Short answer
Value realization measures and communicates outcomes relative to agreed goals. Assess how evidence is defined, interpreted, qualified, and used in decisions, not whether a customer achieves an outcome shaped by many factors outside the employee's control.
About Value realization
Connects agreed customer outcomes to available evidence, reviews progress and limitations, and communicates what can and cannot be concluded without overstating attribution.
Use this competency for
- Roles that define, review, or communicate evidence of customer outcomes.
- Functions accountable for connecting product use and customer context to agreed goals.
Do not use this competency for
- Roles that report activity or usage but do not interpret it against an agreed customer outcome.
Important distinctions
Adoption management
Adoption management addresses gaps in meaningful use. Value realization examines whether agreed outcomes are progressing and what the evidence supports.
Success planning
Success planning defines outcomes, evidence, and checkpoints. Value realization reviews and communicates the evidence produced against that plan.
Expectations by level
IC1
IC1
Collects defined outcome evidence, records its source and period, and flags missing context or unsupported conclusions for review.
Observable behaviors
- Records evidence against the agreed outcome and checkpoint.
- Identifies the source, period, and known limitation of an input.
- Avoids presenting activity evidence as an outcome without explanation.
Examples
- Records workflow completion evidence and notes that the business outcome is not yet available.
- Flags that two reports cover different periods before they are compared.
IC2
IC2
Reviews value evidence independently for standard accounts, explains progress and uncertainty, and uses findings to support the next agreed decision.
Observable behaviors
- Connects evidence to the original outcome and baseline where available.
- Distinguishes observed change from claimed product attribution.
- Presents findings, limitations, and a proposed next review or action.
Examples
- Explains that a process changed after adoption while noting other changes that may have contributed.
- Recommends revising the measure when the original evidence cannot be collected consistently.
IC3
IC3
Shapes value realization for complex contexts by defining defensible evidence approaches, resolving conflicting interpretations, and improving how outcomes are reviewed across teams.
Observable behaviors
- Defines evidence options when direct outcome measurement is limited.
- Facilitates decisions when stakeholders interpret the same evidence differently.
- Improves shared guidance after reviewing recurring attribution or baseline problems.
Examples
- Defines a proxy measure and documents what it cannot demonstrate.
- Creates review guidance that separates operational evidence from financial claims.