business KPIs that define progress to the Business Outcome

sales KPIs for revenue generation

IT services KPIs for operations

OPEX KPIs that define the operational costs of the company

Tell the customer a new solution will soon be available

Carefully tell the customer to get more people to use your product

Re-assess the customer’s business process and outline the capability of the solution

Show the customer a comparison of the solution versus the competition

KPIs

Stakeholder Map

RACI

Health Index Report

data, health score, intuition

conversation, data, health score

intuition, observation, data

observation, conversation, data

To provide awareness of the value achieved by the customer’s purchased solution

To establish KPI’s that measure the success of your company’s business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

customer's return on investment

known and unknown features of our product and solutions

customer's reduction of risk

outcomes customers are trying to achieve

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

onboarding

deployment

utilization

purchase

comparison of the marketing description of what a product does to the customer’s experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

milestones

key performance indicators

metrics

benchmarks

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.

Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

KPI that will be improved by the new product solution

current existing products that are being displaced by the solution

current configuration guide of the product solution

product use case that will achieve the desired outcome

The customer has a high probability to renew and will include an expanded opportunity

The customer’s usage is too low to correctly measure the chance of their retention

The customer has increased usage, which shows a strong indicator of renewal

The customer’s usage has seen a recent decline and the chance of them churning will be higher