Customer outcomes

Connect promise
to outcome.

PromiseArc helps B2B companies prove that customers are achieving the value they were promised, see where progress is slipping, and act before it becomes a renewal problem.

See PromiseArc ↗How it works ↓

01Promise

04Evidence

06Outcome achieved

PROMISEOUTCOME

01 / The gap

Companies know what they sold. Can they prove the customer achieved what they bought?

CRM, product, support, and delivery systems can show what was contracted, implemented, used, discussed, and escalated.

Activity is not evidence of value. A customer can be fully deployed and highly active without achieving the business result that justified the purchase.

If that gap stays hidden, teams discover it late. Renewal conversations become reactive, executives lack a clear account of value, and expansion is harder to support.

Renewal surprisesWeak executive conversationsUnclear accountabilityMissed expansion

02 / The Promise Arc

How PromiseArc works

PromiseArc starts with why the customer bought and defines what success should look like. It tracks the path to that outcome, records the evidence, and helps teams act when progress slips.

  1. 01

    Promise

    Identify the business result that justified the investment, not just the product or SKU.

  2. 02

    Outcome

    Define clear, measurable outcomes for the customer.

  3. 03

    Value Path

    Set out the milestones, changes, adoption, dependencies, and stakeholders needed to reach each outcome.

  4. 04

    Evidence

    Record clear evidence of progress and value achieved.

  5. 05

    Cadence

    Review progress and evidence throughout the customer relationship, not just at renewal.

  6. 06

    Decide & Act

    See what is at risk, where there is opportunity, and who needs to act next.

03 / Managing customer value

Manage customers around outcomes, not activity alone.

THE USUAL VIEW
  • What did we sell?
  • Did we implement it?
  • Are they using it?
  • Is the customer happy?
  • What is their health score?
THE PROMISEARC VIEW
  • What outcome did the customer purchase?
  • What must happen to achieve it?
  • What evidence proves progress?
  • Where is value at risk?
  • What should we do next?
  • Can we defend renewal—or expansion?

Evidence over scores

You should be able to explain why a customer is healthy, why an outcome is at risk, and what evidence supports that conclusion.

04 / The product

The decision layer around customer outcomes.

PromiseArc connects commercial context with customer outcomes, progress, evidence, risk, and action.

It works alongside the systems teams already use. CRM, support, delivery, and product data each tell part of the story; PromiseArc connects them around the outcome the customer bought.

◯ PromiseArcPRODUCT VIEW

Customer workspace

Keep the customer’s commercial and outcome context together.

See the original promise, active outcomes, value paths, evidence, risk, renewal posture, and next actions without piecing the account together across systems.

  1. 01 Commercial context
  2. 02 Outcomes
  3. 03 Evidence
  4. 04 Decisions & actions
Approved product screenshots will replace this capability view when available.
01

Customer portfolio

See customer outcomes alongside commercial context, risk, renewal posture, and next actions.

02

Outcomes & value paths

Define success, then track the conditions and progress needed to reach it.

03

Evidence

Capture clear, defensible evidence that the customer is receiving value.

04

Risks & actions

Make gaps visible early and give each next action an owner.

05

Renewal & expansion

Bring evidence of customer outcomes into renewal and expansion decisions.

06

Executive reporting

Give account reviews, QBRs, EBRs, and leadership discussions a clear account of customer value.

Platform direction: Tenant-scoped connections to CRM, support, product, delivery, and other customer systems are planned. Availability will be described as integrations are released.

05 / Commercial clarity

Renewal should not be the first moment you discover whether a customer received value.

PromiseArc keeps a running record of what was promised, what has changed, what the evidence shows, and what still needs attention. Renewal risk becomes easier to explain and address before the contract is due.

06 / Who it’s for

For leaders responsible for customer value and revenue.

Revenue leadership

Know whether the customer has a defensible reason to renew and where evidence supports expansion.

Revenue Operations (RevOps)

Keep renewal timing, commercial context, ownership, and outcome evidence connected so teams can run a more consistent renewal process and spot gaps earlier.

Customer leadership

Give Customer Success a clear way to manage measurable outcomes, evidence, risk, and action.

Executive leadership

Understand where customers are receiving value, where that value is at risk, and where the organization needs to respond.

Services & delivery

Connect implementation and delivery work to the business result it is meant to enable.

07 / About

Why PromiseArc exists.

B2B organizations should be able to prove that customers achieved the outcomes they were promised.

PromiseArc is being developed by Outcome Labs to make this way of working practical across customer portfolios and throughout the customer relationship.

See PromiseArc

See how PromiseArc works.

If you want a clearer view of customer outcomes before renewal, we should talk. We can walk through PromiseArc and discuss how it could fit your customer process.

Talk to us ↗