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Separate Success Plans from CTAs and keep high level objectives top of mind in account summary

  • July 15, 2016
  • 3 replies
  • 42 views
connor_kasser
[i]We have looked into Success Plans for tracking high-level customer objectives and goals. We found the current feature to be insufficient for several reasons: 
  • [i]We don't think objectives should be a type of CTA. We think of the goals/objective for our success plans as high-level goals for the account that should be kept top of mind. They are not necessarily a  "Call to Action" and we wouldn't like them to show up in our cockpit with due dates (we know we can keep them as draft, but this doesn't seem right
  • [i]Ideally, these top of mind goals would appear in the summary section of C360, so everyone from the CSM to the executives can see them first thing when they open to account
  • [i]We would love to have a way to mark when these objectives/goals for the account are achieved, and this should trigger a milestone and be treated as a way to celebrate success (e.g. send email to executive sponsor) 
[i]We would love to see these features added to Success Plans or through a different module. 

      3 replies

      danella_stephany
      • danella_stephany
      • Contributor ⭐️⭐️⭐️
      • July 18, 2016
      We are rolling out Success Plans now. I will have more feedback after they are fully in use. However, I do like these ideas especially the second and third bullet. Concerning the first bullet, I like that they report similar to CTAs so the CSM is constantly reminded of the long term goals. It is very easy to get lost in the weeds so having that constant reminder of the long term goal helps the CSM refocus. 
        nitisha_rathi
        • nitisha_rathi
        • Expert ⭐️⭐️
        • July 26, 2016
        Hi,
        1. If you don't want to see objectives in cockpit, then you can apply a filter to exclude objective CTAs from cockpit view. The filters are sticky.
        2. We will think more on adding goals in summary section and will keep you updated about it.
        3. Ability to score achievement of objectives and success plan is in our roadmap. ETA to be decided.
        Thanks,
        Nitisha
        darkknight
        Forum|alt.badge.img+5
        • darkknight
        • Expert ⭐️
        • July 26, 2016
        We also like the Objective as a CTA.  It should be considered the "desired outcome" and the tasks underneath are the plan to help get the customer to that desired outcome.  I wouldn't change that.  

        You can create a rule to set a milestone when an objective has been completed, and I assume that if you have standard Success Plans (we do not) it would be possible to set up a Co-Pilot outreach to be triggered when a particular objective is met.
        Jeff Kirkpatrick
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