Many tech projects fail because they lack a clear value objective. There is a rush to drive to the technology whether it is cloud, AI or the latest buzzword.
Where is the goal line? How do we know we are successful? This is where outcomes come in.
Being in a technology company, I see people getting excited about the technology without understanding what that technology will enable. For instance, a customer doesn’t care so much about the new visualization capability we are deploying but thinks about how it will reduce training costs and maintenance costs as it’s rolled out. If a customer can see how the technology will enable their benefit, for example they can lower training and maintenance costs by 2% annually quantified at $200,000 per year, then there is a clear path to the benefit.
I work with a lot of engineers – very smart people – and they need to think about how implementing the technology will translate into the benefits for the customer, benefits they will be willing to pay for. Full disclosure, I am an engineer by background, and I have been guilty of being enamored with technology. As I’ve progressed in my career, it’s become more imperative to focus on the end customer and how they benefit. Hence my role in Customer Success.
My ears perked up hearing about these challenges because it is what we are helping our customers with on a daily basis. Sometimes it can be a painful conversation because the customer can be technology focused.