Love this! I’ve had similar conversations about this with product, and @minh_phan happy to have that call on Goals blockers whenever you’re free Maybe we can include @andreammelde in it? @anirbandutta 

Pretty much why I don’t adopt GA features ever.  They are rarely usable right out of the gate.  

I’ve said it before and I will say it again - GS really needs people on staff who have worked in CS Ops and used platforms like GS in the real world to advise on design. 

Thanks for the round up.

@sshroff and I are bringing this up internally. cc @jake_ellis 

I have a few additions that we are experiencing as well:

• Inability to associate Customer Goals with Objectives.
  • Use case: We are a multi-product org, and each product family has its own set of Desired Customer Outcomes that ideally, we’d like to make Customer Goals.  We definitely like being able to associate them with a Success Plan, but don’t want our teams to have to create multiple Success Plans to be able to indicate the objectives under that Success Plan are for a specific DCO.  So for example, a customer might have DCOs: 1. Consolidate MarTech stack and 2. Decrease the risk of data breaches.  Ideally, we’d associate both of those with the Success Plan, and then, have a specific objectives that we would tie to either Customer Goal 1 or 2.
• Lack of respect for multi-select picklist dependencies.
  • Use Case: For each Customer Goal, we’d like to be able to specify the products that it relates to (could be multiple), and then, have a filtered multi-select dropdown for the benefits expected from it based on the product(s) chosen in the first dropdown

Agreed, which is why the GA release in the fall we didn’t adopt but I had hoped there would be more progress in the Feb release other than just APIs

Great post. Some of the feedback you’ve provided are in direct relation to Gainsight’s attempt at simplifying and improving the admin experience. ie, if you’re going to build a new feature, you need to ensure it’s supported by your existing functionality (rule actions instead of API). Gainsight team, here’s a well laid-out way of setting up Customer Goals to make admins happier!

I appreciate it being simpler than Success Plan/ Objectives! less layers and CSMs can more quickly identify what their customer goals are when purchasing our products. However, it became so simple, it made it difficult to scale and report on. Reports are especially important with customer goals bc this info is something top level management wants to keep track we are supporting our customers needs

If only there was a way to put it in front of users for feedback before it goes live  :D

Adoption wise for CSMs, it would also be helpful to have “Customer Goals” in the global nav like Success Plans. GS has historically used Success Plans and Objectives to track goals, so to help CSM mentally shift where they click, having it directly on the navigation would help with rewiring than having to go to C360. Additionally, CSM could then see their whole book of business in one spot.

Would like to add permissions as to who can delete as well.

Rather than delete something, we want to enforce tracking if the items was not done/ changed part way through and only delete if it was truly created in error. In order to do so, we would want CSMs to request to delete. This will help us maintain historical context

Would also be great to have a widget in the C360. Right now we can display widgets for Success Plans and CTAs.

Would also be great to have a widget in the C360. Right now we can display widgets for Success Plans and CTAs.

 

Just mentioned this to my CSM yesterday.  Would love to be able to display them in the Summary section as a quick reference instead of them living in a different tab.

Found an issue trying to use dependent dropdowns:

According to support, this is INTENTIONAL. Mind blowing that dependent drop downs work everywhere else in data management but not a brand new feature. Seems more like a miss in development to me

Also, just posted this:

Seems like a miss.

Found an issue trying to use dependent dropdowns:

 

According to support, this is INTENTIONAL. Mind blowing that dependent drop downs work everywhere else in data management but not a brand new feature. Seems more like a miss in development to me

 

I have a Support ticket open about this as well.

Disappointed that it seems the only thing coming in the new release for Customer Goals is dependent drop downs will be added.

Breaking out some items for their own upvotes, especially seemingly low hanging fruit, geared towards adoption:

@bradybluhm

Just dropping in here to say this collection of ideas and feedback is amazing, AND I have already seen significant changes from the GS product team related to a lot of the ideas shared here, e.g. Rules Engine action type for Customer Goals. 

You may not be surprised to learn much of this feedback was given in the beta :)

Waiting for the holy grail of the ability to associate to objectives (and via rule!).

@revathimenon Can you tag the current PM of Customer Goals on this thread? Every time I remember this feature exists and have a possible use case, I look at it and die a little inside. I’d really like to know if any of these things are even on the roadmap or if Goals are just dead in the water.

@victoria_peeker_barry I just came across this and thought about what you mentioned earlier on the cutover to Customer Goals from Success Plan Objectives. Just wanted to share. 

@Carol_Keyes thanks - this summarizes many of the concerns and what we are testing in the sandbox based on newly released functionality

Hi all, Thanks for the feedback regarding the challenges you’re facing with customer goals. We truly understand how important these features are for your workflows, and we appreciate your patience as we work through these issues. It’s clear that the experience hasn’t been ideal, and we are committed to making meaningful improvements to support your needs.

While we aren’t able to address every concern immediately, we have identified several key areas to focus on in the near term to improve your workflow and help alleviate some of the frustrations you’ve experienced.

Items Planned:
Goal Type Enhancements:

• We’re introducing different goal types to help you categorize your goals from the outset, making organization much easier.
• Admins can associate these goal types with specific companies and multiple relationships, with the option to automatically assign them to new relationships.
• Admins will be able to associate relevant metrics with these goal types and select the appropriate metrics during goal creation from a defined list.

Metric Selection:

• CSMs will be able to choose metrics defined by admins through a multi-select dropdown when creating goals. This ensures that only the selected metrics will be visible in the All Metrics section, rather than displaying a list of all available metrics.

Custom Filters:

• Admins will have the ability to create and share custom filters with CSMs, enabling them to display relevant goals based on specific criteria. This will ensure that CSMs see a filtered list of the Goal Library based on relationship and company attributes.

Bulk Upload for Goal Library:

• Admins will have the option to bulk upload goals using a CSV file, with built-in validation to ensure all entries are correct. Logs will be provided for any errors encountered during the upload process.

Association to Playbooks:

• Admins will be able to associate goals in the Goal Library with a Playbook that includes a standard CTA due date. This will allow end users to automatically create CTAs when associating goals with Success Plans.

Goal Visibility:

• CSMs will be able to view a list of all goals (Company and Relationship) with the relevant associations in the Company Goals Section.

Thank you for your continued support and understanding. Please feel free to share any further thoughts or let me know if you have any questions or need clarification!

​​​​@bradley, @ckeyes_bmc, @victoria_peeker_barry, @rahul_prayakarao, @rakesh