Inside Outline

Stay up to date on customer practices, design, and other company news

Putting your customers at the center of everything
Riddle me this – what is a company without customers? Nothing. Zilch. Zip. Nada. Customer Success = Company Success In successful companies, customers drive everything, regardless of their size, industry, or location. Customers are always at the center of those company’s decisions. Customers drive new growth through referrals and brand awareness. After all, your current customers make up 80% of your company's overall ARR. In short, your customers are the most valuable asset that your company has. Now, let’s talk about Customer Success. You’re the ones who work with customers on a day-to-day basis. You're the first to hear their feedback and what they need. You know exactly what needs to be done to make them successful. Keeping an eye on what's needed both strategically and tactically and aligning your internal teammates can be tough to manage. You are essential to your customer's success.  You are the peanut butter to their jelly. Your work is critical to driving your company's product and business decisions and, ultimately, its success. To coordinate with Product, you might submit a ticket using a form, track that ticket in another system, and alert them to the urgency through a third process. To take notes on your client interactions, you might use one system, but need to capture their health in another. You probably use another system or two to communicate directly with your clients and your Sales teams. Your most important work is happening everywhere. There should be a more streamlined, intuitive, and actionable system that supports the core of your work, all from one place. That's why we're building Outline.  We believe in putting you at the core of everything, so your customers can be at the center of every decision. We want to help you drive product-led growth through scalable customer growth and happy users. Imagine using a single platform to share your customers’ product needs and upsell opportunities with your internal teammates, to track your meeting notes and next steps, and even to close the loop with the customers themselves. We're supercharging your workflows so you can focus more on what really matters - your customer relationships. With the extra time you get from a more efficient system, you'll be able to create even stronger relationships at scale. The most successful companies out there are realizing the importance of the Customer Success role. Let's make your job easier, more efficient, and, ultimately, more impactful for your business and your customers. With Outline, you're putting your customers at the center of it all. ⚡
Liz Ferguson, September 2nd, 2020
Introducing Outline
Put your customers at the center of everything. We believe that your customers define your success story. Your company's growth is determined by your customers' success — it's no coincidence that the most iconic companies have the happiest customers. The art of developing meaningful relationships, driving adoption, and ensuring engagement throughout the customer journey requires both strategic alignment and coordination. Customer Success emerged nearly a decade ago for this exact reason. A lot has changed since then. But the software hasn't. Customer Success teams are operating in completely new ways. There's a larger focus on the overall customer experience as workflows have become more collaborative, needs have become more dynamic, and the stakes have become higher. The majority of tools today are passive and reactive dashboards that require you to do the core of your work elsewhere. We're setting out to change that. Meet Outline. We're on a mission to make Customer Success the central operating system of your organization. Outline makes it simple to manage customers, align cross-functional teammates on user needs and feedback, and deliver unified success at scale — all from one platform (finally!). We're supercharging your workflow so you can spend more time focusing on what matters, your customers. Our team has spent years designing and building software on high-growth teams. We've experienced firsthand the impact of aligning everyone around the voice of the customer. This is where magic happens, and we're enabling every team, and every company, to experience that. We can’t wait to show you what’s next. Outline is currently in private beta with select customers, but you can sign up for our waitlist here. We want to thank our early investors — South Park Commons, Parker Thompson and Matt Tillman of TnT Ventures, Mat Johnson, among other incredible angels — our early advisors, Sunil Joseph, and our early customers for not only sharing our vision but also laying the foundation to make it possible. We cannot wait to build Outline alongside you all.
Outline Team, August 19th, 2020

San Francisco, California
© 2020 Outline Software, Inc.