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Introduction

Customer goals evolve over time, influenced by shifting priorities and market conditions. Regular check-ins provide an opportunity to validate and adjust goals to ensure ongoing alignment with customer needs. This article outlines how to leverage customer interactions to refine goals and keep Success Plans actionable.

Step 1: Structure Check-ins Around Goal Validation

Make goal validation a core focus of customer check-ins.

  • Prepare Using Pre-Meeting Inputs: Use Surveys to gather customer updates before check-ins.

  • Align on Progress: Start discussions by reviewing existing goals and milestones documented in Success Plans.

  • Document Insights: Log key takeaways and updated priorities in Timeline.

Step 2: Identify Evolving Customer Priorities

Understand how customer needs have shifted since the last review.

  • Use Dashboards for Context: Refer to goal progress and health metrics via Dashboards.

  • Ask Probing Questions: Focus on uncovering new challenges or opportunities influencing customer objectives.

  • Validate Feasibility: Reassess whether current goals remain realistic and adjust timelines or metrics as needed.

Step 3: Refine Goals for Better Alignment

Update goals to reflect the latest customer insights and priorities.

  • Modify Success Plans: Adjust milestones and add new goals directly in Success Plans.

  • Establish Updated Metrics: Collaborate with customers to redefine measurable success indicators.

  • Communicate Changes: Share updated plans with customers post-check-in to ensure alignment and transparency.

Step 4: Track Adjusted Goals Over Time

Monitor progress to ensure updated goals drive measurable outcomes.

  • Set Automated Alerts: Use Rules Engine to notify teams of overdue or at-risk milestones.

  • Review Outcomes in Future Check-ins: Use previous updates to inform discussions and track long-term alignment.

  • Iterate Regularly: Leverage recurring insights to refine processes and improve the goal-setting framework.

What’s Next?

Integrate alignment reviews into Executive Business Reviews (EBRs) to provide a comprehensive platform for showcasing progress and refining strategies collaboratively.

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