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Date: October 19, 2015

Author: Thomas Lah

This Service Insight provides a framework TSIA members can use to move the concept of outcome engineering forward in their companies. It helps answer the following questions:
  • How can we identify the specific business outcomes we can help our customers achieve?
  • How can we identify all the activities required to achieve target outcomes?
  • How can we make sure customers do their required part in achieving target outcomes?
  • How will we scale outcome offers?
  • How can we assess our ability to conduct outcome engineering?

Applicable Disciplines:
Education Services;Field Services;Professional Services;Service Revenue Generation-Recurring;Managed Services;Support Services;Expand Selling;Customer Success

Outcome Engineering, Success Science, Outcome Chains

Functional Areas:
Engineering;Finance;Human Resources;Marketing;Operations;Partner Management;Professor;Research;Sales;Service Delivery;Strategy;Student;Training

Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Equipment;Other