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S01 E05 How conversations drive Value with Jeff Patton
Mastering Agility
Outcomes vs Impact: Understanding the Relationship between Customers and Company
Outcomes are what customers and users say, think, and measure./nImpact is what happens inside the company./nImpact is measured in return on investment./nCustomers do not do return on investment, they buy products and the result is return on investment./nInternal use of products by employees leads to increased efficiency and effectiveness, reducing costs and resulting in return on investment./nCompany needs like revenue, growth, reputation, brand awareness, and brand sentiment are measured with net promoter score./nMarket share growth and desired direction are important to the company, but not necessarily to the users./nGrowth and revenue are not outcomes, but rather impact./nThe key question is how customers will contribute to growth and revenue./nIt is crucial for companies to understand that their own needs are dependent on customers and users getting what they want.
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