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Research Report

Engineering Customer Outcomes

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Many of the technology providers promoting their commitment to delivering business outcomes are not in a position to cash the check their marketing team is writing. There is a significant capabilities gap in the industry. This is the gap between the hype of outcome engineering and current reality. That gap needs to close. Customers are expecting their technology vendors to consistently deliver promised business outcomes. And successful technology providers will do just that.

To help technology providers close the outcomes capability gap, this paper covers the following ground:

  • Identify required capabilities.
  • Critical capabilities required for outcome engineering.
  • Four general activities to close any capabilities gap. 
  • Five specific steps to help close the hype-reality gap of outcome engineering.

Authored By:

Thomas Lah

Executive Director and Executive Vice President, TSIA

Vele Galovski

Vice President, Support and Field Services Research, TSIA

Laura Fay

Publish Date: March 19, 2021

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