The Main Thing

Nov 20, 2020 · 2 min read

American businessman and author Stephen Covey has one of my favorite quotes when it comes to leadership and customer success. “The main thing is to keep the main thing the main thing.” What is the main thing, you ask, when it comes to a successful delivery and maintenance of technology strategies, practices and solutions? Simply put, it’s the business outcome you want to achieve.

How do we define this seemingly broad term? We define business outcomes as the benefits enjoyed by you, your end users and your clients as a result of implementing a specific technology endeavor.

When the desired business outcome is identified at the project’s inception; stays visible throughout the endeavor and remains a key performance indicator even after go-live, you not only provide a clear path to achieving those results, but also deliver, on target, the objectives you signed up for at the beginning. This is not easy as it takes discipline from all stakeholders involved.

Business outcomes should always drive technology — not the other way around. Too many times, business outcomes get lost or buried in budgetary constraints, siloed thinking and software vendor lock-in, to name a few. When embarking on a new project or fixing an existing implementation, it’s important to start with identifying business outcomes first — laying out the proper navigation to a successful project.

Now that you’ve been familiarized with the importance of business outcomes and the need to consistently align your efforts toward them, let’s walk through how to do just that. We’ve talked a lot about why business outcomes are important and we want to leave you with a few quick tips for beginning to create and align on your own business outcomes internally.

“Real change, real impact, and real results come from defining
meaningful business outcomes.”

Kristina Couchon

  • Make sure detailed, specific business outcomes are communicated before, during and after any engagement that is aimed at achieving specific business initiatives or goals
  • Communicate business outcomes internally to ensure roadmap and scoping alignment
  • Educate your leadership team on the business outcomes you’ve established and why
  • Business outcomes empower leadership to ask the right questions and to further ensure buy-in for key initiatives

With stakeholder alignment secured, the speed of implementing new technology, services and offerings will ramp until your organization — no matter the size — into a true innovation shop, and desired business outcomes are just around the corner. But first, of course, these outcomes must be defined.

Real change, real impact, and real results come from defining meaningful business outcomes.

By Kristina Couchon

Motiv Solutions

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