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Success Metrics
There are two formatting options available. The tradition desired outcome statement is a structure used in the Outcome-Driven Innovation methodology. Since many stakeholders - especially when involved with marketing or UX teams - push back on the utilitarian nature of desired outcomes statements since people don’t talk like that, the alternative is a natural language structure that gets to the heart of the outcome and tries to avoid tasks and activities where feasible.
This catalog contains 20 potential metrics using each formatting option. You will likely need to reduce this set for a survey. The number of statements that have been generated is arbitrary and can be expanded to accommodate your needs.
Desired Outcome Statements (ODI)
How important is it that you… and How satisfied are you with your ability to…
- Minimize the time it takes to identify key stakeholders involved in the purchasing decision, e.g., decision-makers, influencers, etc.
- Minimize the time it takes to gather stakeholder needs and preferences, e.g., functional requirements, budget constraints, etc.
- Minimize the time it takes to clarify stakeholder expectations for the solution, e.g., performance criteria, integration capabilities, etc.
- Minimize the time it takes to assess the urgency and importance of stakeholder inputs, e.g., critical features, deal-breakers, etc.
- Minimize the time it takes to align stakeholder perspectives with organizational objectives, e.g., ROI considerations, strategic alignment, etc.
- Minimize the time it takes to validate the feasibility of stakeholder requests, e.g., technical viability, cost implications, etc.
- Minimize the time it takes to prioritize stakeholder concerns based on impact and feasibility, e.g., high-impact needs, easily implementable requests, etc.
- Minimize the time it takes to communicate the proposed solution to stakeholders effectively, e.g., presentations, demonstrations, etc.
- Minimize the time it takes to gather feedback on the proposed solution from stakeholders, e.g., surveys, meetings, etc.
- Minimize the time it takes to negotiate with stakeholders on key solution elements, e.g., pricing, terms, service levels, etc.
- Minimize the time it takes to assess the compatibility of the solution with stakeholder needs, e.g., functional fit, integration with existing systems, etc.
- Minimize the time it takes to evaluate stakeholder risks and concerns regarding the solution, e.g., security issues, compliance, etc.
- Minimize the time it takes to address stakeholder objections or hesitations, e.g., by providing additional information, alternatives, etc.
- Minimize the time it takes to consolidate stakeholder opinions into a cohesive decision-making framework, e.g., weighted scoring, consensus building, etc.
- Minimize the time it takes to identify potential compromises or alternative solutions based on stakeholder input, e.g., different feature sets, vendors, etc.
- Minimize the time it takes to establish clear communication channels with stakeholders, e.g., regular updates, designated points of contact, etc.
- Minimize the likelihood of misinterpreting stakeholder requirements or preferences, e.g., through clear documentation, verification, etc.
- Minimize the likelihood of overlooking critical stakeholder inputs or concerns, e.g., by employing thorough review processes, stakeholder mapping, etc.
- Minimize the likelihood of stakeholder dissatisfaction with the final decision, e.g., by ensuring inclusive participation, transparent processes, etc.
- Minimize the time it takes to finalize stakeholder agreement on the selected solution, e.g., contract signing, formal approvals, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify key stakeholders involved in the purchasing decision, e.g., decision-makers, influencers, etc.
- Gather stakeholder needs and preferences, e.g., functional requirements, budget constraints, etc.
- Clarify stakeholder expectations for the solution, e.g., performance criteria, integration capabilities, etc.
- Assess the urgency and importance of stakeholder inputs, e.g., critical features, deal-breakers, etc.
- Align stakeholder perspectives with organizational objectives, e.g., ROI considerations, strategic alignment, etc.
- Validate the feasibility of stakeholder requests, e.g., technical viability, cost implications, etc.
- Prioritize stakeholder concerns based on impact and feasibility, e.g., high-impact needs, easily implementable requests, etc.
- Communicate the proposed solution to stakeholders effectively, e.g., presentations, demonstrations, etc.
- Gather feedback on the proposed solution from stakeholders, e.g., surveys, meetings, etc.
- Negotiate with stakeholders on key solution elements, e.g., pricing, terms, service levels, etc.
- Assess the compatibility of the solution with stakeholder needs, e.g., functional fit, integration with existing systems, etc.
- Evaluate stakeholder risks and concerns regarding the solution, e.g., security issues, compliance, etc.
- Address stakeholder objections or hesitations, e.g., by providing additional information, alternatives, etc.
- Consolidate stakeholder opinions into a cohesive decision-making framework, e.g., weighted scoring, consensus building, etc.
- Identify potential compromises or alternative solutions based on stakeholder input, e.g., different feature sets, vendors, etc.
- Establish clear communication channels with stakeholders, e.g., regular updates, designated points of contact, etc.
- Avoid misinterpreting stakeholder requirements or preferences, e.g., through clear documentation, verification, etc.
- Avoid overlooking critical stakeholder inputs or concerns, e.g., by employing thorough review processes, stakeholder mapping, etc.
- Avoid stakeholder dissatisfaction with the final decision, e.g., by ensuring inclusive participation, transparent processes, etc.
- Finalize stakeholder agreement on the selected solution, e.g., contract signing, formal approvals, etc.
Test Fit Structure
Apply this to Customer Success Statements only. Everything should fit together nicely. Here’s an article where I introduced the concept. Feel free to devise your own version for Desired Outcome Statements as this does not apply to their format directly.
As a(n) [end user] + who is + [Job] you're trying to [success statement] + "faster and more accurately" so that you can successfully [Job Step]