Value Frameworks: the Key to Retention, Part I

I love the wave of discussions about value and value frameworks. Why? Because (if you know me, you can recite this without any help from me) customers renew and buy more when they feel valued (this is about a great experience) and get value. It seems like, although we’ve known this for a long time, we’ve been “squishy” on the whole value thing, settling for statements like “sure, we get value from your software.”

The truth is, getting customers to articulate real value is hard. And it turns out you can’t wait for them to do it on their own: you have to give them the words to use and then arm your teams with the “stuff” they need to deliver on those words: a Value Framework.

Let’s get a conversation going (naturally, I’ll be posting my views on these over the coming weeks):
What does a value framework look like? 
How do different parts of the organization use it across the lifecycle?
How do you actually go about building a value framework and all of the associated artifacts?
What are the things to look out for?

Join the conversation: comment on LinkedIn here