Enterprise Customer Outcomes By Persona 

Enterprise Customer Outcomes by Persona
Co-Led by Percy Rose and Jan Young
January 23, 2024
Welcome to SuccessHour by CxXchange. In this episode, Percy presents his detailed framework for measuring outcomes by persona, and why and how to do it this way.
Episode Highlights:
Percy shares his own visuals covering:
-Custom Journey Map
-Personas and KPIs
-Business Outcomes Framework
-Measuring Outcome Enablement
You must watch this episode if you are looking to learn more about:
-A clear and focused way to measure what matters
-What metrics to use
About Our Guests:
Percy Rose: I'm deeply passionate about outcome based customer success strategies that drive tangible results and lasting impact for customers. I firmly believe that if we apply the Customer Success formula of "CS = CO (Customer Outcomes) + CX (Customer Experience)" customers inevitable renew and expand their business on a cosistent basis. And why not? If a customer is achieving their goals and we also make doing business easier for them, it will remove their deisre to explore elsewere. Besides, it is time consuming and risky to switch vendors.
My expertise in strategic planning, team development, and program management has consistently translated into measurable successes, reinforcing my dedication to driving engagement, performance, and long-term success. My favorite part of the job is working with a team of talented professionals, analyzing their skillsets and guiding them to grow in the profession. I love talking about Customer Success, and connecting with others who share the same passion.
Jan Young, Founder and CCO of JanYoungCX, is an award-winning Customer Success leader who has transformed CS leaders into award winning executive leaders. She has served as VP Client Services for two successfully exited startups. Since 2016, Jan has been pivotal in advising and coaching startup founders and CS leaders to grow post-sales revenue, align go-to-market strategies, and improve customer advocacy. Her holistic approach to Customer Success is rooted in a broad spectrum of roles including Project Management, Product Ownership, Marketing, Sales, and more. This diverse background empowers Jan to bring a unique, cross-disciplinary perspective to SaaS B2B tech, bridging gaps to drive customer led growth.
Follow Jan on LinkedIn: / jan-young-cx
Learn more about her services: JanYoungCX.com
About CxXchange (formerly #CSOfficeHours)
CxXchange is a place to Xelerate your career and Xchange ideas. We're a community of post-sales leaders, individual contributors, and professionals transitioning into Customer Success.
Post-sales includes Customer Success, Customer Support & Services, Onboarding & Implementation, Professional Services, Customer Marketing, Customer Education, and Revenue and CS Operations.
CxXchange started in March 2022 as #CSOfficeHours, a weekly virtual meetup for CS leaders, CSMs, and folks transitioning into CS. It has since grown to include a slack community, a book club, job search cohorts and mock interviews, and CS Leader and CSM Collaboration Groups.
Everyone is welcome. Come join us!
About SuccessHour
SuccessHour is one of the programs of the CxXchange community and the genesis of how it all began. It serves as a weekly gathering of CS leaders, CSMs and professionals transitioning to CS who are committed to lifelong learning. In the session and in the community, they exchange ideas and accelerate their careers. Success Hour has become a community to join for networking, connecting with CS thought leaders, exchange ideas, and learn.
Learn more and join us at CxXchange!
Our website has everything you need: www.thecxxchan...
Follow us on LinkedIn: / cxxchange
Join our LinkedIn group to share your thought leadership: / 14089431
#csm , #customersuccess , #SuccessHour, #CxXchange, #JanYoungCX