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What's Your NBA? Using the 'Next Best Action' Framework™ to Accelerate Customer and Career Success
Driving Customer & Career Outcomes Through Strategic Action
By Elizabeth Blass, Chief Customer Officer
Lifelong fan of the assist.
The Power of the Next Best Action
Focus on One Move
You don't need to know the whole playbook; just run the next best play.
Perfect Timing
Great outcomes are from making the right move at the right moment.
Create Momentum
The NBA Framework helps you reduce overwhelm, regain clarity, and create momentum.
Unlike planning frameworks, the NBA Framework is about in-the-moment execution; it's the clarity you need when the clock is ticking.
NBA for Career & Customer Success
1
This framework works because it meets you where you are.
2
Use it in 1:1s, renewals, strategy sessions, and personal growth decisions.
3
It's not just about outcomes. It’s about building flow.
The Next Best Action Framework
1
Know the Game Situation
Understand your timing, your position, and what the moment requires.
2
Scan the Court
Look for opportunities, signals, and shifts others might miss.
3
Make the Play
Act with purpose; decisiveness builds momentum.
A simple, repeatable approach to making smart moves in your career and customer strategies.
NBA Framework Step 1: Know the Game Situation
In basketball, elite players know the score, the clock, and the momentum. Know what quarter you are in and evaluate what this moment calls for.
For Your Career
Ask Yourself:
  • Are you in growth mode, building skills?
  • Stabilizing after a promotion or change?
  • Preparing for a strategic transition?
For Your Customers
Ask Yourself:
  • Where is this customer in their journey?
  • Are they expanding, at risk, or needing a renewal strategy?
NBA Framework Step 2: Scan the Court
Players don’t watch the ball - they read the floor.
For Your Career
Elite professionals read signals others miss.
  • What signals am I getting from
  • Leadership?
  • Peers?
  • Market?
For Your Customers
Customer success requires situational awareness.
  • What behavior, usage, and feedback patterns are emerging?
Ask Yourself:
  • Where is the opportunity or blocker?
  • What’s the defense doing?
  • What lane is opening up?
NBA Framework Step 3: Make the Play
On the court, hesitation kills momentum. If you know the situation and see the signals but don’t move, you’ve stalled the game.
Ask Yourself:
  • What single action will move this forward right now?
  • What builds rhythm and unlocks the next move?
  • Am I hesitating out of fear or lack of clarity?
  • Can I learn something, even if it’s not perfect?
Timeout: Did the Play Work
Not every shot goes in, but the right read always matters.
Indicators of a Good NBA
You feel momentum.
The next move becomes clearer.
The ball is moving.
Ask Yourself:
  • Did that play create energy?
  • Did it open space?
What Gets in the Way
Analysis Paralysis
Over-dribbling instead of making the play.
Lack of Clarity
Poor court vision limits effective action.
Waiting for Perfection
Shot clock violation. Opportunity lost.
Your NBA Framework
Know the Game Situation
Understand your timing, your position, and what the moment requires.
Scan the Court
Gather data. Observe behaviors and signals.
Make the Play
Act with purpose; decisiveness builds momentum.
Progress is built one smart play at a time. You don’t need to master the whole game - just take the next best shot.
Measuring Your Impact
In basketball, impact isn’t just in points; it’s in assists, steals, rebounds, and momentum plays.
Career Indicators (Off-the-ball stats):
  • Trusted by leadership and peers
  • Asked to lead or influence key initiatives
  • Increased clarity in career direction
  • Promotion or new opportunity
Customer Indicators (Scoreboard stats):
  • Customer renewals or expansions
  • Proactive engagement from stakeholders
  • Resolution of known blockers
  • Direct customer feedback or referrals
Ask Yourself:
  • What shifted because of my last play?
  • Am I creating outcomes—or just motion?
  • How would I stat out my impact this quarter?
Start Your NBA Journey Today
Commit to Daily Action
One NBA every day builds championship habits.
Track Your Assists
Document customer and career wins.
Elevate Your Game
Expand your influence. Become the MVP.
Your Next Best Action
Your NBA journey doesn't end here. Let's talk hoops or Revenue Growth - find me on LinkedIn.
Be the first to get updates on our new CS Talent book: http://eepurl.com/jaY-jU
Connect
Find me on LinkedIn.
Coming Soon
Be the first to get updates on our new CS Talent book.
Execute
Take your next best action today. Make the assist count. NBA Framework ™Coaching Guide
NBA Framework™ Coaching Guide
Use this guide to help a team member get unstuck, make progress, or move with intention.
1
Know the Game Situation
Help them define where they are and what's at stake.
Prompt questions:
  • “What part of the journey are you in right now—beginning, middle, or transition?”
  • “What does this moment require—urgency, patience, resilience, or boldness?”
  • “Are you building, stabilizing, or preparing to move?”
What to listen for:
  • Lack of clarity about phase or priorities
  • Misalignment between goal and action
  • Emotional cues like frustration or inertia
2
Scan the Court
Help them read the environment and spot important signals.
Prompt questions:
  • “What signals are you getting—from your team, leadership, or the customer?”
  • “What are people saying—and what are they not saying?”
  • “Is there a blocker you’re avoiding?”
  • “Who’s in position to help—or slow you down?
What to listen for:
  • Missed feedback or pattern recognition
  • Overwhelm from trying to do too much
  • Hidden opportunities they’ve stopped noticing
3
Make the Play
Help them move decisively, even without complete certainty.
Prompt questions:
  • “What’s one action that would move this forward—even a little?”
  • “What’s the smallest move with the highest signal?”
  • “What would you do if you weren’t afraid of getting it wrong?”
  • “If I told you to take action in the next 24 hours, what would you choose?”
What to listen for:
  • Hesitation from perfectionism or fear
  • Talking in circles without a decision
  • Needing permission to move
End with accountability: "What will you do before the end of today? How will we know if it worked?"