| 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
- Gather context — Check vault for customer technology landscape and prior outcomes. Query CRM for opportunity notes and existing success plan links.
- Identify business objectives — Extract or elicit 2–5 concrete business objectives the customer wants to achieve.
- 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
- Validate alignment — Confirm outcomes align with the proposed solution play and Microsoft capabilities.
- 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."
