Enablement Effectiveness Measurement System · Phase 1 — Pre-Launch
EEMS™ v1.0
Tool 1 of 7 · Phase 1 — Pre-Launch
Purpose: Name the specific business metrics this program must move before any design decisions are made. Must be complete and sponsor-approved before baseline collection begins. Activity metrics (completions, hours, satisfaction scores) do not qualify as business outcomes.
Rule: Every outcome must be specific enough to collect data against, already tracked (or feasibly trackable), and directly influenced by CSM behavior. If you cannot answer "what number changes, and in which data source?", the outcome is not ready.
Document Header
Business Outcome Register
Strong CS outcome examples: Days from hire to first independently-led QBR · % at-risk accounts identified before health score drops to red · Renewal rate for program graduates vs. control · Expansion attach rate · Average time to first value milestone
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Metric Name
Data Source
Current Value
Target Value
Time Horizon
CSM-Influenced?
Outcome Quality Check All three questions must pass before the outcome is approved
Outcome #
Metric
Specific enough to collect data?
Already tracked?
Sponsor confirms it matters?
Status
Theory of Change Documentation The causal chain from program participation to metric movement — tested by L3/L4 measurement