What is the difference between a Product and a Success Outcome, and why should you distill everything down to the one success outcome that makes your line of business unique?
These are some of the questions Tom asked the Outcomes Guy, Speaker and Author, Paul Henderson in this important interview for value and customer success leaders. He had a lot to share on the subject.
Here are just a few favorite take aways…
Why are outcomes so much more important today than they were just a year or two ago?
“You know, I think the most significant change that we’ve seen is move to subscription pricing. That has put the power back in the hands of customers. Now, if customers don’t feel successful, they can cancel. And that’s different. You know, even just five, 10 years ago, customer spent most of what they were going to spend in the first three years upfront. So, if a customer wasn’t happy, a vendor didn’t lose much money, at least not in the short term. Now, the first renewal, if that’s 12 months out, after 12 months you can lose the lot. So, customers better feel successful…
The success outcome won’t be achieved If the product outcome isn’t delivered. But you can’t stop when you’ve got the product outcome. You’ve got to make sure the success outcome is achieved.”
Paul’s one parting piece of advice: “Be crystal clear about the core outcome that you create for your customer and build everything that you do around that one core thing.”
Click here to hear the full episode! https://open.spotify.com/episode/7m1aZIdDF2eo6JftDYpdcO
Be clear about the core thing, people!
Keep evolving, EVOLVERS!
Until next time…
#businessoutcomes #valueselling #valueacceleration #valuemanagement
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