| What is it about? | How technology vendors thrive by implementing true customer success programs |
| Who should read it? | Information technology vendors and partners, as well as their corporate and enterprise customers |
| Why is this book important? | In this book, Paul not only explains how the definition of success has progressed from delivering scope to delivering tangible, measurable business results - he provides an actionable framework to achieve a success oriented business |
Over the last decade or so, many technology vendors have made significant investments in Customer Success Management Teams, but the definition of customer success varies from vendor to vendor. In his book "The Outcome Generation", Paul starts by clearly defining the three generations of success definitions: Generation 1 is the delivery of the features. Generation 2 - and you have solved a problem. Generation 3, the current generation, you provide value (measurable value that you would not achieve without the solution implemented as it is). This third generation of success, the Outcome Generation, for the first time looks at the actual benefits the solution is going to bring - far beyond the actual delivered software.
In this book, Paul describes the DEEP Engagement framework (Develop, Execute, Evaluate, Prosper) to systematise the outcome thinking and enablement at deep in the technology vendor's processes and culture. Customer Success Management is not a "job-title", not a role, but an integrated and collaborative process within the vendor, in deep collaboration with the customer (and implementation partners where applicable). For technology vendors with a customer success team, this is a must read, as it describes what customer success is, and how to set up a framework to deliver this - as well as how it translates in long term customer loyalty and profitability. For implementation partners and system integrators, the principles laid out in this book are the foundation to cement an ongoing relationship that adds value to the end-customer as well as the technology vendors. And finally, a corporate technology consumer, whether planning a new solution implementation, in the middle of an ongoing implementation, or evaluating the success of delivered programs, will have tremendous value applying the principles laid out in this book. For more information on the program, visit the Outcome Leaders' website. Click on the book's image to purchase.