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darkknight
darkknight
Expert ⭐️
February 21, 2019
Question

Goals for CS Operations

  • February 21, 2019
  • 2 replies
  • 119 views
I was having a conversation with my CS Ops director today around goal planning. To be honest, we found ourselves a bit stuck.

I was curious what Gainsight or other organizations have come up with as it pertains to goal setting for Gainsight Administrators?

      2 replies

      kelly
      kelly
      Helper ⭐️⭐️⭐️
      February 21, 2019
      Have you considered preparing/presenting QBRs?

      For the prior quarter:

      • # of processes automated
      • # of redundant CTAs removed
      • # of new features released
      • # of requested features solved for, etc.
      • X% reduction in service tickets submitted (internally)
        seth
        seth
        Expert ⭐️
        February 24, 2019
        My gut on this, Jeff, is that it's more about Management By Objective. If you can agree on the key projects/value to deliver, then that helps make it really clear to management what value you're adding, helps give you a specific finish line that feels meaningful, and forces management to have the strategic conversation with you about what you should be workng on. How does that resonate with you?

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