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

Henderson, Paul J

Softcover

ISBN 10: 0648216101 ISBN 13: 9780648216100

Publisher: Outcome Leaders, 2018

Synopsis

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.

About this title

About the Author

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.

Review

Generation 3 Customer Success is documented common sense--and it makes sense. It can be implemented simply or can be the foundation to drive a deep customer success culture.

Ronnie Altit, Chief Executive Officer, Insentra Group

Paul has managed to distil much of what we now think we know about customer success and how critical it is to vendor success. This should be required learning for aspiring sales leaders so they can deliver better outcomes.

Mark Pretty, Managing Partner Global Technology, Odgers Berndtson

Subscription pricing and recurring revenue are changing the technology landscape. The power has moved back to customers. If customers don't feel successful, the vendor's revenue suffers. Paul shows vendors how to turn this change to their advantage.

Matthew Michalewicz, CEO, Complexica

Customer success outcomes are proven and easy to implement. We've used the approach (with a different name) for five-plus years, with great financial results (highest services profitability ever) and high customer satisfaction.

Peace Chen, VP Asia Pacific Services, QAD

This is a timely book that illustrates how a customer's success is intrinsic to a vendor's success. Paul unpacks a best-practice framework for achieving benefit in an evolving field.

Daniel Pettman, CIO, BaptistCare

I had the privilege of working with Paul for five years, during which the program outlined in the book was employed. This business-results and outcomes-based customer engagement approach echoes very well with both existing and new customers.

Jay Cao, VP Greater China, QAD

Paul has done a great job highlighting a major shift in IT vendors' behaviour to drive for success outcomes. He's documented this in a recognisable, straight-forward and pragmatic framework. It's a must-read for IT executives.

Stefan de Haar, SVP Asia Pacific, QAD

Customer Success is an emerging concept, but many companies have made the connection it is essential to survive and thrive. This book will help those who want to understand how customer success and customer outcomes work, and people seeking practical guidance on how to implement successfully.

Tanya Graham, CDO, Australian government agency

Edition details

• Publisher: Outcome Leaders
• Publication date: 2018
• ISBN 10: 0648216101
• ISBN 13: 9780648216100
• Binding: Paperback
• Language: English
• Number of pages: 198