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Gainsight Inc.

Create Customer Goals

Gainsight NXT

 

This article helps CSMs create goals and associate CTAs and Success Plans to Customer Goals.

Overview

Customer Goals lets you capture and track all of your customers' goals from a dedicated page in C360. It enables you to plan and prioritize the goals with your customer, using Cockpit CTAs and Success Plans. It provides visibility across teams. It helps you to present the business goals achieved by your customers with the help of your products and services.

Customer Goals vs Success Plans

Understanding the differences between Customer Goals and Success Plans is key to effective customer engagement. This section clarifies their unique roles and how they complement each other in helping you achieve customer success more efficiently. 

Category Customer Goals Success Plans

Purpose

Capture and track customer’s goals from C360.

Manage and communicate the progress of key projects like onboarding or risk management

Function

Uses Cockpit CTAs and Success Plans for planning and prioritization of customer goals..

Uses Objective CTAs and associated tasks to manage projects.

Visibility

Enhances cross-team coordination to meet customer objectives.

Ensures consistent approach to bussiness scenarios by using admin-created templates. 

Integration

Fully integrated within C360 for a comprehensive customer overview.

Linked with Objective CTAs for a structured way to manage tasks and objectives within a customer’s Success Plan.

Benefits

Showcases the business goals that customers achieve using our products and services.

Forsters  transparency and trust by sharing  progress with customers..

Administration

Focuses on planning and prioritizing goals with customers.

Standardizes method for addressing and achieving any project by using admin-created templates.

Create Goals

You can create goals by selecting a goal from the Goals Library and customizing it as per your requirement or create a new goal. Once the goals are created, you can associate CTAs and Success Plans to it to track the progress.

Add Goals from the Library

The Goals Library provides a list of standard goals that you can select from. You can also use these goals as reference while creating new goals.

To add goals from the library:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Click Add Goal.
  3. From the slide-out panel, click Goals Library.
  4. Search for the required goal using the search bar. 
  5. Click the selected goal to view details.
  6. Verify the goal details. You can modify the default values in the fields as per your requirement.
  7. Click Add Goal.   

Create Goals Manually

To create new goals:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Click Add Goal.
  3. In the slide-out panel, enter the required goal details. All fields marked in red are compulsory. 
    Note: In addition to the system fields, the fields added by your admins will appear in the Add Goal slide-out panel.
  4. Click Add Goal.

Add Goal manually.jpg

Using Metrics to Track Customer Goals

Tracking metrics is crucial for assessing the progress and success of customer goals. CSMs use metrics to track and manage customer goals effectively.

To access metrics:

  1. Navigate to C360 > Customer Goals tab, you see a dashboard displaying KPIs (Key Performance Indicators) related to customer goals.

Customer Goals tab to view and manage all customer goals, including their due dates, statuses, creation dates, and work progress.

  1. Click on the desired goal. It shows a detailed view of the selected goal, showing specific data and progress related to that goal.
  2. Navigate to the All Metrics section.

Customer Goals tab, click on a specific goal to view details and associated work, click All Metrics to track related metrics

Note: For accounts integrated with Ecosystems, metrics automatically populate. For accounts without Ecosystem integration, CSMs need to update metrics manually.

In the All Metrics section, you can view the following:

  • Baseline - Represents the starting point.
  • Target - The desired outcome.
  • Actual - Real-time progress.

Customer Goals tab to view all metrics, set baselines, actuals, and targets, and track progress with visual graphs.

CSMs can share metric progress with customers during meetings by displaying the charts and discussing the status of their goals.

CTAs in Customer Goals

Associate CTAs with goals to track progress made by teams. You can select the CTAs either from the list of existing CTAs or create new ones from the Customer goals page.

Associate Existing Cockpit CTAs

You can associate existing CTAs from Cockpit to track the progress made towards achieving the Goal.
Note: Objective CTAs and Tasks cannot be associated with the Customer Goals directly. 

To associate CTAs:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the detail view page, click CTA under the Associated Work section.
  5. Click Associate CTAs.
  6. Select the CTAs that you wish to associate.
  7. Click Associate CTAs.

Create and Associate New CTAs

You can create new CTAs from the detail view page of a Goal. The CTAs are then automatically associated to the same goal.

To create and associate a new CTA:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal. The new CTA will be associated automatically with the selected goal.
  4. In the detail view page, click CTA under the Associated Work section.
  5. Click Associate CTAs.
  6. From the dropdown menu, select New CTA.

Albatross C360 2023-02-02 at 2.33.39 PM.jpg

  1. Provide the required CTA details. For more information on creating CTAs, refer to the Create Manual Call To Action( CTAs) and Tasks article.

Albatross C360 2023-02-02 at 2.34.54 PM.jpg

  1. Click Save. The new CTA is automatically associated with the goal.

Update Associated CTAs

Once the CTAs have been associated, you can edit them from the Customer Goals tab in the company’s 360 page. Changes made to the Status field reflect in the associated goal’s Progress bar.

To update a CTA:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the goal’s detail view page, select the CTA you want to edit.
  5. In the CTA’s detail view page, click the fields you wish to modify and make the necessary changes.

Remove Associated CTAs

You can remove associated CTAs from the goals. This will not have any effect on the CTA and it will still be available in the Cockpit page. 

To remove a CTA:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the goal’s detail view page, hover over the CTA you want to remove.
  5. Click the close icon.
  6. Select Confirm in the confirmation box.

Success Plan in Customer Goals

Associate Success Plans with goals to track progress made by teams. You can select either from the list of existing Success Plans or create new ones from the Customer Goals page.
Note: The Success Plan tab is not available for Essentials, Essentials +, and Enterprise users who have not opted for the Success Plan Add-on.

Associate Existing Success Plans

To associate existing Success Plans:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the associated work panel, navigate to Success Plans.
  5. Click Associate Success Plans.
  6. Select the Success Plan.
  7. (Optional) Click on the plan to view details.

Note: You can also associate Success Plans with goals from the Success plan page, provided this feature has been enabled by your admins. Click Associate Goals on the success plan detail page and select the goals you wish to associate. 

Create and Associate New Success Plans

You can create new Success Plans from the detail view page of a Goal. The Success Plans are then automatically associated to the same goal.

To create and associate new Success Plans:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the associated work panel, navigate to Success Plans.
  5. Click Associate Success Plans.
  6. From the dropdown menu, select New Success Plan.

Albatross C360 2023-02-02 at 2.34.17 PM.jpg

  1. Provide the required Success Plan details. For more information on creating Success Plans, refer to the Create Success Plan article.
  2. Click Save. The new Success Plan is automatically associated with the goal.

Update Associated Success Plans

Once the Success Plans have been associated, you can edit them from the Customer Goals tab in the company’s 360 page. Changes made to the Status field reflect in the associated goal’s Progress bar.

To update a CTA:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the goal’s detail view page, select the Success Plan you want to edit.
  5. In the plan’s detail view page, click the fields you wish to modify and make the necessary changes.

Remove Associated Success Plans

You can remove associated Success Plans from the goals. This will not have any effect on the Success Plan and it will still be available in the Success Plan page. 

To remove a CTA:

  1. Navigate to the company’s 360 page by entering the name in the universal search bar.
  2. Navigate to the Customer Goals tab.
  3. Select the Goal from the list view page. You can use the search bar to search for the goal.
  4. In the goal’s detail view page, hover over the CTA you want to remove.
  5. Click the close icon.
  6. Select Confirm in the confirmation box.

Customer Goals List View

To navigate to the list view page, enter the name of the company in the universal search bar. In the company’s 360 page, click Customer Goals.

  • The following information is available by default on the list-view page:
    • Goal Name
    • Due Date
    • Status
    • Work Progress
  • The most recently created goals are displayed at the top on the list view page for easy reference. To remove this section, click Dismiss.

Recently Added Goals.jpg

  • Add more columns to display additional information by clicking the plus icon on the list view page.

add more columns.jpg

  • You can update a goal from the list-view page itself by navigating to the goal and double-clicking the respective field.

Note: Goals created on relationship and Opportunity show up in C360 when configured by admin.

Group Goals

You can group goals by any of the attributes (columns) available on the list view page. Select the attribute from the Group dropdown menu. 

Note: If you are grouping goals by Due Date in Quarters, you have the option to group the goals either by Calendar or Fiscal year.

Group goals.jpg

Sort Goals

You can use the columns to sort the goals on the list view page. Click the column name to view the sort icons.
Note: Columns that support dropdowns or multi-select dropdowns, do not have the sort option.

Filter Goals

You can filter goals using any of the fields available on the Customer Goals object.

  • The Opportunity and Opportunity Stage fields can help you filter goals that are in closed or initial stages.
  • The relationship fields can help you filter goals based on relationship attributes.

To apply filters:

  1. Click the filter icon. The Advanced Filters page appears.
  2. Click Apply Filter > Add Filter.
  3. From the Field dropdown, select the field you want to filter by.
  4. From the Operator dropdown, select the operator.
  5. Select the values.
  6. (Option) Click the plus icon to add another filter criteria. 
    1. Define the logic between all the added filter criteria in the Advanced logic field.
    2. Click Apply.

Delete Goal

To delete a goal, hover on the goal in the list view page and click the delete icon that appears. In the confirmation page, click Confirm.          

Note: Deleting a goal does not delete the associated CTAs and Success plans. 

Goals Detail View

The detail view helps you view the attributes associated with the goal.

  • From the Goals List View page, select the goal to open it's detail view. You can change the status of the goal and edit other details by clicking on the respective field. The non-editable fields are not clickable.

Goals detail view.jpg

  1. The Activity History provides a log of all changes made to the goal.
  2. The Associated Work sections helps you associate CTAs and Success Plans from the detail view page.
  • You can edit the name of a goal, change the status or edit other details by clicking on the respective field. System fields are not editable and will not be clickable.

Customer Goals in Salesforce

Salesforce users can create goals, associate CTAs and Success Plans, and update progress using the same procedure as described in the sections above. The Customer Goals tab can be accessed from the Account, and Opportunity pages in Salesforce.

  • Navigate to the company’s Account page and select the Customer Goals tab from the NXT Account Widget.

Account.jpg

  • Navigate to the Opportunity page and select the Customer Goals tab from the NXT Opportunity Widget. The customer Goals tab here displays on the goals created on Opportunity.

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Create Reports on Customer Goals 

Navigate to Analytics Reports in Gainsight to create reports on Customer Goals. Reports can be created on the following Customer Goals objects:

  • Customer Goals
  • Customer Goal Template
  • Customer Goal Association

For more information on the Customer Goals objects, refer to the Gainsight Object Glossary article.

Reports in Customer Goals.jpg

For more information on how to create and share reports, refer to the Create and Share Reports article.

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