We are exploring using Customer Goals for 2026. Tracking customers goals are essential for CSM’s and managing them should be easy to do. We will not be using the Metrics area as it seems to cumbersome, and for us it’s more of a Goal Status completion pattern (On track, Off track, On hold, Achieved) versus percent complete so we will just use those statuses to track the progress.
Two Ideas:
- Idea 1: Add the ability to have the Relationship Name field be a required field on the goal or an option to have it as an Associated record to the relationship even though added at the company level.
- Reason is, we track all of our work/progress in Gainsight at the Relationship level as each Relationship represents a different product-each product has a different team of individuals within the company that use it so it’s almost like a totally separate customer.
- Reason is, we track all of our work/progress in Gainsight at the Relationship level as each Relationship represents a different product-each product has a different team of individuals within the company that use it so it’s almost like a totally separate customer.
- Idea 2: Ability to add goals during the QBR Timeline entry from the calendar widget tab on HOME screen.
- Reason is, we will be adding goals during the QBR, which is added to our timeline via the Home/Calendar widget, but when doing so, this goes to the C360 with an Associated Record to the R360. But now we will have to go into the R360 separately and in another screen to add the goals. It’s just too many clicks.