Creating Customer Success - Episode 17: Paul Henderson

In this episode, we spoke with Paul Henderson, otherwise known as the Outcomes Guy. Paul founded and runs a company called Outcome Leaders, who lead organisations to outcome-based Customer Success. Before founding Outcome Leaders, Paul Henderson led the Asia Pacific region for a mid-sized enterprise software company. He had 200 people across nine countries supporting 800 enterprise customers. For the last five years in this role, he led the design and running of an outcomes program across the whole region. He learnt what worked and what didn’t across diverse cultures. 

At the end of that five years, Paul realised that lots of other technology vendors were struggling to deliver real success for their customers, and with over five years’ experience, he thought he could help them. Paul also really cared about customers achieving the outcomes they bought software to achieve. Paul then left the software company, spent one and a half years researching and writing, and published his second book; The Outcome Generation: How a New Generation of Technology Vendors Thrives through True Customer Success. Paul’s practical experience and his research for the book underpin the Outcome-based Customer Success program.