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The Path to Outcome-based Customer Success (common structure for each…
The Path to Outcome-based Customer Success
Selling OCS
Internally
to customers
success outcome framework (the jigsaw puzzle)
heroes and heroines program
The Pathway
CS-led
Learn the fundamentals of OCS
Develop a Plan for a Pilot
What has to be ready internally
getting agreement of customers
agreeing a collaboration path
ideal lifecycle
Develop your ideal customer lifecycle 'hypothesis'
Customer journey
outcomecycle
engagement cycle for one segment
metrics for achieving each outcome
optional - CX for each step
optional - Customer feedback for each step
Develop phase is second time around - repeating cycle
Decide who does what
IF CS only at this stage, define what CS can do
If CS and other departments, agree who does what in the pilot
Develop your Success Outcome
test it with customers
What is the role of CS
product adoption to outcomes
owning the lifecycle
creating expansion revenue (not just renewals)
vendor maturity model - use depth of engagement structure - does this fit here?
Why OCS?
whats in it for the vendor overall
what's in it for CS
department
level 3
individuals in CS
what's in it for the customer
business results
heroes and heroines
what does OCS look like when you get there - to-be state
Run the Pilot
Decide what's next
engage other departments
which departments
selling OCS to other departments
CS-only
next segment to focus on
develop a plan for phase 2
develop your success outcome framework - the jigsaw puzzle and how to measure the state. SOS or Success Outcome index for each vendor (one for each SO ie each line of business)
hero and heroine program
what creates heroes in your customers
results, how to measure, who needs to know in the customer
what will CS do to make this happen
why do this - benefits to vendor
convince your boss to support OCS
Company-wide
same process, all departments involved
PSPSP
how to execute each step in a 'typical' ideal cycle
high touch segment
low touch
tech touch segment
automation and how to do it
Quick Wins
outcome conversations with customers
success outcome score (for your company's SO)
customers to self-assess
paid study and report
use success framework
hero and heroine program
win executive access
accreditation process
Studied and passed the test
developed peer reviewed plans
implemented the plans (with customer feedback??)
mentor (helping others) with OCS
Group coaching
How often
kpi blockbuster model
my role vs other people's involvement
bundle into the course or separate
Tools and methodologies
content to teach CS staff (CS leader goes through train the trainer)
how to
develop an SO framework like QAD's KPI framework
common structure for each course
what is it
why do it - the poutcome or objective
how to do it
test knowledge
implement - how to use it