--- title: Ep. 95 | Dave Duke and James Scott OMG! We're Talking Customer Outcomes description: Dave Duke, Co-founder and Chief Customer Officer at MetaCX, and James Scott, General Partner of the Customer Success Practice at SuccessHacker explain that business outcome management is a core customer success competency image: https://blog.servicerocket.com/hubfs/HSRDaveDuke.png --- [![ServiceRocket logo - white](https://blog.servicerocket.com/hs-fs/hubfs/Blue%202020/ServiceRocket%20logo%20-%20white.png?width=81&height=53&name=ServiceRocket%20logo%20-%20white.png "ServiceRocket logo - white")](https://blog.servicerocket.com/podcasts) ** [# Helping Sells Radio ](https://blog.servicerocket.com/podcasts/) - Share: - [** ](http://www.facebook.com/sharer.php?u=https://blog.servicerocket.com/podcasts/ep.-95-dave-duke-and-james-scott-omg-were-talking-customer-outcomes) - [** ](https://twitter.com/intent/tweet?text=Cool&via=ServiceRocket&hashtags=Radio&url=https://blog.servicerocket.com/podcasts/ep.-95-dave-duke-and-james-scott-omg-were-talking-customer-outcomes) - [** ](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.servicerocket.com/podcasts/ep.-95-dave-duke-and-james-scott-omg-were-talking-customer-outcomes) - [** ](mailto:?subject=Check%20it%20out&body=Hi%20guys,%20look%20at%20this%20https://blog.servicerocket.com/podcasts/ep.-95-dave-duke-and-james-scott-omg-were-talking-customer-outcomes) # Ep. 95 | Dave Duke and James Scott OMG! We're Talking Customer Outcomes If you are a regular listener of Helping Sells Radio, you know that whenever we have a guest on the show to talk about customer success, pick challenge them (I'm putting that nicely here in the show notes) on the idea that customer success is really not yet about customer success and more about "our" success. I ask when are we going to change that and actually start talking about customer success. Well, we have two customer success guests on this episode, and they have an answer to the question. And the answer is: business outcome management. Dave Duke, Co-founder and Chief Customer Officer at MetaCX, and James Scott, General Partner of the Customer Success Practice at SuccessHacker explain that business outcome management is a core customer success competency (or should be) that provides a team a methodology for helping customers achieve business outcomes.   We are one step closer to living up to the promise of customer success as a discipline. Learn more about Dave Duke: - [High Alpha](https://highalpha.com) - That accelerator Dave mentioned. - Dave Duke on [Linkedin](https://www.linkedin.com/in/daveduke26/). - Dave Duke on [Twitter](https://twitter.com/djdukeiu). ![Dave Duke of MetaCX on Helping Sells Radio by ServiceRocket Media](https://blog.servicerocket.com/hs-fs/hubfs/HSRDaveDuke.png?width=1024&name=HSRDaveDuke.png) James Scott: - [SuccessHacker](https://www.successhacker.co) - James Scott on the [Outcomes Community](https://www.customersuccess.community/members/517725). - James Scott on [Linkedin](https://www.linkedin.com/in/ukjamesscott/). - James Scott on [Twitter](https://twitter.com/ukjamesscott). ![James Scott of SuccessHacker on Helping Sells Radio by ServiceRocket Media](https://blog.servicerocket.com/hs-fs/hubfs/HSRJamesScott.png?width=1024&name=HSRJamesScott.png) ![Bill Cushard](https://app.hubspot.com/settings/avatar/a9890bd827682179ba7efa2520862398) ### Written by [Bill Cushard](https://blog.servicerocket.com/podcasts/author/bill-cushard) Bill Cushard covers the intersection of learning, software adoption, and customer success. His career has focused on helping companies adopt disruptive software through learning, change management, communications, and implementations that help people get the most out the software. Bill Cushard is also the author of the 2018 book, *The Art of Agile Marketing: A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence. * [Facebook](http://www.facebook.com/billcush) [LinkedIn](http://www.linkedin.com/in/billcushard) [Twitter](http://www.twitter.com/billcush) [❮ Ep. 96 | Jay Gibb Help Prospects Become Ideal Customers](https://blog.servicerocket.com/podcasts/096-jay-gibb-help-prospects-become-ideal-customers) [Ep. 94 | Sarah E. Brown Grow Your Startup Career When You're Not the Founder ❯](https://blog.servicerocket.com/podcasts/ep.-94-sarah-e.-brown-grow-your-startup-career-when-youre-not-the-founder) ### Subscribe Here ### Tags/Categories - [Customer Success (43)](https://blog.servicerocket.com/podcasts/topic/customer-success) - [marketing (14)](https://blog.servicerocket.com/podcasts/topic/marketing) - [Customer Education (10)](https://blog.servicerocket.com/podcasts/topic/customer-education) - [Sales (8)](https://blog.servicerocket.com/podcasts/topic/sales) - [Product Management (6)](https://blog.servicerocket.com/podcasts/topic/product-management) - [Customer Experience (5)](https://blog.servicerocket.com/podcasts/topic/customer-experience) - [SaaS (5)](https://blog.servicerocket.com/podcasts/topic/saas) - [People (4)](https://blog.servicerocket.com/podcasts/topic/people) - [Gainsight (3)](https://blog.servicerocket.com/podcasts/topic/gainsight) - [Software (3)](https://blog.servicerocket.com/podcasts/topic/software) - [B2B (2)](https://blog.servicerocket.com/podcasts/topic/b2b) - [Company Founder (2)](https://blog.servicerocket.com/podcasts/topic/company-founder) - [Customer Relationships (2)](https://blog.servicerocket.com/podcasts/topic/customer-relationships) - [Expand Selling (2)](https://blog.servicerocket.com/podcasts/topic/expand-selling) - [Sales Team (2)](https://blog.servicerocket.com/podcasts/topic/sales-team) - [Salesperson (2)](https://blog.servicerocket.com/podcasts/topic/salesperson) - [Selling Process (2)](https://blog.servicerocket.com/podcasts/topic/selling-process) - [Software Adoption (2)](https://blog.servicerocket.com/podcasts/topic/software-adoption) - [Start-ups (2)](https://blog.servicerocket.com/podcasts/topic/start-ups) - [StartUps (2)](https://blog.servicerocket.com/podcasts/topic/startups) - [Storytelling (2)](https://blog.servicerocket.com/podcasts/topic/storytelling) - [#CustomerSuccess (1)](https://blog.servicerocket.com/podcasts/topic/customersuccess) - [Account based marketing (1)](https://blog.servicerocket.com/podcasts/topic/account-based-marketing) - [Allison Pickens (1)](https://blog.servicerocket.com/podcasts/topic/allison-pickens) - [Arjun Devgan (1)](https://blog.servicerocket.com/podcasts/topic/arjun-devgan) - [Best Practices (1)](https://blog.servicerocket.com/podcasts/topic/best-practices) - [Blitzscaling (1)](https://blog.servicerocket.com/podcasts/topic/blitzscaling) - [Building Customer Training (1)](https://blog.servicerocket.com/podcasts/topic/building-customer-training) - [BuildingConnected (1)](https://blog.servicerocket.com/podcasts/topic/buildingconnected) - [CSM (1)](https://blog.servicerocket.com/podcasts/topic/csm) - [Chris Yeh (1)](https://blog.servicerocket.com/podcasts/topic/chris-yeh) - [CloudSponge (1)](https://blog.servicerocket.com/podcasts/topic/cloudsponge) - [Consulting (1)](https://blog.servicerocket.com/podcasts/topic/consulting) - [Creativity (1)](https://blog.servicerocket.com/podcasts/topic/creativity) - [Data (1)](https://blog.servicerocket.com/podcasts/topic/data) - [Dustin DeVan (1)](https://blog.servicerocket.com/podcasts/topic/dustin-devan) - [Enterprise Social Networking (1)](https://blog.servicerocket.com/podcasts/topic/enterprise-social-networking) - [Evernote (1)](https://blog.servicerocket.com/podcasts/topic/evernote) - [GoodData (1)](https://blog.servicerocket.com/podcasts/topic/gooddata) - [HubSpot (1)](https://blog.servicerocket.com/podcasts/topic/hubspot) - [Jason Lemkin (1)](https://blog.servicerocket.com/podcasts/topic/jason-lemkin) - [Jay Acunzo (1)](https://blog.servicerocket.com/podcasts/topic/jay-acunzo) - [Jay Gibb (1)](https://blog.servicerocket.com/podcasts/topic/jay-gibb) - [Kristen Hayer (1)](https://blog.servicerocket.com/podcasts/topic/kristen-hayer) - [LMS (1)](https://blog.servicerocket.com/podcasts/topic/lms) - [Lead with a Story (1)](https://blog.servicerocket.com/podcasts/topic/lead-with-a-story) - [Learning (1)](https://blog.servicerocket.com/podcasts/topic/learning) - [Michael Redbord (1)](https://blog.servicerocket.com/podcasts/topic/michael-redbord) - [Nils Vinje (1)](https://blog.servicerocket.com/podcasts/topic/nils-vinje) - [Optimizely (1)](https://blog.servicerocket.com/podcasts/topic/optimizely) - [Outcomes (1)](https://blog.servicerocket.com/podcasts/topic/outcomes) - [Paul Smith (1)](https://blog.servicerocket.com/podcasts/topic/paul-smith) - [Percolate (1)](https://blog.servicerocket.com/podcasts/topic/percolate) - [Reid Hoffman (1)](https://blog.servicerocket.com/podcasts/topic/reid-hoffman) - [Sales Engineering (1)](https://blog.servicerocket.com/podcasts/topic/sales-engineering) - [Sales Funnel (1)](https://blog.servicerocket.com/podcasts/topic/sales-funnel) - [Sarah E. Brown (1)](https://blog.servicerocket.com/podcasts/topic/sarah-e-brown) - [Sell with a Story (1)](https://blog.servicerocket.com/podcasts/topic/sell-with-a-story) - [Software Training (1)](https://blog.servicerocket.com/podcasts/topic/software-training) - [Steve Portigal (1)](https://blog.servicerocket.com/podcasts/topic/steve-portigal) - [Support (1)](https://blog.servicerocket.com/podcasts/topic/support) - [Technology (1)](https://blog.servicerocket.com/podcasts/topic/technology) - [User Research (1)](https://blog.servicerocket.com/podcasts/topic/user-research) - [Value Engineering (1)](https://blog.servicerocket.com/podcasts/topic/value-engineering) - [Zuora (1)](https://blog.servicerocket.com/podcasts/topic/zuora) - [collaboration (1)](https://blog.servicerocket.com/podcasts/topic/collaboration) - [professional services (1)](https://blog.servicerocket.com/podcasts/topic/professional-services) [See all](https://blog.servicerocket.com/podcasts/ep.-95-dave-duke-and-james-scott-omg-were-talking-customer-outcomes#) ### Latest Posts ### Archives - [February 2016 (6)](https://blog.servicerocket.com/podcasts/archive/2016/02) - [December 2017 (5)](https://blog.servicerocket.com/podcasts/archive/2017/12) - [June 2018 (5)](https://blog.servicerocket.com/podcasts/archive/2018/06) - [July 2018 (4)](https://blog.servicerocket.com/podcasts/archive/2018/07) - [August 2018 (4)](https://blog.servicerocket.com/podcasts/archive/2018/08) [![](https://assets.website-files.com/536835ece0e4c61a1e0002d0/536bbb278409cba93508c6eb_facebook.svg)](http://www.facebook.com/servicerocket) [![](https://assets.website-files.com/536835ece0e4c61a1e0002d0/536bbc66c0b084ab35bc82b2_google.svg)](https://plus.google.com/+servicerocket) [![](https://assets.website-files.com/536835ece0e4c61a1e0002d0/536bbf325ffc74066fd8c26f_twitter.svg)](http://www.twitter.com/servicerocket) [![](https://assets.website-files.com/536835ece0e4c61a1e0002d0/536bbc7f5ffc74066fd8c22c_rss.svg)](http://www.servicerocket.com/blog) - [Product](http://marketplace.servicerocket.com) - [Learndot (LMS)](http://www.learndot.com/) - [Atlassian Apps](https://atlassian.servicerocket.com/atlassian-apps/all-atlassian-apps) - [Services](http://servicerocket.com/services) - [Training Services](http://servicerocket.com/training-services) - [Utilization Services](http://servicerocket.com/utilization-services) - [Support Services](http://servicerocket.com/support-services) - [Atlassian Services](https://atlassian.servicerocket.com/services/consulting) - [Workplace by Facebook](https://www.servicerocket.com/workplace-by-facebook) - [Training](http://marketplace.servicerocket.com/courses) - [Atlassian Training](https://atlassian.servicerocket.com/training) - [eLearning](http://marketplace.servicerocket.com/elearning) - [Learndot Training](http://marketplace.servicerocket.com/category/learndot) - [Workplace Training](http://marketplace.servicerocket.com/category/workplace-by-facebook) - [Request a Course](http://marketplace.servicerocket.com/training/request_a_class.html) - [Resources](http://www.servicerocket.com/success/library) - [Blogs](https://blog.servicerocket.com) - [Documentation](http://docs.servicerocket.com/) - [Events](http://company.servicerocket.com/events/) - [Guides](https://www.servicerocket.com/success/guides) - [Newsletters](https://www.servicerocket.com/success/newsletters) - [Support](http://support.servicerocket.com/) - [Webinars](http://support.servicerocket.com/success/webinars) - [Company](http://servicerocket.com/company) - [About Us](http://servicerocket.com/company) - [Careers](http://careers.servicerocket.com/jobs) - [Contact](http://www.servicerocket.com/contact) - [Press](http://www.servicerocket.com/company#Press) - [Privacy Policy](https://www.servicerocket.com/legaldocs/privacy-policy) - [Legal](http://www.servicerocket.com/legal/documents) - [GDPR FAQ](https://www.servicerocket.com/legaldocs/gdpr-frequently-asked-questions) - [GDPR Data Request](https://info.servicerocket.com/learn-more-about-your-personal-data) ![](https://assets.website-files.com/5417148fa48c4dae190c9b0e/5456ea0911fe688e1cf31dff_rocket-left-blank-back.png) © 2019 ServiceRocket [![TRUSTe Privacy Certification](https://privacy-policy.truste.com/privacy-seal/seal?rid=46b9fe5f-10db-4adb-9140-80d4be85f4cb)](https://privacy.truste.com/privacy-seal/validation?rid=46b9fe5f-10db-4adb-9140-80d4be85f4cb) [ ![](https://assets.website-files.com/5417148fa48c4dae190c9b0e/5c33502b7569f5684bfe9e1a_aicpa.png)](http://www.aicpa.org/soc) [![Launch Your Career](https://no-cache.hubspot.com/cta/default/296336/1e90fcdb-7aab-48d4-afd1-dfc90bda5151.png)](https://cta-redirect.hubspot.com/cta/redirect/296336/1e90fcdb-7aab-48d4-afd1-dfc90bda5151)