Skip to content
FREE SHIPPING ON ALL DOMESTIC ORDERS $35+
FREE SHIPPING ON ALL US ORDERS $35+
The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success - Paperback | Diverse Reads

The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success

Availability:
in stock, ready to be shipped
Save 9% Save 9%
$22.95
$22.95 - $22.95
$22.95
$20.99
$20.99 - $20.99
$20.99

Stand aside, we're coming through!

That's the cry of a new generation of technology vendors. They have a new approach to enabling success for their customers. And they're thriving as a result.

These vendors all have subscription pricing at the heart of their business. Each has learned that if customers don't feel they've had success, recurring revenue doesn't grow and may even decline.

What makes them different? They have absolute clarity about what the customer considers success to be. And they've built their business around enabling that success. They know it's the outcomes for the customer that count. They're all members of the Outcome Generation.

This book shows how to join the Outcome Generation. You'll learn how to leverage true customer success at every stage of the customer lifecycle. For existing customers, you'll learn how to engage customer executives at the start of the buying cycle--and often create a buying cycle.

You'll learn how to increase new business (new logo) sales by employing the third generation of technology sales--selling outcomes. And exactly what type of outcome to sell. Using the third-generation approach, you'll create greater emotional connections, differentiate from the competition and win more business.

You'll also learn how to evolve Services and Support to focus on enabling true customer success, and how that's producing great references.

And Marketing will have a whole new way of attracting attention, creating interest and engaging prospects.

Most vendors have evolved past solution-selling and its approaches to marketing, sales, services and support. The Outcome Generation shows how to align the whole business around a common theme--enabling outcomes the customers regard as success. And why that allows vendors to thrive! Buy the book now and join the Outcome Generation.

ISBN-13: 9780648216100

Media Type: Paperback

Publisher: Outcome Leaders

Publication Date: 08-23-2018

Pages: 198

Product Dimensions: 6.14(w) x 9.21(h) x 0.45(d)

Paul has been an evangelist on outcomes for over a decade. And with outcomes as the theme, he's written two books and developed a program for each book. Located in Sydney, Australia, Paul is now an author, speaker and consultant. Before this, he was the senior vice president of Asia-Pacific for an enterprise software company. He led 200 people in nine countries supporting 800 enterprise customers. His experience working across the region led to two insights on outcomes. First, many organisations struggled to make their strategies work. He saw two problems. The organisations launched strategies without first developing execution capability. And they didn't coordinate implementation activities across departments. He realised a focus on internal outcomes would address these problems. He coined the phrase 'execution outcomes'. And wrote his first book, 'The Chief Capability Officer - Delivering the Capability to Execute'. During this time, he had a related article, 'The Three Sins of ERP in Manufacturing', published in Industry Week. The second insight he gained - technology vendors weren't enabling outcomes the customers regarded as success. He decided his Asia Pacific team would do more to ensure the customers' success. So, he and his team pioneered an outcomes-based approach to customer engagement. They designed and ran the program across the entire Asia Pacific region. Paul and his team learnt what worked and what didn't work. Having run the outcomes program for more than five years, he realised his experience could help other technology vendors. He also realised the nascent customer success movement provided a great vehicle for enabling these outcomes. He spent over a year researching customer success. He then blended that research and his own experience to develop the Generation 3 Customer Success program and write his second book - The Outcome Generation - How a New Generation of Technology Vendors Thrive through True Customer Success. You can learn more about both programs and their associated programs at www.outcomeleaders.com.

Table of Contents

Testimonials iii Introduction 1 Part 1 The Outcome Generation and Customer Success 5 Section 1 — Customer Success and Other Challenges 7 Section 2 — Three Generations of Customer Success 17 Section 3 — Success Outcomes 27 Part 2 DEEP Engagement 39 Section 1 — Framework for Customer Success 41 Section 2 — Ideal Customers 49 Section 3 — Ideal Customer Lifecycle 53 Section 4 — DEEP Engagement Principles 60 Section 5 — Success Consulting 67 Section 6 — Customer Success Is Pervasive 70 Section 7 — Customer Success Measurement 74 Section 8 — Bridging the Outcome Gap 80 Part 3 New Business Sales 85 How Generations 1 and 2 Sell New Business Deals 88 New Business Deals Have Changed 90 Generation 3 Vendors Sell the Dream 92 Part 4 Generation 3 Customer Loyalty 99 Part 5 Implementing Generation 3 Customer Success 111 Step 1 — Define the Success Outcome 114 Step 2 — Define the To-be State 121 Step 3 — Analyse Execution Capability 122 Step 4 — Develop an Implementation Plan 125 Step 5 — Staged Rollout 132 Step 6 — Develop a Generation 3 Growth Plan 135 Part 6 Generation 3 Growth Planning 139 BEND Growth Model 142 Growth Categories 146 Choosing What to Do 161 Part 7 Generation 3 Marketing 165 Leveraging Generation 3 167 Conclusion 173 End Words 177 Next Steps 179 Acknowledgements 180 About the Author 183 Bibliography 185 Table of Figures 187