Introduction
Tracking verified outcomes is essential to demonstrate the tangible value customers gain from your product. By linking outcomes to predefined metrics, you can measure ROI effectively and communicate success transparently. This article outlines how to leverage metrics to track verified outcomes and ensure alignment with customer goals.
Step 1: Define and Document Metrics for Customer Goals
Use Customer Goals to define specific objectives and Success Plans to track broader alignment.
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Use Customer Goals for Specific Metrics: Capture objectives like cost savings or efficiency gains using the Customer Goals feature.
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Integrate with Success Plans: Align these goals within Success Plans to provide a holistic view of milestones and actions.
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Standardize Metrics: Use templates to ensure consistency in goals and metrics across accounts.
Step 2: Track Outcomes Using Timeline
Document verified outcomes tied to both goals and success milestones.
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Log Milestones in Timeline: Use Timeline to document key events and achievements.
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Tag Goals to Outcomes: Reference Customer Goals when recording verified outcomes for better traceability.
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Track Broader Milestones: Use Success Plans for tracking and visualizing how goals contribute to the overarching plan.
Step 3: Visualize Metrics and Outcomes in Dashboards
Dashboards enable real-time monitoring and effective communication of progress.
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Build Outcome-Centric Dashboards: Use Dashboards to visualize metrics like ROI trends, goal completion rates, and health scores.
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Integrate Customer Goals: Include insights from the Customer Goals feature to provide a comprehensive view of progress.
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Share Dashboards with Stakeholders: Automate reports to share visualized metrics and outcomes with internal teams and customers.
Step 4: Establish a Continuous Feedback Loop
Refine metrics tracking and alignment processes based on customer feedback.
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Collect Feedback on Goals: Use Surveys to gather insights on perceived value and effectiveness of goals.
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Adjust Metrics Dynamically: Revisit and refine metrics based on evolving customer needs or market changes.
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Automate Alerts for Progress: Use Rules Engine to trigger notifications for milestone completions or delays.
What’s Next?
The next step is to capture verified outcomes systematically using Gainsight tools, ensuring all critical data is logged and accessible for analysis and reporting.
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