Introduction
Effectively identifying and gathering customer goals is critical to building a strong foundation for achieving value realization. By aligning your internal strategies with customer priorities, you can ensure that your solutions are tailored to meet their specific needs. This article provides actionable steps for capturing customer goals using structured approaches, leveraging Gainsight tools to document and collaborate efficiently.
Step 1: Use Structured Surveys to Capture Goals
Surveys provide a scalable way to collect goals from customers across segments.
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Design Goal-Centric Surveys: Create surveys that focus on key business challenges, desired outcomes, and success metrics. Use Survey Design Best Practices to ensure clarity and relevance.
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Automate Survey Distribution: Use Journey Orchestrator to schedule and distribute surveys at scale.
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Incorporate Open-Ended Questions: Encourage customers to share detailed insights about their long-term goals and challenges.
Step 2: Conduct Stakeholder Interviews
Interviews help uncover deeper insights that might not surface in surveys.
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Prepare Thoughtful Questions: Focus on uncovering pain points, expected ROI, and strategic objectives.
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Engage Key Stakeholders: Include decision-makers and end-users to capture diverse perspectives.
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Log Responses in Timeline: Document key insights from interviews using Timeline for easy reference and collaboration.
Step 3: Align Customer Goals with Pre-EBR Inputs
Pre-EBR inputs ensure alignment before key business reviews.
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Design Pre-EBR Surveys: Use templates from Gainsight Surveys to collect updated goals, priorities, and discussion topics.
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Incorporate Feedback into Success Plans: Regularly update customer goals in Success Plans to ensure alignment with ongoing strategies.
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Use Dashboards to Track EBR Insights: Monitor pre-EBR survey responses using Dashboards for data-driven reviews.
Step 4: Collaborate Across Teams
Effective goal collection requires cross-functional collaboration.
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Centralize Documentation: Store goals in a unified platform like Success Plans or Timeline to ensure visibility across teams.
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Schedule Team Reviews: Host regular syncs to validate and refine captured goals based on evolving customer priorities.
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Use Playbooks for Consistency: Implement Playbooks to standardize the goal collection process.
What’s Next?
Having captured and aligned customer goals, the next step is to Standardize and define these goals with measurable metrics. This ensures that every goal is actionable and tied to tangible business outcomes. Stay tuned for the next article in this series.
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