Users have certain expectations from your product, as well as goals they are looking to accomplish while using it. If all product users could reach their value expectations and sustain that on an ongoing basis, the customer success would – by definition – be at its highest potential.
This notion underlines the concept behind Roojoom’s User Success platform: Setting personal value goals for users to accomplish and getting them there by driving personalized journeys.
Value goals could represent product utilization targets e.g. use of a feature, and also measurable business goals achieved with your product e.g. sales obtained from leads of a marketing product or downtime saved from blocked attacks for a cyber protection product.
Personal Value Goals are key for success
Value goals may differ per user roles but they may also differ per the individual user within a specific role, as different users in the same organization may have different product expectations and value points they are looking to reach.
That way, Brian and Grace who are both project managers having different tenors in the organization Acme, would most likely have different expectations from the new platform their company has just acquired. Each of them may have their own ideas of how to leverage the platform’s capabilities to elevate productivity and performance in their day-to-day work.
Managing user journeys towards value goals should therefore be personalized, so that more users are “getting it done” with your product and developing the habit of relying on your product for their work.
How to ascertain a user value goals?
The CSM could define user value goals per role, given a general understanding of what users are looking to achieve using the product. To further personalize the value goal, you’d need to go closer to users, assisted by someone who knows them personally.. more on that in the our next post Empowering customers’ product champions boosts CSMs work and success achievements