define desired business outcomes in the customer's own metrics, capture baselines before the change with the method and date behind each, set targets and success criteria stated as what must be observably true, and build the mutual action plan with owners and dates on both sides that a named custome
define desired business outcomes in the customer's own metrics, capture baselines before the change with the method and date behind each, set targets and success criteria stated as what must be observably true, and build the mutual action plan with owners and dates on both sides that a named customer stakeholder has actually agreed. use for success plan creation and refresh, joint success planning