Implementing the SPACE-SEA Framework - Ensuring Solution Engineering Activities Drive Customer Value

This is the third post in our five-part series exploring practical implementation of the SPACE-SEA framework. After examining satisfaction and performance, we turn our attention to activity - specifically, how to ensure the day-to-day work of Solution Engineers creates meaningful value for customers.

Understanding Activity Through the Customer Lens

Every activity a Solution Engineer undertakes should ultimately contribute to customer success. A technical discovery session isn't just about gathering requirements - it's about understanding how we can help transform a customer's business. A demonstration isn't merely showing features - it's illustrating how our solution solves real business challenges.

Consider a Solution Engineer working with a healthcare provider. Their activities might include analyzing current workflow bottlenecks, mapping out integration points with existing systems, and demonstrating how automation could reduce patient wait times. Each activity directly connects to the customer's goal of improving patient care.

Measuring What Matters to Customers

When developing activity measurements with your team, start by understanding the customer's perspective:

Discovery and Understanding

Activities that build deep customer insight:

• Understanding current business processes and pain points
• Identifying opportunities for business transformation
• Mapping technical requirements to business outcomes
• Learning about existing technology investments
• Understanding regulatory and compliance needs

Solution Development

Work that shapes customer success:

• Architecting solutions that align with business goals
• Creating proofs of concept that validate business benefits
• Developing implementation approaches that minimize disruption
• Planning for scalability and future growth
• Ensuring security and compliance requirements are met

Value Demonstration

Activities that help customers envision success:

• Creating demonstrations that showcase specific business benefits
• Building ROI models based on customer data
• Conducting technical workshops focused on value realization
• Documenting expected business outcomes
• Planning successful adoption approaches

Knowledge Transfer

Ensuring lasting customer success:

• Developing implementation guides that accelerate value
• Creating adoption materials that drive user acceptance
• Documenting best practices for optimal use
• Training customer teams on value-driving features
• Building reusable assets that speed deployment

Tools That Support Value Creation

Modern presales platforms like Elvance.io, Vivun and HomeRun can help track how activities connect to customer outcomes. These tools should help answer questions like:

• Are we spending time on activities that customers value most?
• Which activities consistently lead to successful implementations?
• Where do we need to adjust our approach to better serve customers?
• How can we replicate successful patterns across our customer base?

Developing Customer-Centric Measurements

Work with your team to understand:

1. Which activities most directly impact customer success?
2. How can we measure impact without losing focus on the customer?
3. What current activities might not be adding sufficient customer value?
4. How can we better align our work with customer goals?

Signs of Customer-Focused Activity

You'll know your approach is working when:

• Customers actively engage in technical discussions
• Solutions clearly address business challenges
• Implementation success rates improve
• Customer references increase
• Teams naturally focus on high-value activities

Moving Forward

The complete SPACE-SEA framework documentation provides additional context for activity measurement. As you implement activity metrics, consider:

1. How do your activities directly contribute to customer success?
2. What mechanisms help identify and prioritize value-creating work?
3. How can you ensure measurements maintain focus on customer outcomes?
4. What balance of activities best serves your customers' goals?

Remember that measuring activity isn't about tracking time - it's about ensuring every interaction moves customers closer to their business goals. Focus on measurements that help your Solution Engineers maximize their impact on customer success.

In our next post, we'll explore the Communication and Collaboration dimension of SPACE-SEA, examining how these critical skills amplify customer value creation.