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The Outcome Generation
Book

The Outcome Generation

How a New Generation of Technology Vendors Thrives Through True Customer Success

Paul J. Henderson
Red Raven Books, 2018

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Editorial Rating

8

Qualities

  • Well Structured
  • Overview
  • Concrete Examples

Recommendation

Three entrepreneurs approach a hungry man. The first asks what the man wants. He replies, “a sandwich,” so the entrepreneur opens a sandwich shop. The second entrepreneur asks the man what his problem is. He says he’s hungry. So the entrepreneur opens a grocery. The third entrepreneur asks the man what his goal is; he says he wants to feel full and nourished. So the third entrepreneur invents a nutritious, filling pill. He’s the entrepreneur who succeeds. Paul Henderson explains why success – especially for tech vendors – hinges on “outcome-driven thinking” that gives clients what they want.  

Take-Aways

  • Technology vendors want to ensure that their customers achieve great results.
  • In the past, when tech vendors’ clients bought software but didn’t establish a relationship, vendors didn’t need to worry a lot about whether customers succeeded.
  • Tech vendors’ customer-success programs have six stages: identify the result, “define the to-be state,” assure execution, plan implementation, hold a rollout and plan for the future

About the Author

Speaker and consultant Paul Henderson is the developer of the Generation 3 Customer Success program. His first book, The Chief Capability Officer: Delivering the Capability to Execute, focuses on “execution outcomes.”

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