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The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success
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.
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.
- GenresBusiness
221 pages, Kindle Edition
Published August 23, 2018
34 people are currently reading
117 people want to read
About the author
Paul Henderson
155 books1 followerLibrarian Note:
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There is more than one author in the Goodreads database with this name.
This profile may contain books from multiple authors of this name.
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Displaying 1 - 2 of 2 reviews
January 26, 2021
This was a dense book. Even though just under 200 pages, I have two pages of notes and ideas in my microscopic handwriting.
I like how the author lays out the different generation of vendors: From Generation 1, which is focused on selling features; to Generation 2, which is focused on solving current problems; to Generation 3, which is focused on enabling successful future outcomes. (And yes, there is a clear distinction for anyone who wants to quibble that solutions are outcomes!) It’s here where I probably got the most from his ideas, as we want to focus on this potential future and build loyalty rather than simply retain customers because of high switching costs.
A lot of the book focuses on Customer Success as an extension of Sales, though. Of course, I recognize that better outcomes for the customer result in retention and upsells, but I am of the opinion that selling doesn’t fall under the purview of CS. Meeting revenue quotas affect decisions made by the CS Team, and that can have a negative impact on trust. This is where the book had less value, unless you work in an organization in which CS becomes responsible for upsells and cross-sells.
I like how the author lays out the different generation of vendors: From Generation 1, which is focused on selling features; to Generation 2, which is focused on solving current problems; to Generation 3, which is focused on enabling successful future outcomes. (And yes, there is a clear distinction for anyone who wants to quibble that solutions are outcomes!) It’s here where I probably got the most from his ideas, as we want to focus on this potential future and build loyalty rather than simply retain customers because of high switching costs.
A lot of the book focuses on Customer Success as an extension of Sales, though. Of course, I recognize that better outcomes for the customer result in retention and upsells, but I am of the opinion that selling doesn’t fall under the purview of CS. Meeting revenue quotas affect decisions made by the CS Team, and that can have a negative impact on trust. This is where the book had less value, unless you work in an organization in which CS becomes responsible for upsells and cross-sells.
August 4, 2024
Outlines how to run a Customer Success department in an cohesive and opinionated manner. It presents a unique perspective centered around “success outcomes” that I had not heard of elsewhere. Great book for setting up or evaluating a customer success team in an organization.
Displaying 1 - 2 of 2 reviews