A rich dialogue with MetaCX Co-Founder and Chief Customer Officer, Dave Duke, on the methodology and guiding principles behind Business Outcome Management. The conversation begins with historical context of the rise of SaaS and the consequences for Customer Success in the subscription economy. Dave and I then discuss being “customer first” as a core principle, which propels us deeper into how Customer Success organizations can apply the Business Outcome Management Methodology and the impacts other areas of the business may experience.
“Business Outcome Management has the potential to be a core competency of CS…. There’s been this power shift that continues to strengthen, and if we’re going to challenge our organizations, our customer success teams, to really focus on this business outcome that the customer needs to achieve or wants to achieve then we really need to think about how we’re setting our teams up for success.” – Dave Duke