From the course: Value Realization Best Practices for Customer Success Management

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Defining the outcome requirements and KPIs

Defining the outcome requirements and KPIs

From the course: Value Realization Best Practices for Customer Success Management

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Defining the outcome requirements and KPIs

(piano music) - So what are the outcome requirements? The outcome requirements are a documented and agreed definition of the value that needs to be created by the customers initiative. Note that the definition needs to be agreed, by which I mean, not only that you and the SPL have agreed it, but that there is a consensus within the customers key stakeholder group that the definition is correct. Note also that it is a definition for the value. This definition can also be thought of as a prediction for what will happen if all goes well. In other words, it is aspirational, and it inevitably is talking about the requirements for what the customer will get back in the future for the efforts they put in from now until that future date arrives. So, let's be clear, straight away, that the outcome requirements provide a model. It's not reality itself, rather, it is a model of reality. It will not be, or at least, let's say…

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