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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 negotiation points and priorities, e.g., price, delivery schedule, warranty terms, etc.
- Minimize the time it takes to establish clear negotiation objectives and limits, e.g., maximum budget, essential features, etc.
- Minimize the time it takes to understand the vendor's position and constraints, e.g., cost structure, production capacity, etc.
- Minimize the time it takes to prepare for potential concessions and trade-offs, e.g., extended delivery time for lower cost, etc.
- Minimize the time it takes to build a rapport and establish trust with the vendor, e.g., through open communication, reliability, etc.
- Minimize the time it takes to gather market data to support negotiation arguments, e.g., competitor pricing, industry benchmarks, etc.
- Minimize the time it takes to develop a strategic approach to the negotiation, e.g., phased negotiation, bundling items, etc.
- Minimize the time it takes to identify and leverage negotiation leverage points, e.g., bulk purchasing, long-term contracts, etc.
- Minimize the time it takes to clarify terms and conditions to avoid future misunderstandings, e.g., payment terms, service level agreements, etc.
- Minimize the time it takes to evaluate the total cost of ownership of the agreement terms, e.g., maintenance costs, upgrade fees, etc.
- Minimize the time it takes to assess the risk and potential impact of each term, e.g., liability clauses, cancellation policies, etc.
- Minimize the time it takes to negotiate terms that align with organizational goals and strategies, e.g., sustainability practices, technology advancement, etc.
- Minimize the time it takes to prepare contingency plans for unsuccessful negotiations, e.g., alternative vendors, temporary solutions, etc.
- Minimize the time it takes to finalize and document the agreed terms and conditions, e.g., contract signing, legal review, etc.
- Minimize the time it takes to communicate negotiated terms to relevant stakeholders, e.g., management, legal department, etc.
- Minimize the likelihood of overlooking key terms that could impact project success, e.g., delivery deadlines, quality standards, etc.
- Minimize the likelihood of failing to achieve essential terms due to poor preparation or strategy, e.g., budget constraints, critical features, etc.
- Minimize the likelihood of miscommunication leading to contract disputes, e.g., unclear language, assumptions, etc.
- Minimize the likelihood of entering an agreement that is not financially sustainable, e.g., hidden costs, unfavorable payment terms, etc.
- Minimize the time it takes to ensure all negotiated terms are enforceable and legally binding, e.g., legal compliance, contract validity, 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 negotiation points and priorities, e.g., price, delivery schedule, warranty terms, etc.
- Establish clear negotiation objectives and limits, e.g., maximum budget, essential features, etc.
- Understand the vendor's position and constraints, e.g., cost structure, production capacity, etc.
- Prepare for potential concessions and trade-offs, e.g., extended delivery time for lower cost, etc.
- Build a rapport and establish trust with the vendor, e.g., through open communication, reliability, etc.
- Gather market data to support negotiation arguments, e.g., competitor pricing, industry benchmarks, etc.
- Develop a strategic approach to the negotiation, e.g., phased negotiation, bundling items, etc.
- Identify and leverage negotiation leverage points, e.g., bulk purchasing, long-term contracts, etc.
- Clarify terms and conditions to avoid future misunderstandings, e.g., payment terms, service level agreements, etc.
- Evaluate the total cost of ownership of the agreement terms, e.g., maintenance costs, upgrade fees, etc.
- Assess the risk and potential impact of each term, e.g., liability clauses, cancellation policies, etc.
- Negotiate terms that align with organizational goals and strategies, e.g., sustainability practices, technology advancement, etc.
- Prepare contingency plans for unsuccessful negotiations, e.g., alternative vendors, temporary solutions, etc.
- Finalize and document the agreed terms and conditions, e.g., contract signing, legal review, etc.
- Communicate negotiated terms to relevant stakeholders, e.g., management, legal department, etc.
- Avoid overlooking key terms that could impact project success, e.g., delivery deadlines, quality standards, etc.
- Avoid failing to achieve essential terms due to poor preparation or strategy, e.g., budget constraints, critical features, etc.
- Avoid miscommunication leading to contract disputes, e.g., unclear language, assumptions, etc.
- Avoid entering an agreement that is not financially sustainable, e.g., hidden costs, unfavorable payment terms, etc.
- Ensure all negotiated terms are enforceable and legally binding, e.g., legal compliance, contract validity, 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]