Outcomes > Adoption
As a leader in customer success, a critical aspect of the role is to comprehend and emphasize our customers' outcomes. This understanding is pivotal in constructing a robust customer success program. It goes beyond simply understanding what our product does; it's about understanding how our customers can exploit our product to meet their unique goals and objectives.
Embarking on the journey to create a successful customer success program commences with thorough research and discovery. This process forms the bedrock of our comprehension of customer needs and should not be underestimated. At this juncture, we must ask ourselves essential questions about the use cases:
What are the prevalent use cases?
Which of these use cases offer the most value to our customers?
What procedures are necessary to attain success in these scenarios?
What are the primary outcomes customers can anticipate from these use cases?
How can we link these outcomes to a Return on Investment (ROI)?
How can we streamline the process for customers to accomplish these use cases?
Acquiring a profound understanding of the top use cases is beneficial not only for us but also for our customers. This knowledge enables us to provide our customers with better guidance and actionable recommendations. It equips us to help customers exploit our product to its maximum potential, ensuring they achieve their desired outcomes.
This understanding is also advantageous for our sales team. Armed with this information, they can concentrate on these use cases during the sales cycle, aligning their pitches to illustrate how our product can meet the specific needs of potential customers, making outcomes the selling point rather than just product adoption.
Additionally, our product team can glean valuable insights from this process. The data collected can be used to refine and improve the customer journey towards these use cases, rendering our product more user-friendly and attuned to our customers' needs.
Documenting the best practices for achieving these use cases can be a valuable resource for both our team and our customers. It facilitates alignment within the team and provides a reference for customers, assisting them on their journey to success. It's akin to creating a roadmap that helps customers chart their path to success with our product.
Creating a customer success program requires commitment, research, and a deep understanding of our customers' needs. It's not a task that can be achieved overnight, but rather, it's an ongoing process that evolves as we gain more insight into our customers. By focusing on their key use cases and outcomes rather than general product adoption, we can develop a program that genuinely assists our customers in achieving their goals, thereby ensuring not only their success but ours as well.
