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Step 3: Define Goal(s) for Account Journey

Overview

This article will list out the steps to configure Goal(s) that needs to achieved by the Account for whom the Journey is activated. 

Introduction

Goals let you define the positive behaviour that is ideally desired by enlisting an Account in the Journey. 

As soon as a rule defined for the Goal is met, all matching Accounts are tagged as 'Goal Achieved' immediately.

Depending on value of 'Exit' criteria set for Goal in 'Exit' tab, CustomerSuccessBox will either:

  • Check for Goal match, mark a matching Account as 'Goal Achieved', and proceed with the next set of actions for the Account
  • Check for Goal match, mark the Account as 'Goal Achieved', and exit Journey immediately.

Defining Goal(s)

Click on 'Set Now' in the Goals tab to start defining Goals that need to be achieved by Accounts in a Journey. Refer to the image below for more details.  

Select Criteria for Goal(s)

You will be able to select multiple Properties and the criteria for each Property that needs to fulfilled or not fulfilled for the Goal to be achieved . 

Click on 'Save' once you have selected all the Properties and the related criteria to save your Goal(s) defined

Properties and associated criteria

The different Properties and the associated operators and criteria that can be used to define Goals are listed in the table below

Property

Operator

Criteria Selection

Documentation
Account Segment
  • Has met
  • Has not met
Account Segment
Account Segments
Account Milestone
  • Has met
  • Has not met
Product Adoption Milestone
Milestones
Account Playbook
  • Active in
  • Has never been enrolled
  • Has completed
  • Is overdue
Playbook
Playbooks
Account Outcomes
  • Has met
  • Has not met
Outcome
Outcomes
Account
  • More than/less than/equal to
  • Contains/does not Contain
  • In/Between/ Before/After
  • MRR
  • Amount
  • Created on
  • Next Billing on
  • Licenses
  • Stage
  • Status
NA
Subscriptions
  • More than/less than/equal to
  • Contains/does not Contain
  • In/Between/ Before/After
  • Status
  • Amount
  • MRR
  • Product Name
  • Plan Name
  • Plan Quantity
  • Plan Unit Price
  • Activated On
  • Cancelled On
  • Created On
  • Next Billing On
  • Subscription Ends On
  • Subscription Start On
  • Trial Ends On
  • Trial Start On
NA
Teams
  • Equal to
  • Not equal to
  • Customer Success Manager
  • Sales Manager
NA
Account Custom Attributes
  • More than/less than/equal to
  • Contains/does not Contain
  • In/Between/ Before/After
Account Custom Attributes
Account Custom Attributes

Saving Goals

Click Save & Next to save the Goals configured and start defining the Exit Criteria that to complete the Journey for a eligible Account

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com


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Account Journeys: Getting Started
Step 1: Define Entry Enrollment criteria
Step 2: Define Action(s)
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