Overview of the Approach

I’m going to take a wild guess that some of you that ended up here don’t really understand why we map jobs and then define metrics to measure the success of each step in the job map.

This process is about eliminating the qualitative interviews that we have traditionally relied on to build value frameworks. These are semantic models that we use as the backbone of a survey so we can find paint points the right way…with customer success metrics.

Customer Success Metrics are essentially customer needs. This term is confusing because it is used so many different ways. In this case they are stateless needs because we haven’t had anyone prioritize them yet. Think of them like a metric you use to measure process performance. The metric is defined before the first time you run the process. This is the same thing.

Prioritization

When we field a survey, we’re going to use a 3 or 5 point Likert scale for Importance and Difficulty (or Satisfaction for you laggards). There are a lot of different theories about the data modeling, algorithms and analysis once the survey is complete, and I’m not going to be addressing that here. I recommend talking to a data scientist for that.

Data is the only way to KNOW where the opportunities for improvement are. If you’re doing 1:1 interview with a handful of people and stop there…you’re GUESSING.

Let’s dive in…