of a repeating cycle of engagement driven by continuous improvement of the outcomes you enable - Faciltated Workshop, 1.5 days in total.
Outcome-based Professional Services Projects
You create reference accounts for your Outcome Program by delivering real and measurable business outcomes from each project. In this workshop, you'll review your current implementation methodology and adapt it to support your Outcome Program - Facilitated Workshop, half-day in total.
Create Expansion Revenue and Increase Retention
You'll learn how to apply your Outcome Structure, some specialist outcome techniques and a process called Escalating Engagement. The objective is to increase both retention and expansion revenue. You'll develop an approach for high-touch and tech-touch customers - Facilitated Workshop - 2 days in total.
Step 4 – Prepare for and Launch Your Pilot – Prosper Phase Workshop
You'll learn how to use the Esaclating Engagement model to establish a repeating cycle of engagement with customers, driven by continuous improvement of the outcomes you enable - Facilitated Workshop, 2 hours in total.
Step 4 – Prepare for and Launch Your Pilot – Outcome-based Services Projects Workshop
You create reference accounts for your Outcome Program by delivering real and measurable business outcomes from each project. In this workshop, you'll review your current implementation methodology and adapt it to support your Outcome Program - Facilitated Workshop, half-day in total.
Step 4 – Prepare for and Launch Your Pilot – Revenue Creation (Expansion) Workshop
You'll learn how to use your Outcome Program to create expansion revenue (upsell and cross-sell) using a process called Escalating Engagement. You'll develop an approach for high-touch and tech-touch customers - Facilitated Workshop - 1 day in total.
Step 4 – Prepare for and Launch Your Pilot – Outcome Conversations Workshop
You'll learn how to explain your Outcome Program, develop a short message describing how you help customers, learn how to turn conversations into outcome conversations and a structure for customer meetings - Facilitated Workshop, half-day in total.
Step 4 – Prepare for and Launch Your Pilot – Change Management Workshop
Establish a simple change management process using a template provided, including key messages, timing and nature of staff communication, measurement and tracking of results - Facilitated Workshop - 2 hours total
Step 4 – Prepare for and Launch Your Pilot – Measure Outcomes Workshop
You'll establish the measures you and your customer will jointly use to track how well the Success Outcome and Contributing Outcomes are achieved and improved - Facilitated Workshop, half-day in total.
Step 4 – Prepare for and Launch Your Pilot – Outcome Bundle Workshop
You'll learn how to develop bundles of products, services, tools, guides, methodologies to help your customers achieve each Contributing Outcome - Facilitated Workshop, 1 day in total.
Step 4 – Prepare for and Launch Your Pilot – Execution Capability Workshop
You'll identify any changes in processes, systems, people skills, partners and supporting elements (policies, reporting etc) needed to run your Outcome Pilot, then develop a plan for addressing any gaps- Facilitated Workshop, 1 day in total.
Step 4 – Prepare for and Launch Your Pilot – Package of All Workshops and Training
This series of workshops will take the plan you've developed for your Outcome Program and turn it into reality - Facilitated Workshops, 6 days in total.
Step 3b – Plan Your Outcome Program
You'll develop an Outcome Program tailored to your business covering the whole customer lifecycle - Facilitated Workshop, 2 days in total.
Step 3a – Plan the Setup of Your Outcome Program
You'll establish the scope of your program, its leadership and governance, how the project will be managed, the segment and personas you'll focus on and ensure everyone involved has a common understanding of Outcome-based Customer Success - Facilitated Workshops, 1 day in total.
Step 2 – Learn the Fundamentals of Outcome-based Customer Success
Video-based tuition. You'll learn about Outcome Structures (the business outcomes you enable for your customers), Outcome-based Customer Lifecycles (how you and your customers will work together to enable outcomes) and how to apply both concepts.
Step 1 – Understand the Benefits of An Outcome Approach
A quick introduction to Outcome-based Customer Success and its benefits.