Playbook goals

Playbook Goals

This report consolidates the results of the objectives defined on your playbooks. Setting objectives on your playbooks lets you measure their real business impact: beyond simply tracking action execution, you can verify that the playbook actually produces the intended effect — re-engagement, lifecycle stage progression, score improvement, feature adoption, and so on. This allows you to compare the performance of different versions of a playbook and continuously refine your CSM approach.

The KPIs at the top of the view show:

• the total number of objectives defined across playbooks
• the number of successful objectives (where the achievement rate has actually been reached): "on track", in green
• the number of objectives where the achievement rate has not been reached: "attention", in yellow
• the average success rate across all objectives for all playbooks

The horizontal bar chart "Achievement rate by goal type" shows, for each major objective category:

• the average success rate in blue: the average of the rates achieved
• the % of objectives achieved in green: out of all objectives of that type, the proportion that have been achieved

Below this is the list of playbooks with their objectives and success rates. To view the details of the customers/contacts who achieved each objective, use the chevron to expand the details of each objective, then click on the "List" tab.