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stakeholders using your Customer Success practice methodology in order to achieve specific Business Outcomes that you had agreed with the customer at the pre-sales stage.  \nSuch reference case as a minimum should include the below elements:  \nPartner Contact Information:  \n\n| Partner Name | You company name |\n| --- | --- |\n| Customer Success Practice Lead or Customer Success Manager | Name of your Customer Success Practice Leader or Customer Success Manager enaged on this customer’s opportunity |\n| Phone Number | CS Practice Leader or CSM contact |\n| Email Address | CS Practice Leader or CSM email |\n\nCustomer Contact Information:  \n\n| Customer Name | Customer company name |\n| --- | --- |\n| Customer Contact | Contact of the customer individual who was engaged on this opportunity throughout the Land and Adopt stage of the Lifecycle journey |\n| Cisco Sales Order or\u003Cbr>Customer Purchase Order | Here you place the Cisco SO Number of the customer referenced opportunity |\n\nOverview of Business Problem:  \nDescribe the Business problem or problems you tried to solve utilizing the specific technology sold to the customer.  \nThe technology could resolve technical problems as well but you mainly need to describe how you helped the customer to solve Business issues and pain points that helped the business improve.  \nDesired Business Outcomes:  \nThrough your discussion with the customer, you need to describe the Business Outcomes you agreed to deliver upon and help the customer achieve.  \nBusiness Outcomes serve the journey on a specific Use case you need to engage for a specific persona. You can have multiple business outcomes that serve a specific Persona/Character on the specific Use Case and multiple Use cases you can include in the reference. Business outcomes include strategic priorities that you identify and describe per business outcome.  \nTips:  \n• Identify Business outcomes with the Customer’s project team  \n• Validate the Business Outcome with the line of Business stakeholders  \n• Provide paragraph as an ‘Executive Summary’Top Industry Business outcomes examples are:  \n• Cost Efficiency (you can have one or more priorities per outcome in order to achieve it)  \n• Business growth  \n• Security (Credibility and Reputation)  \n• Environmental Sustainability  \n• Risk Management  \n• Time to Market  \n• Happy Employees  \nWhy the customer bought the solution , what they try to achieve with the solution.  \nSolution(s) Sold:  \nDescribe the main components of the solution sold in high-level description  \nKey Performance Indicators (KPIs):  \nList the KPIs that helped you measure and track progress and helped achieved the desired Business outcomes. Any KPI can be used in one or more Priorities & Business Outcomes, if it is relevant.  \nMention the starting Baseline and the final target result for each KPI (if applicable) .  \nKPIs should include some or all elements of the “SMART” criteria:  \n• Specific: a specific purpose and expectation(s) to meet the desired outcome  \n• Measurable: specific measurements used to ensure that the desired outcome/s are met  \n• Attainable: the desired outcome is realistically attainable  \n• Relevant: must be relevant to the success of meeting the desired outcome  \n• Time-bound: the timeframe for completing the desired outcome  \nExample  \n\n| Business Outcome | Strategic priority /Initiative | KPI\u003Cbr>Description | Baseline Metric | How | When | Who |\n| --- | --- | --- | --- | --- | --- | --- |\n| Cost Efficiency\u003Cbr>(OpEx. By 2%) | Reduce Travel Budget by\u003Cbr>20% within\u003Cbr>12 months | Travel costs\u003Cbr>per Quarter | 2016\u003Cbr>$86k/year\u003Cbr>Spend | Financial reports by Organization | Monthly | XXXX |\n\nAdoption Plan:  \nDescribe what is the focus for adoption in that specific solution/technology besides the implementation and having the solution work/operate at ba","cbCaihK8V3rQimD7","https://ap.wps.com/l/cbCaihK8V3rQimD7","pdf",147092,"English","# What is a Customer Reference\n# Required Information\n## Partner Contact Information\n## Customer Contact Information\n# Content Sections\n## Overview of Business Problem\n## Desired Business Outcomes\n## Solution(s) Sold\n## Key Performance Indicators (KPIs)\n## Adoption Plan\n## Business Outcomes Achieved","[{\"question\":\"What is a Customer Reference case used for?\",\"answer\":\"It describes how your Customer Success practice engaged customer stakeholders to achieve specific business outcomes agreed at the pre-sales stage.\"},{\"question\":\"What sections are required for the Customer Reference template?\",\"answer\":\"The template calls for partner contact information, customer contact information, an overview of the business problem, desired business outcomes, solution components, KPIs, an adoption plan (post-operational), and a section for business outcomes achieved.\"},{\"question\":\"How should KPIs be defined in this template?\",\"answer\":\"KPIs should support the desired business outcomes, use SMART criteria, and include a starting baseline and final target result where applicable.\"}]","Customer Experience Specialization - Customer Reference Template | PDF",1790120808]