How to design your business to deliver better customer outcomes | ZDNet

Which more strongly correlates with results for your organization: Customer Outcomes or Customer Experiences? Redefine Customer Success.

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Once you create alignment with your key stakeholders about the answers to these questions, the next four plays with a question prompt to consider are:

Which organizational silos could you break down using customer outcomes as a catalyst? Correlate Customer Experiences with Customer Outcomes.

What is the best measure of your customer relationship health? As you evolve your definition of who your customer is and how you define customer success, evolve your metrics as well. This may mean a shift away from Net Promoter Score (NPS) toward Time To Value (TTV).

How can you move at the speed of customer relevance? Innovating a new future requires organizational agility. What’s one process step you can remove to enable your customer facing teams to become more agile?

Are you co-creating with your customers? What would it mean to your organization if you could collaborate with your customers to design the outcomes you aspire to achieve together?

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Businesses must continue to measure effort and progress and the journey towards earning your customer’s future business starts with measuring and reporting outcomes to all stakeholders.

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Posted on December 30, 2020