1. Align on company strategy to win customers

2. Define role for each team (AM, CSM, services, etc) to play in achieving the target outcome

3. Define the outcome metrics (these are typically lagging metrics like adoption rates, renewals, upsell, etc)

4. Here are some of the LEADING activities customer facing team can do to drive the outcome

• build relationships
• educate users
• joint success plans

5. Define measurements and build the tools to reliably track these leading indicators against targets.

6. Build calculations, decide percentages, etc. include a blend of both leading and lagging measures

7. Monitor and adjust (yes, you can adjust a comp plan as you learn).