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lauren_olerich
Gainsight Employee ⭐️
lauren_olerich
Gainsight Employee ⭐️
September 27, 2022

EVOLVE with Gainsight - October 6, 2022

  • September 27, 2022
  • 11 replies
  • 518 views

For those joining EVOLVE with Gainsight, our Product Launch Series event, happening on October 6th, 2022, this page will be the go-to place for any comments or questions.

Our product team will monitor this thread and reply to every question you have.

We’ll also share the post-event survey once the event concludes to continue to improve our product launch events.

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    Anil Raj Pujari
    Anil Raj Pujari
    Helper ⭐️⭐️
    October 11, 2022

    Is there more documentation on the use cases of Customer Goals vs Success Plans? I got the below response in the meeting chat “Success Plans are tactical tools to align work and actions required to achieve specific goals while Customer Goals is the larger strategic tool to align teams around a customer's overarching desired outcomes and Success Plans can be a part of a Customer Goal.” We use standard CTAs as the tactical tool to align work and actions and the Success Plan is the strategic tool. I like the idea of Customer Goals but not sure how to work it into our instance. Is there more documentation on Goals?


    The documentations will be available soon. But I will try to explain the purpose of Customer Goals and Success plans going forward.

    Information on customer objectives/goals is siloed inside success plans created by different CSMs/team/department. But realising customer’s goal is a collaborative effort. Teams across the organization need the visibility of goals customer is trying to achieve and how their work affects these goals. To make customer obsession an organization wide initiative the goals have to be collectively tracked in a centralised location. 

    This is where “customer goals” comes in. It enables all teams to collectively capture & track goals from a dedicated page in C360. Allows CSMs to prioritise and plan work on the goals. Empowers sales to showcase outcomes realised to customer and hence the value delivered.

    More importantly tracking objectives in customer goals section opens up success plan for more tactical project management use cases such as onboarding, adoption or account planning. Many customers already leverage success plans for these use cases. One of the immediate roadmap feature supporting this direction is capturing/tracking multiple CTA types in success plan (other than objective CTA type). 

    Though going forward overarching goals of the customer can be tracked from the customer goals section in C360, user can continue tracking goals local to success plan through objective CTA type

     

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