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The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success Paperback – 21 Aug 2018


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Review

Generation 3 Customer Success is documented common sense—and it makes sense. It can be implemented simply or can be the foundation to drive a deep customer success culture.

Ronnie Altit, Chief Executive Officer, Insentra Group

Paul has managed to distil much of what we now think we know about customer success and how critical it is to vendor success. This should be required learning for aspiring sales leaders so they can deliver better outcomes.

Mark Pretty, Managing Partner Global Technology, Odgers Berndtson

Subscription pricing and recurring revenue are changing the technology landscape. The power has moved back to customers. If customers don't feel successful, the vendor's revenue suffers. Paul shows vendors how to turn this change to their advantage.

Matthew Michalewicz, CEO, Complexica

Customer success outcomes are proven and easy to implement. We've used the approach (with a different name) for five-plus years, with great financial results (highest services profitability ever) and high customer satisfaction.

Peace Chen, VP Asia Pacific Services, QAD

This is a timely book that illustrates how a customer’s success is intrinsic to a vendor’s success. Paul unpacks a best-practice framework for achieving benefit in an evolving field.

Daniel Pettman, CIO, BaptistCare

I had the privilege of working with Paul for five years, during which the program outlined in the book was employed. This business-results and outcomes-based customer engagement approach echoes very well with both existing and new customers.

Jay Cao, VP Greater China, QAD

Paul has done a great job highlighting a major shift in IT vendors' behaviour to drive for success outcomes. He’s documented this in a recognisable, straight-forward and pragmatic framework. It’s a must-read for IT executives.

Stefan de Haar, SVP Asia Pacific, QAD

Customer Success is an emerging concept, but many companies have made the connection it is essential to survive and thrive. This book will help those who want to understand how customer success and customer outcomes work, and people seeking practical guidance on how to implement successfully.

Tanya Graham, CDO, Australian government agency

About the Author

Paul has been an evangelist on outcomes for over a decade. And with outcomes as the theme, he's written two books and developed a program for each book. Located in Sydney, Australia, Paul is now an author, speaker and consultant. Before this, he was the senior vice president of Asia-Pacific for an enterprise software company. He led 200 people in nine countries supporting 800 enterprise customers. His experience working across the region led to two insights on outcomes. First, many organisations struggled to make their strategies work. He saw two problems. The organisations launched strategies without first developing execution capability. And they didn't coordinate implementation activities across departments. He realised a focus on internal outcomes would address these problems. He coined the phrase 'execution outcomes'. And wrote his first book, 'The Chief Capability Officer - Delivering the Capability to Execute'. During this time, he had a related article, 'The Three Sins of ERP in Manufacturing', published in Industry Week. The second insight he gained - technology vendors weren't enabling outcomes the customers regarded as success. He decided his Asia Pacific team would do more to ensure the customers' success. So, he and his team pioneered an outcomes-based approach to customer engagement. They designed and ran the program across the entire Asia Pacific region. Paul and his team learnt what worked and what didn't work. Having run the outcomes program for more than five years, he realised his experience could help other technology vendors. He also realised the nascent customer success movement provided a great vehicle for enabling these outcomes. He spent over a year researching customer success. He then blended that research and his own experience to develop the Generation 3 Customer Success program and write his second book - The Outcome Generation - How a New Generation of Technology Vendors Thrive through True Customer Success. You can learn more about both programs and their associated programs at www.outcomeleaders.com.

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