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Want to start a thread on the road blocks of standing up customer goals in scalable way. Many of these were discussed in Beta but not updated in the GA release. Would like to know if anyone else is experiencing difficulties while trying to put together a POC for their leadership team

 

  • Limited to using APIs for updates and creations via rules engine. IE this means you need to have an admin that is comfortable enough with APIs to help your team maintain the Customer Goals. Would be better to have a rule action
  • Unable to limit display field editability
  • Cannot associate to a relationship from the C360 (like you can with other functions like Success Plans). Makes CSMs have multiple paths to create the same thing
  • Unable to require fields at “close” (see point below about “closed” identification”. Additionally, you can only require fields at the data management level which means if you add a field after records are created you cannot require that field. So flexibility to alter your layout is limited
  • Unable to distinguish a true “closed” status. OOTB contains “acheived”, but would be better to have status reporting categories (which is aligned with the design of the rest of the system anyways - CTAs, Success Plans)
  • Some fields you cannot remove from the layout IE objective. Objective is visible for AEs to attach during the sales process, however that will only work if you send prospects to GS. This is not a usable association for us and I would like to remove it
  • No timeline or comments
  • Unable to display fields from a lookup (only usable in reports, not in the actual customer goal)

Can we have beta posts opened to the rest of community? @bradley 

 

Thank you @AshutoshSingh  - any way you can put tentative timelines for these?  Also - can calls be updated/associated to timeline?

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   

I too would be interested in some kind of timeline. Mostly curious about the first item and how that will be different than the current goal library feature. I am curious to know if any of the feedback from the beta (and since) has been reviewed? As I mentioned, I’ve never fully deployed the feature myself for numerous reasons, but some of the core issues don’t really seem to be addressed - that were brought up in the beta.

 

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.

@AshutoshSingh

Does this enhancement mean that the association attributes (Entity Type, Relationship Name, Relationship Type, etc) will show by default in the 360 Customer Goals section? Any other enhancements around letting admins add columns to the default view for the Customer Goals C360.

Hi @jrich, it means there will be a column showcasing the relationship that a specific goal is associated with, presented in a manner similar to what we see in the cockpit

Hi @bradley ,
The enhancements are tentatively scheduled for the upcoming quarter (might change). We are planning to introduce a goal-type tab where admins will be able to create different goal types, each with its own layout and associated metrics. When creating a goal in the Goal Library, the fields and metrics displayed will be based on the type you select.
We've taken some feedback from the beta. I’d be happy to connect over a call to discuss this in more depth and address any specific concerns you may have.

@Wes French  Chekc out the list of items, do we have some we need to add here as well?

Hi @bradley ,
The enhancements are tentatively scheduled for the upcoming quarter (might change). We are planning to introduce a goal-type tab where admins will be able to create different goal types, each with its own layout and associated metrics. When creating a goal in the Goal Library, the fields and metrics displayed will be based on the type you select.
We've taken some feedback from the beta. I’d be happy to connect over a call to discuss this in more depth and address any specific concerns you may have.

This sounds interesting - I’d be keen to hear more as I had asked about the different layouts (or lack thereof during the betaI) and very interested on the updates. Would love to connect on a call to learn more.

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