Introduction
To maximize the impact of customer success efforts, goals need to be standardized and aligned with measurable metrics. This ensures consistency across accounts and allows teams to track progress effectively. In this article, we’ll explore how to document customer goals systematically, associate them with key metrics, and use Gainsight tools to make goals actionable and trackable.
Step 1: Centralize Goals in Success Plans
Organizing customer goals in a centralized system ensures visibility and consistency.
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Use Success Plans: Store goals in Success Plans to provide a single source of truth for all stakeholders.
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Standardize Goal Categories: Create uniform goal categories (e.g., revenue growth, efficiency improvements) to ensure consistency across accounts.
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Leverage Templates: Use Success Plan templates to streamline documentation and make tracking more efficient.
Step 2: Define Measurable Metrics for Each Goal
Every goal should have clear, quantifiable metrics to evaluate success.
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Identify ROI Metrics: Link goals to metrics such as cost savings, efficiency gains, or revenue improvements. Refer to Customer Success ROI Metric Design for ideas on metric design.
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Document Before-and-After States: Use measurable baselines to track the impact of customer success efforts over time.
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Integrate Metrics into Dashboards: Visualize metrics in Dashboards to monitor performance and trends.
Step 3: Ensure Collaboration During Goal Definition
Collaborating with customers and internal teams ensures that goals are both relevant and actionable.
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Involve Key Stakeholders: Engage decision-makers and end-users in defining goals during onboarding and EBRs.
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Validate Goals Using Surveys: Use surveys to gather pre-EBR inputs and understand evolving customer priorities before key meetings.
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Align Goals with Internal Processes: Ensure alignment with team strategies by reviewing goals during regular syncs.
Step 4: Track Goal Alignment Across Accounts
Monitoring goal alignment ensures teams stay focused on customer priorities.
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Use Timeline to Log Updates: Document discussions and changes to goals using Timeline.
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Automate Goal Tracking: Set up rules in Rules Engine to monitor progress and trigger CTAs if milestones are missed.
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Report Progress Regularly: Share updates with customers and teams through automated reports or dashboards.
What’s Next?
With standardized goals and defined metrics in place, you’re ready to validate these goals during onboarding to ensure alignment with customer business objectives.
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