There is often a gap between the functional completion of your product and the customer’s Desired Outcome.
I call this the Success Gap.
And this Success Gap that stands between what your product does and your customer’s Desired Outcome is a huge risk for you.
It’s also a huge opportunity if you bridge the gap for your customers.
This Success Gap also has another meaning… it’s the gap between what you think represents the customers’ successful use of your product and what they think equates to success.
As you’ll see, if you mark a customer as being successful just due to certain use patterns within the product – as far too many SaaS companies do – you could have a distorted view of how successful your customers actually are.
That just expands the risk potential within the Success Gap.
Let’s dig into this a bit more, shall we? We shall indeed.