🎯Goals Quickstart Guide

Get started using Goals to track business outcomes

Goals Overview

This doc outlines everything you need to know about Goals, our newest feature that allows you to track the impact of your CS activities, automations, and processes on driving outcomes. In it, we cover:

• What are Goals, why did we build them, and what do they do?

• How should I use Goals, and what are the main use cases?

• How do I build Goals, and what should I be aware of?

Watch the video below for a quick tutorial on Goals:

What are Goals?

Goals allow you to measure the impact of your activities and automation in Vitally, ensuring your work has the desired effect.

Features Available with All Plans

These features are available in all Vitally plan types:

• Create Goal templates with automatically measured conditions

• Set Goals within a Playbook for an account or organization

• Manually set Goal templates on an account or organization

• Set one-off Goals for an account or organization

• Track Goal template performance within Goal settings

• View Goals in Account 360s

Features Available with the Goals+ Add-on

Goals+ is a set of premium features designed to take your Goals to the next level. Use Goals+ to leverage Goal data in Dashboards, collaborate with customers on Goals, and much more.

• Manually Measured Goal Conditions

• Create Goal Tables & Dashboards

• Create Goal Widgets in Dashboards (graphs, tables, metrics)

• Create Goal-triggered Playbooks

• Create Calculated Traits for Accounts and Organizations using Goals

• Embed Goals into Docs

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How Should I Use Goals?

Use Case Overview

Goals were built so that you can assign them in a Playbook to ensure your operation is effective & efficient by assessing the impact your processes have on driving customer outcomes. The possibilities are endless, but we have identified some core use cases by lifecycle stage on leveraging Goals to ensure the operation is humming:

• Create onboarding Goals to track TTV and ensure customers are properly implemented

• Create adoption Goals to see if the right people are using the product the right way

• Create growth Goals to drive urgency around addressing risk & working opportunities

Head over to our use case library to get some ideas on how to use goals:

🤖Goals: Operational Use Cases

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How Do I Build Goals?

Setting Goals is fairly straightforward, but there are some things to remember. In this video, we walk through these principles and have included a summary below:

Buildout Overview Video

Buildout Principles Summary

When setting up Goals, there are two things to consider:

1. Conditions for Goal Completion: These are the conditions that have to be true for a Goal to be successfully marked as completed. They involve the time the Goals must be completed, the threshold logic, and the metric(s) that must be satisfied. When it comes to Goals, it is best to build with the end in mind.

2. Conditions for Goal Creation: Now that the "finish line" has been defined in the conditions for completion, we can think through the assignment and creation strategy of a particular Goal.

There are two ways a Goal can be assigned:

1. Manually on an Account or Organization: This method is straightforward in its application but not all that scalable. It involves pulling up an individual account, setting up a Goal, applying a pre-existing template, or creating a custom Goal with defined metrics.

2. Automated via Playbooks: Most Goals will be templated and assigned via Playbooks. There are several things to remember when it comes to Playbook-assigned Goals.

   • Asses if this Goal is for an existing process. Many Goals will be tied to core CS processes like health, onboarding, renewals, etc. Usually, these processes will have pre-existing playbook automation built out. In this case, it's typically best practice to add the action step to assign a Goal directly in the Playbook. However, if no Playbook exists, a new one must be created.

   • Assess the proper placement of the Goal. Some Goals need to be applied universally in a Playbook to all enrollees, and other times, it is more nuanced as you might have different Goals for different tiers or segments. Additionally, some Goals must be applied as soon as someone meets the Playbook rules, and others should meet additional conditions before a Goal is assigned. If universally applying a Goal, be sure to place it near the beginning of the Playbook before any branches. If your Goals are nuanced by Segment, you will want to assign within each Segment branch of a Playbook.

These are the conditions that have to be valid for a Goal to be successfully marked as completed. They involve the time the Goal must be completed, the threshold logic, and the metric(s) that must be satisfied. When it comes to Goals, it is best to build with the end in mind.