Customer Goals - Road Blocks to Switching from Success Plans

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   

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

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.

@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.