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DETECT AND ADDRESS LANDMINES AS QUICKLY AS POSSIBLE
- Why is this important? What will it achieve?
- What data is needed to make this reality and how will you access that data?
- Does this process currently exist? What do you need to do to make this successful?
Before you build out some additional infrastructure to support a new data point or a new process, you can determine if that use case is really applicable.
Use cases help limit those destructive hazards from derailing your Customer Success software implementations.
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APPLYING USE CASE AS A DECIDING FACTOR
Many software evaluations focus on features such as health scores, reporting and alerting, without doing enough due diligence. A use case simply outlines how a user uses a system to accomplish a particular goal.
The trick is how you write them and how you incorporate them into your decision-making process. Trying to frame your needs into use cases will force you to think through scenarios fully, and test the requests that the CS team may be asking for.
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PUTTING USE CASES INTO ACTION
Spreadsheets can help you determine if a vendor has the basic capabilities you need based on your stated objectives. It's important to start writing down every use case you can think of and not just those that are applicable to your current situation.
When purchasing CS software, you will need to make tradeoffs as there are features that may not be included by certain vendors based on your budget or product package. Creating this type of spreadsheet allows you to determine which uses cases are the most important as well as be very transparent as to the effort that will be required.
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IDEAS CURATED BY
Melissa Martinez's ideas are part of this journey:
Learn more about marketingandsales with this collection
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