Customer Success

People Who Bought It and Must Make It Work

Customer
Whoever inside the organisation must roll out what was bought
Context
Accountable for the outcome of a decision someone else signed

The Jobs of whoever must turn a contract into something that actually runs, inside an organisation where nobody was given time for it.

5 Jobs

  1. 01When the company has bought a system, I want people to actually use it, so the investment does not become an annual invoice for something idle.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  2. 02When I have used a system for a year, I want to know whether I am using it properly, so I am not paying for parts I have never touched.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  3. 03When a system problem stops the company, I want support immediately, so I am not sitting between people who cannot work and a provider who has not replied.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  4. 04When a provider no longer fits, I want to be able to move, so the organisation is not locked into a decision made years ago.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  5. 05When renewal comes, I want to show the system earns its keep, so it is not cut simply because nobody measured what it does.5 Pains · 5 Desired Outcomes · 5 Existing Solutions