In the insightful words of Greg McKeown on productivity, he states “It is not solely about getting more tasks done; it's about channeling efforts into getting the right things done.” This resonates profoundly in the context of operationalizing outcomes, where the focus shifts from sheer activity to strategic value creation.
This article discusses a framework for operationalizing your customer success (CS) outcomes and delves into four essential principles to achieve impactful results.
How to Maximize Value with our Framework for Success
Evaluate the Current State of Customer Success To kickstart your journey, start by conducting a thorough assessment of your CS organization. This involves analyzing your customer journey map, aligning it with your business objectives, and identifying areas for improvement. Engage with your CS team and other relevant departments to gather insights into potential challenges and obstacles hindering your customer success vision. By understanding your current state comprehensively, you'll be better equipped to develop a successful framework for the future. Remember, having a solid CS Charter in place is paramount to guiding your efforts effectively and ensuring alignment with organizational goals.
Identify Your Initial Priorities Once you pinpoint areas requiring attention, ensure that your key operational priorities are aligned with your CS Charter. Then, as you tackle these tasks, consider identifying some easily achievable "low-hanging fruit" or initiatives that promise significant impact with minimal obstacles. Demonstrating early successes within a specific timeframe, like the initial 90 days, is crucial. These quick wins can serve as catalysts for broader success, laying the groundwork for ongoing enhancements within your CS organization.
Make Plans to Operationalize & Connect Outcomes To operationalize and connect outcomes, a structured approach is important. Begin by outlining the “Ws”. The "Ws" include: • the 'what' – your identified initiatives • the 'why' – the potential impact of each initiative • the 'how,' – a clear and efficient workflow for implementing these initiatives Then, document your initiatives and your “Ws” in a release strategy. This written roadmap is important because it helps you build trust and foster adoption in your team by clearly communicating the purpose and benefits of the changes that are happening in your organization. This release strategy should be clear and transparent to all team members, with a calendar that outlines a timeline of the proposed changes.
Share your Plans & Impact As your release strategy and other planning materials take shape, establish a centralized repository to serve as a knowledge hub for these critical documents. Centralizing information ensures that all team members have convenient access to details about upcoming initiatives. Additionally, set up a regular communication cadence with your team to provide proactive updates, clarifying the rationale behind each initiative, the expected timeline, stakeholders involved, and the potential impact on both team members and the organization as a whole. Furthermore, identify and empower champions within your team who can adeptly communicate your plans to others. These change advocates can share their successes, diversifying your communication strategy and amplifying its impact.
When it comes to operationalizing outcomes, success is not just measured by tasks completed but by the tangible value created. By consistently applying these principles and adapting to evolving circumstances, you can navigate the complexities of operational excellence, ensuring that your actions are propelling your CS organization forward.
The author, Kate Griffin, is VP of Professional Services with nCloud Integrators, an industry leader in Gainsight implementation, Gainsight administration, and customer success strategy with a track record of improving customer journeys at hundreds of organizations every year.
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