customer-outcome-scoping

name

customer-outcome-scoping

description

Customer outcome scoping: defines measurable customer outcomes during Stage 1 qualification. Captures business objectives, success metrics, and baseline measurements to anchor the opportunity in verifiable customer value. Chains with pipeline-qualification for Stage 1 completion. Triggers: customer outcomes, measurable outcomes, success metrics, outcome definition, baseline metrics, customer objectives, what does success look like.

Customer Outcome Scoping

Purpose

Define measurable customer outcomes during Stage 1 (Listen & Consult) so the opportunity is anchored in verifiable customer value from the start. Ensures outcomes are specific, measurable, and agreed upon before progressing to solution design.

Freedom Level

Medium — Outcome definition requires customer context judgment.

Trigger

• New opportunity entering Stage 1 qualification
• User asks "what does success look like" for a customer
• Milestone planning requires explicit outcome definitions
• CSAM needs success metrics for success plan creation

Inputs

• Customer name or opportunity identifier
• Customer business objectives (from vault, conversation, or CRM notes)
• Existing success plan or prior engagement context

Flow

1. Gather context — Check vault for customer technology landscape and prior outcomes. Query CRM for opportunity notes and existing success plan links.
2. Identify business objectives — Extract or elicit 2–5 concrete business objectives the customer wants to achieve.
3. Define measurable outcomes — For each objective, define:
   • Outcome statement: What success looks like in customer terms
   • Metric: How it will be measured (quantitative where possible)
   • Baseline: Current state measurement (or flag as "needs baseline")
   • Target: Expected post-deployment state
   • Timeline: When the outcome should be realized
4. Validate alignment — Confirm outcomes align with the proposed solution play and Microsoft capabilities.
5. Document — Output structured outcome table ready for success plan or milestone planning.

Output Format

#	Business Objective	Outcome	Metric	Baseline	Target	Timeline
1	objective	what success looks like	how measured	current state	expected state	when

Boundary Rules

• CSAM owns outcome scoping; Specialist provides pipeline context.
• Outcomes must be customer-visible — avoid internal Microsoft metrics as primary outcomes.
• If baseline data is unavailable, flag it as a Stage 2 prerequisite (instrumentation needed).
• Do not promise delivery timelines — outcomes define "what", not "when we deliver".

Chain Outputs

• next_action: "Outcomes defined. Ready for pipeline-qualification to complete Stage 1 exit criteria, or proof-plan-orchestration if advancing to Stage 2."