html5reset November, 2017

MANAGING CUSTOMER OUTCOMES, SUCCESS, AND VALUE IN THE XAAS CUSTOMER LIFECYCLE


With any subscription XaaS business, it is important that Customer Success Teams as well as Sales Teams are using the same language when discussing their shared customer – if nothing else to ensure a smooth handoff and transition during the customer lifecycle. For instance, sales teams are expected to sell “value” and/or customer “outcomes” while customer success teams are charged with delivering… well, customer “success”.

Are these terms effectively synonyms describing the same concept, or are they very different? In truth they are neither, but rather are intimately intertwined as they describe the customer’s viewpoint depending on where we are in the customer lifecycle.

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