When your Customer Success and Services teams are brought into a new opportunity the most common challenge, they face is not understanding what the customer is trying to achieve. They know what the customer has bought, but they don’t know why. This leads to wasted time and delays the process of value realization. Here’s how Outcome Chains helps:
- Understand What Was Discussed In The Sales Process
- Documented Customer Priorities For Every New Customer
- Defined Success Metrics & Measures Before Engagement
- More Standard Deals Based On A Prescriptive CS Playbook
- Standard Method For Value Realization Tracking & QBRs
- Easier To Engage With Senior DM’s Based On Understanding Priorities
- Better Alignment And Engagement With Delivery Partners
- More Account Growth Opportunities Identified By CS
Outcome Chains are used by account executives, sales specialists, services professionals and customer success managers across the customer lifecycle. The most popular use cases for Outcome Chains are:
- Account Planning – account teams use the Outcome Chain to build a “perspective” of what they believe matters most to the customer; this is based on existing account and industry knowledge. This perspective is then shared with the customer and this is validated and prioritized as part of an engaging dialogue. This collaborative approach is proven to result in more identified opportunities and a better appreciation of the suppliers’ value.
- Opportunity Discovery – when a new opportunity is identified, either proactively or via an RFP, the account executive uses an Outcome Chain to quickly and easily identify what the customer is looking to achieve. Through an insight-led, outcome-based dialogue the account team will be better able to articulate their value proposition, and ensure that the solution they position is designed specifically to address what matters most to the individual stakeholders.
- Customer Success – ideally, each opportunity that is moved to “Closed Won” will have an Outcome Chain attached to the opportunity record. In those cases where this isn’t available the CSM can use an Outcome Chain as part of the onboarding process. The completed Outcome Chain then becomes the plan of record for all subsequent customer success engagement to make sure that there is a sustained focus on the outcome priorities.