Value Realization - A Customer Success Mantra

Cost Benefit Analysis

ROI

NPV

Utilization

Product Adoption

Only measures that matter are the ones agreed to with the

customer at project initiation

CS function utilizes these measures to help customers achieve value realization

Value Realization

SuccessfulBusiness

Outcomes

CSMs - Not only a customer advocate but a driver towards realizing & communicating value for the customer

Need to determine perceived value for the

customer

Ask customer questions during the onboarding

process

Measure value & recalibrate on a regular

basis

Constantly communicate value & benefits

Measure perceived value when stakeholders

change

Value Definition

Value Delivery

Value Realization

Value Validation

Value defined during the sales process, with the promised ROI

Value delivered through implementation, integration, training, help content & support

The customer “AHA” moment

User confirms the value received & vendor gains approval from the larger organization

Time from contract signing to Go Live

(in weeks or months)

Time to Live (TTL)

Time from contract signing to (X)% adoption

(in weeks or months)

Time to Value (TTV)

SaaS systems need to be inherently plug-and-play, with minimal time to implement systems

A low TTL & TTV benefit both customer & SaaS service provider

CSMs need:To proactively create value for the customer

A deeper understanding of customers’ challenges & set out delivery to meet those challenges

Customer Value Realization is about

Delivering on established business outcomes

Consistent customer communication with metrics,

at the right time & through the right medium