Understand Your Customers’ Desired Outcomes

What Are Desired Outcomes?

What do your customers really want? That’s the question that lies at the heart of every successful sale and customer relationship. Do they want to increase sales? Reduce operating costs? Improve employee and customer retention? Identifying and understanding your customers’ desired outcomes—and the impact they’ll have on the business—is a crucial step in delivering value and establishing trust and rapport. It will also set your post-sale team up for success by providing insight into the work they need to do to help your customers achieve their goals.

This Play’s Objective:

To elevate your sales and post-sales strategies by understanding customers’ emotions, motivations, and desires. This play will help you design a strategic framework for identifying your customers’ rational and emotional drivers. Once you understand a customer’s needs on a deeper level, you can position your solutions in the right context, offering them an effective mix of human-centered features, strategy, and support.

You’ll Walk Away With:

• A framework and process to discuss and define your customers’ challenges, objectives, and goals.
• Facilitation strategies to build trust and rapport with customers, helping them to open up and share details about their desired outcomes.
• How to contextualize and frame your products or services in relation to your customers’ desired outcomes.
• Customizable templates to document and share the important details about customers’ desired outcomes between sales and the post-sale team (onboarding, customer success, etc.) to ensure your customers’ goals are met.