In this episode of the Value Coffee Talk podcast, Thomas Pisello and Mark Anthony discuss the critical importance of value realization in customer engagements. 

The duo explore the challenges organizations face in implementing effective value realization programs, the significance of seamless handoffs between pre-sales and post-sales teams, and the necessity of engaging the right customer levels to ensure successful outcomes. The conversation emphasizes the need for a mutual outcomes plan and the importance of measuring value post-implementation to prevent churn and enhance customer satisfaction.

Takeaways

• Value realization is crucial as many buyers regret their purchase decisions.
• Organizations must go on the journey with customers to achieve value.
• Handoffs between pre-sales and customer success teams are often problematic.
• Standardization in measuring customer success is essential.
• Post-implementation measurement of value is key to customer retention.
• Creating a mutual outcomes plan can bridge gaps between teams.
• Engaging executives in value realization discussions is vital.
• Customer success managers need tools to measure value effectively.
• The psychology of value perception must be managed throughout the customer journey.
• Delivering value is a mandatory focus for reducing churn and increasing satisfaction.

Sound Bites

• “The handoff is really important.”
• “If you can’t prove the value, you’re going to scramble.”
• “The psychology transfer is key in the post sales value space.”
• “Delivering value is mandatory, not optional.”

Chapters

00:00 Introduction to Value Realization

01:15 The Importance of Value Realization

04:45 Challenges in Implementing Value Realization Programs

08:21 Seamless Handoffs Between Teams

11:36 Post-Implementation Success and Measurement

13:36 Creating a Mutual Outcomes Plan

18:20 Engaging the Right Customer Levels

23:39 Final Thoughts on Value Realization