Value Realization Best Practices for Customer Success Management

Learn how to determine a customer’s required outcomes and measure activities and outputs to prove the value of your solution in helping to attain those outcomes.

1. Understanding Customer Value

• Overview of understanding customer value
• Promised and anticipated value
• Determining the value generated
• Value is not always the same
• Consultative questioning
• Selecting key performance indicators (KPIs)

2. Helping the Customer to Attain and Measure Value

• Problems with value realization
• Measuring progress
• Steps in the performance management process
• Defining the outcome requirements and KPIs
• If stakeholders don't know or cannot agree what they want