Common Customer Success terms that every CSM must know
Desired Outcome
The Desired Outcome is the end goal/business objective customer wants to achieve using the product/service. There could be multiple ways to hit the goal, however, customers prefer the best experience. The Customer experience begins the moment a customer visits your website, signs up for trial, purchases the product and starts using the service.
The customer doesn’t purchase the product to use certain features. There is an objective, business challenges and pain points which he wants to solve. Each customer has different success metrics. It’s essential to understand the business use case to deliver the value.
When you know what success means to a customer, what are his KPI’s, how is success measured in his organization then you can deliver the value at the earliest. You can make the customer successful by helping him achieve the Desired Goal
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