Goals

Measure the effectiveness of OKRs and operational strategies on customer outcomes at scale.

About Goals

Goals are a way to track the progress of your individual accounts or your whole book of business against target metrics for a period of time using the available data in Vitally. The success or failure of the Goal will be measured for the timeframe you've set up. For example, create a Goal to increase your NPS for a particular account to 10 by the end of the month, or if you'd like its health score to be above 7, or both!

Goals help you standardize Goal-setting across your teams and customers to accurately measure the effectiveness of your processes. Additionally, Goals+ unlocks advanced functionality to further enrich reporting and customer experiences. Leverage the insights of Goals to measure ROI, business impact, and more.

Visit our Goals quick-start guide to get an overview of this new feature, possible use cases, and info on Goals+

🎯Goals Quickstart Guide

How to Create Goals

Creating Goal Templates

Create a Goal template to easily set Goals for Accounts or Organizations without having to define each one from scratch.

How to

How To Visual

How to create a Goal template: Navigate to your Settings (⚙️) by selecting your Account Logo on the top left Under Templates select Goals Select New Template on the top right Name your Goal Select between Accounts or Organizations If you create an Account Goal template, it can not be used for an Organization and vice versa Choose how long until it must be achieved? (in days) Select when will this goal be considered achieved. You can choose two options: As soon as all metrics are met before the end date Or when all metrics are met on the end date Now you can start selecting what conditions need to be met Select +Add additional conditions as needed What properties are supported? Vitally Data: key roles, health score, elements used, etc Subscription data: MRR, ARR, churn date, etc Activity data: next due task/project, last completed task/project, conversations, etc Trait data: custom traits or synced traits Playbooks: date applied (not this is looking for customers that still match the playbook select. If it no longer matches the rules, it will not match this condition) Elements: enabled/disabled state or number of instances Success Metrics: current value Events: counts Account Segments: date entered Indicators: date active Custom Objects: last created or number of custom object NEW! You can create conditions based on absolute or relative dates, allowing you to analyze time-based events and traits by how soon a date value is or how recent a date value was. Select Create Goal Template Now you can set a goal using this template for an Account or Organization! Learn how to below under #manually-create-a-goal

Setting Goals

You can set a Goal manually or automated via Playbooks. Below we go through steps on how to manually set Goals (whether for one customer or in bulk) as well as via automated Playbooks.

How To	How To Visual
How to manually set a one-off Goal for an Account or Organization: Navigate to the Account or Organization you want to set the Goal for OR select the + Create a new... button on the bottom left On the left panel of the Account or Organization 360 under Related Objects select Goals Select Set a goal towards the top left Select a template from the right panel or start from scratch If selecting a template, you can make edits before setting the Goal NEW! You can now manually set a specific date and time for your goal. Once you're satisfied with your Goal, select the blue button at the bottom to Set goal Now you can start tracking the progress! Read more below #managing-goals Once you've set your Goal, if you ever want to edit it or add more conditions you can always do that from the Account 360!
How to manually set one-off Goals for Accounts or Organizations in bulk: Create or go to a Table View Add appropriate filters on the right panel to narrow down your results Select all on the top left check box At the bottom, you should see icons one being the Goals icon, select it A panel will popup on the right for you create or select from a Goal template Finally, select Set Goal at the bottom This is a Goals+ feature.
How to set a Goal via an automated Playbook: Once you've configured your trigger rules for your Playbook, add a Goal Action Choose (or create) the template you want to use Select the Undo strategy. This is when the Account or Organization un-matches the playbook: No action - leave goal as-is Delete the goal Choose the key role and a fallback user who will have full edit and share permissions Or just choose a specific team member who will be assigned all Goals created via this Playbook Select save at the bottom Once satisfied with your playbook configuration, toggle on your playbook on the top right

Goal Tracking (Goal Metrics)

You can set, view, filter and manage goals from Table Views in hubs, from the Account and Organization 360 pages, or from the Goal Template pages in settings.

Watch the video below to understand how to track goal performance with Views & Dashboards. Below this video we go over these all a bit further:

Goal Tracking	Visual
View Goals when in an Account or Organization 360 In a 360 View you can find Goal fields such as: Owned By Status (X days remaining, completed, failed) Progress: how many conditions have been met (e.g 2 out of 5) Start date: date that Goal was started for that customer Due date: when the Goal should be achieved by Template name, if applicable: if a template has been used, find the name here Name of the Goal Set by: name of user who set the Goal or Playbook name Account/Organization name: Account/Organization that the Goal is tied to Last Updated: Last time Goal
View Goal Metrics in Settings In this Goal settings view you can find Goal fields such as: Achieved: A percentage of how often is the goal achieved e.g 80% of the time Metrics: How many conditions* have been used in that specific Goal Times Set: Number of times it’s been set Created by: Who created the Goal Template Last Updated by: Person who last updated the Goal Template
Goal Metrics within a Goal Template At a high level for Goals, we will track the following: How often it's achieved: The percentage (goal achieved/goal set) of goals that are based off this template that have been achieved. This does not include pending goals, only completed ones. If the goal has been set but all instances of the goal are still pending, it will have a status of “still in progress” Average days to success: The average number of days it takes to achieve a goal that is based off this template Number of Times Set: The number of goals that have been created based off this template (exclude all non-achieved goals) How many people have used it: The number of people who have created a goal based off this template
Create a Table View of all your Goals. View all Goals instances regardless of what they are or filter them down by specific Goal templates to view where all your customers are. This is a Goals+ feature.
Create a Widget in Dashboards Track and analyze goals in a dashboard to keep track of open goals and achievement/failed rates over time and across your customers. This is a Goals+ feature.
Goal Calculated Traits Dynamically measure the impact of Goals across customers Create calculated traits using the Goal object to roll data to an Account or Organization This is a Goals+ feature.

Embed Goals in Docs

This feature will allow you to collaborate more closely via docs, displaying goal progress along with any other relevant embeds. These docs can also be shared to external users, allowing them to also view goal progress!

• Embed goal templates in doc templates! When a new doc is created based off the doc template, a new goal based off the goal template will be created. The goal template embed also has an option to embed the most recent goal for the account/organization instead of creating a new one every time.

• NEW! You can now embed manually measured conditions in your doc and allow your external users to update their Goals.

• Embed goal templates in team docs! These embeds display the performance of the goal templates (the same performance metrics you see in the goal templates page in settings).

*You will only be able to embed an account's goal in that same account's doc. Same logic applies to organizations.

Embed Goals In Docs

This is a Goals+ feature. Ask your CSM or [e-mail] for more information!

Goal Triggered Playbooks

Automate customer and team activities off Goal-based events via Automated Playbooks. For example, if a Goal's status is failed you can trigger a Playbook to create a Project, Indicator, or even another Goal (more actions available). Check out our Automated Playbook documentation

This is a Goals+ feature. Ask your CSM or [e-mail] for more information!

Watch the video below to better understand how to assign goals via playbooks and how to create goal triggered playbooks:

Goals & Playbooks

Goals vs Goals+

Goals+ is a set of premium features to take your Goals to the next level and showcase ROI to your business stakeholders and your customers.

If you're interested in Goals+ please reach out to your CSM or [e-mail] for more information.

	Goals	Goals+
Goal Templates: Create standardized templates of Goals
Playbook Goal Actions: Automatically create Goals with Playbooks
Automatic Goal Conditions: Create Goal conditions that are tracked automatically using your data in Vitally
Manually Measured Conditions: Build completely custom Boolean and Number conditons
Goal Views: Create Tables using Goals as your data object
Goal Dashboard Widgets: Create widgets using Goals as a measurement
Goal Calculated Traits: Dynamically measure the impact of Goals across customers
Goal-Triggered Playbooks: Automate customer and team activities off Goal-based events
Goals Embedded in Docs: Share the status of Goals with customers in a collaborative space

Goals FAQ

Q: Can I set a goal based on Project or Task Status? A: No. Goals are tied to Accounts & Organizations. You can however create a calculated trait that filters for Status is Complete and Project/Task is X, then use that calculated trait in your Goal. Or use the project end date in your Goal! Q: I don't see ARR increase or decrease as a possible parameter when creating a goal? A: Once you select ARR, you can then select “increase by percent” in the second dropdown. Q: Can I select a date rather than X amount of days for a goal to be completed? A: Not at this time. This is feedback we've heard and is on Products radar! Q: Who can edit Goals (permission wise)? A: Admins and Leaders can create and edit Goal Templates or Goals set for Accounts/Organizations. Team members can only edit a Goal that they are setting for an Account (they can not edit Goals they did not set/do not own).

Q: Can I make Slack alerts for Goals? A: Not at this time. Please see Slack documentation for all available alerts.

Q: What happens if I edit a goal template? A: Those edits will not retroactively update already set Goals and only impact new Goals you set for Accounts or Organizations. Additionally, this won’t change already captured data (i.e. If a Goal changes from increase to 10% to increase to 15% previous Goal instances* would still be considered achieved at 10%).

Q: Can I edit a Goal instance* that is in progress? A: Once a Goal is set, you can edit the conditions of the Goal instance*. Reporting for any new metrics added will begin on the date they were added, but the start date of the goal will remain the same.

Additionally, the changes you've make will only apply to this goal instance and not the template it's based on (if applicable). By doing this, you may potentially impact the reporting of the template.

Q: Can I edit a Goal that's been achieved? A: You can not edit a completed, achieved Goal at this time. You will need to create a new goal.

Q: Do Goals stop running if a customer churns? A: No. Goals will continue to be calculated, even on churned customers. This can be helpful in a 'win-back' situation!

*Goal Instance: the record created when the user sets a particular goal for a specific object (an account or organization) at a point in time.

*Condition: a definition of a measurement and a desired value (absolute or relative); individual measurements that make up the desired state defined by the goal