🎉Darlings, Let’s Talk About Outcomes (Not Just Usage, You Gorgeous Metrics Goblins)

Hello my sweet, radiant champions of customer experience!

Picture it: you’re on your first call with a new client. You’ve prepped, you’ve researched, you’re glowing like a dewy Instagram influencer. You log in, camera on, vibes high. And then someone says it.

“We’re really just hoping for strong adoption and usage...”

Scream internally. Flip a desk. Spritz lavender oil. Resist urge to scream externally.

Because honey... no.

We are not here to track if Susan in procurement logs in three times a week like a sleepy hamster on a wheel. We are here for outcomes. Real ones. Measurable ones. Leslie-Knope-approved-goal-on-a-color-coded-whiteboard-with-a-themed-celebration-level outcomes.

So let’s sashay away from usage metrics that make us feel busy but not better, and into the warm, sparkly arms of client success outcomes that matter.

Here’s what you actually want to walk away with after your first client convo.

🎯 1. LAND Something New

Sales, revenue, logos, geographies, industries. New, new, new, new, new.

Try asking:

• “How will you know this partnership is a win?”

• “What do you want to capture that you couldn’t before?”

• "What is your revenue goal for 2025?"

This is your client planting their little customer flag on a new moon. Be the rocket fuel, darling.

🌱 2. EXPAND What They’ve Got

More users. More departments. More money. More everything. We’re not here to keep things stagnant, we’re here to help them glow up.

Ask:

• “What is your typical ROI story for your clients? Where do they want to be?”

• "How do you currently measure your brand footprint within each account?"

• “Where do you want to be at the end of this year?"

  
  

Growth goals don’t have to be aggressive, but they do need to be clear. Get the “more” on paper, then exceed it like the legend you are.

💫3. Help Them Get Renewed, Babe

We’re not here just to lock in our renewal—we’re here to make our clients look like absolute legends when their renewal comes up. Our job isn’t just to deliver value, it’s to make sure they can prove it to their boss, their boss’s boss, and that one exec who only shows up at renewal time.

You’re not just their CSM. You’re their strategic hype team. Their renewal wingperson. Their secret weapon.

Ask:

• “What makes your renewal cycle challenging / easy?”

• “What's your renewal goal this year?”

• "How did you do last year? What got in the way / what worked?"

  
  

By the time their renewal cycle rolls around, it shouldn’t feel like a scramble. It should feel like a glitter cannon going off behind a beautifully prepared case study.

⏱ 4. DECREASE What Hurts

We love cutting the drama. Faster sales cycles? Lower costs? Less churny churn chaos?

Yes please.

Ask:

• “Where are you losing time or money right now?”

• “What bottlenecks are driving your team bananas?”

  
  

If you can help them move faster or smarter, you’re not just a vendor—you’re a hero. Cape optional. (Recommended.)

📈 5. INCREASE What Matters

Market share? Brand visibility? Revenue-per-squirrel-holding-a-contract? If it’s measurable and meaningful to them, it matters.

Ask:

• “What are you trying to grow, build, or beat?”

• “What number would you put on a banner if this worked?”

Because once you know their dream metric, you can help them exceed it. And then be bold enough to put your name on that banner too, hunny.

🧠 Final Thought

Usage is not success. Fine, it’s maybe a very small part of the picture. But let’s not act like logins are a love language. Goals are. Growth is. Outcomes are.

From that first call, and on every call until three years after they non-renew (I'm not kidding), you should have a success outcome that your product, service, and ✨genius✨ can realistically influence. Then spend the rest of the relationship blowing that goal out of the water like a well-moisturized rocketship.

Don’t settle for passive usage. Demand passionate progress.

Now go out there, sweet chaos cherubs, and track the metrics that actually move people.

With admiration, glitter bombs, and a measurable KPI,

UnhingedCX 🌀