The MetaCX Blog

MetaCX is helping our team operationalize a core set of business-critical metrics and behavior analytics that will help us drive strategy with our customers in a new way. I have enjoyed getting to know the MetaCX team over the past year while they have been building the MetaCX platform. I am excited to see their vision come to life as they strive to help companies focus more on what matters most to customers.

Every business initiative of any significance and consequence needs a plan–and often a stepwise path to get from “as-is” to “to-be.” Here are the five steps for transforming your customer lifecycle to an outcomes-based approach.

Customer success, as it has been defined by most SaaS companies, is a half measure. It misses the fundamental point that customer success should be the company goal, not just a role — and it misses the point that customer success begins before a deal is closed.

If you’ve had the good fortune to see sea turtles in action, you’ll know that they scurry from their pillowy nests to the water’s edge in a spirited dash to freedom that would make the crustiest curmudgeon downright effervescent with goodwill toward mankind.

Sales professionals tend to get a bad rep in the B2B world. After all, when things go wrong, it’s easy to blame the guy or gal who sold the deal in the first place. Who amongst us hasn’t heard the complaint that salespeople make promises they can’t keep and sell features that don’t exist?

I’ve always been struck by the concept of magical thinking, which is the curious belief that one’s ideas, thoughts, or wishes can somehow bend reality. The concept holds that, if you believe it deeply enough, your vision will manifest in the physical world.

In order to deliver on the promises we make to customers in the sales cycle, we need to transform the way desired outcomes are defined, handed off internally, and tracked.

The concept of value-based selling is nothing new. In fact, in recent years, it has become a hot topic discussed in dozens of blogs, webinars, and conference sessions. So what, you may ask, can MetaCX possibly add to the conversation?

This week, I’m taking you on a journey–the MetaCX journey. Learn what our team has been up to for the last few years and why we’re passionate about transforming the way suppliers and buyers collaborate and win together.