Define

Eliminate the Guesswork from Creating Customer Value

Define the outcomes that drive measurable value for your customers and provide a foundation for your customer success strategy.

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Our Process

Define Success from Foundation Forward

Profile

Profile

Identify the strategic goals that your ideal customers want to achieve, as well as the jobs that your target users perform.

Map

Map

Link the functions and value enablers of your solution to your ideal customers’ goals and jobs. At the intersection of these four dimensions, prescriptive and value-based outcomes are defined to build your customer success strategy.

Strategize

Strategize

Finalize the foundation of your customer success strategy by defining the activities that you and your customers must complete to enable the customers to achieve each value-based outcome.

Defining the outcomes that create recurring measurable value for your customers is the foundation on which your customer success strategy is built.

With this foundation defined, your customer success strategy can now be operationalized into data-driven and technology-enabled playbooks.

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