Goals
Measure the effectiveness of OKRs and operational strategies on customer outcomes at scale.
Last updated
Measure the effectiveness of OKRs and operational strategies on customer outcomes at scale.
Last updated
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+
Create a Goal template to easily set Goals for Accounts or Organizations without having to define each one from scratch.
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.
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:
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.
This is a Goals+ feature. Ask your CSM or Support@vitally.io for more information!
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 Support@vitally.io for more information!
Watch the video below to better understand how to assign goals via playbooks and how to create goal triggered playbooks:
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 support@vitally.io for more information.
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 βincrease by percentβ 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 wonβt 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!
How to | How To Visual |
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How To | How To Visual |
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Goal Tracking | Visual |
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Goals | Goals+ | |
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How to create a Goal template:
Navigate to your Settings (βοΈ) by selecting your Account Logo on the top left and under Vitally Objects select Goals (or via Quick Jump Mac: β + j
Windows: Alt + j
)
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
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
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
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 itβs 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 βstill in progressβ
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.
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.
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
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