What is an outcome?
“something that follows as a result or consequence” (per Webster’s)
It’s the way a situation turns out.
The end state.
Our customers are looking for positive outcomes.
Not in adoption of our products, but in the *business results* our products help generate.
It takes a deliberate and consultative approach to align with customers on their goals and how to measure them.
(this is why I think of CSM as a consultant, not sales or support).
We use a two-part system for laying out goals.
First the objective. For example:
I want to improve my health by lowering my blood pressure.
As measured by:
Reduce my blood pressure from X to Y by July 31, 2020.
It’s a “SMART” goal:
Specific
Measurable
Attainable
Relevant
Timebound
Then we need to identify the activities that will produce this outcome. Leading indicators. For example:
Exercise for 45 mins / day, 4 days per week
Eat 10 servings of fruit and vegetables per day
Reduce carb intake by 50% per day
We have a goal, a strategy for achieving it, and ways to measure the outcome and activities that influence it.
Are you using a similar approach with your customers? If so, how has it changed their outcomes, and your relationship with them?👇
