Customer Goals - Road Blocks to Switching from Success Plans

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