SPICED: A Uniform Framework Across the Entire Customer Journey (Article 3 of 3)

SPICED is a uniform framework based on the fundamental principle that recurring revenue comes from recurring impact. It helps marketing, sales, and customer success teams drive consistent impact for their customer. The framework creates a first-of-its-kind uniform operating model for any business based on a recurring revenue model, such as that of SaaS. It can be used by the seller to help a customer navigate the internal buying process by matching the impact and critical event to the customer's business requirements.

When all teams use a customer-centric, impact-focused methodology, you can eliminate the communication gaps between your revenue teams and create a better customer experience to drive more recurring revenue. The Bow Tie creates a coherent data model that the revenue operations team can use to develop growth formulas and provide growth estimates. Additionally, the SPICED framework provides the human resources department with a framework for career progression.

To uncover the treasure that comes from achieving customer impact, you need to not only dig in the right place but also get everyone else on the team to dig in the same place with you. Moving to the Bow Tie model, aligning your revenue functions around customer impact, and centering your revenue operations on net revenue retention (NRR) are three actions all recurring-revenue businesses should consider.