Coming soon: Track Success Goals’ performance with a brand new dashboard
In the customer success realm, there’s a lot of focus today on tracking and measuring outcomes — tracking activities, product usage, engagement, satisfaction— the list could go on.
It’s true; customer success is grounded in analytics. We use data from the real-time monitoring of customer behavior to provide “contextual inputs.” We then drive company-wide adoption of these metrics and processes to improve outcomes and the “health” of the customer along their journey.
While gathering data and turning it into insights are important cogwheels of customer success, often too much energy is spent on tracking for the sake of it instead of monitoring real success.
So, how do we track real success?
It all begins with defining your customer journey and establishing success milestones. Your CSMs should be steering your customers toward their desired outcomes.
With Freshdesk Customer Success, you can empower your CS function to create standardized and measurable playbooks to engage efficiently with customers. The result is a laser-focused, outcome-driven approach to customer success with shorter time-to-value for customers.
Success Goals do that for you — you can deliver proven value for your customers by ensuring they achieve their goals.
What happens next? Once you have established the desired outcomes and appropriate experiences for a customer, how do you know if customer outcomes improve or decline over time?
For example, when a specific goal is marked complete, how do you track if the outcomes match the objectives? What will help your success teams/customers derive insights and conclusions?
A laser focus on goal performance
Customer outcome assessment should be an ongoing process, and the path toward value realization will have many milestones unique to each customer.
As customers derive more and more value from using your product, it is essential to understand the pulse of the customer. When do they regularly add users? Do they place an order every month? When is their annual contract coming up for renewal? Based on understanding these aspects, your CSMs should monitor their satisfaction, revisit business KPIs, conduct review meetings, and continually market to them to stay top of mind.
At Freshdesk Customer Success, our Goal Performance Reports makes this effortlessly easy with an entire dashboard to help your customer success teams:
- Track goal progress & playbook efficacy within account segments
- Measure the goals impact on metrics (such as NPS)
- View goal trends & insights
We know how important it is for everyone to have visibility of their goals and progress, so your CSMs can quickly identify any shortfalls and keep the team focused. At the same time, customers can see the impact of the desired outcomes on their business.
Essentially, goal performance reporting helps you see how close you and your team are to achieving your goals:
- View the goals in progress (and as a reporter or manager, you can unblock them and course-correct);
- Retrospect on the goals that are complete (to see what worked and what didn’t).
Let’s consider a few examples to illustrate the idea a little further. Goal performance reports help you answer questions such as:
- What can I fix that’s going wrong right now?
- Show me all ongoing upsells from standard plan to premier customers in Europe.
- What isn’t working as expected/according to the playbook?
- Which goals are taking much longer than the scheduled completion time?
- What can I learn from the goals that went well?
- Which region has the most number of cross-sells?
- Which geographic region is conducting the best onboardings (by looking at the measurement of NPS)?
- Help me Identify the goals that took the shortest time to achieve.
With just two screens, you have answers to all questions around goal performance in Freshdesk Customer Success.
The intuitive goal performance dashboard
The best way to help you understand what Goal Reporting can do is through an example. Let’s look at an onboarding scenario.
The summary dashboard allows you to filter the reports you want to review by stage – let’s pick Onboarding Goals on the Summary screen and understand how some of these goals have been performing.
From here, you can then track team performance on Goals and Tasks with the drill-down charts.
As you can see from this drilled-down view, there are many such goals overdue for some of your customers. The playbook snapshot indicates that number in red. How do you deep dive?
That’s where the analysis tab helps. With the help of a few key charts and tables, it lets you retrospect and:
- Measure key metrics
- Understand impact
- Act proactively
Summing up
How well do you understand your customers’ desired outcomes? How effective are you at helping them obtain them?
We’re here to help you get the answers you need.
Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Send an e-mail, or click on “Request a Demo” to schedule a specific time to talk.