Goals
A Goal is a measurable objective for an account. For example, a Goal created to increase the number of active users on an account. Goal progress is tracked automatically for any Goals based on metrics in Hook (e.g. increase number of integrations to 3).
Goals can be added to individual accounts on the Account Page.
Using Goals to Drive Action in Your Book of Business
Use Goals to set accountability for actioning accounts that are at-risk of churn.
Create Goals based on Suggested Actions, which will increase the engagement level for an account if completed.
Set Goals for improving important product metrics linked to engagement, where Goal progress is updated automatically in Hook.
Track progress against customer goals by creating Goals with metrics that are the most important for customers.
Collaborate with your team on account planning e.g. post deal reviews, account strategy sessions. Add follow up actions as Goals.
Track key success metrics for implementation. Hand this over to Customer Success teams once these Goals are completed.
Build reports to help you stay on track. View Goals by their priority level, progress and due date for efficient time management.
View Goals recently assigned, with a deadline approaching and recently completed on the Overview page after logging into Hook.
Revenue Leaders
Set Goals for targeted accounts across your team that meet set criteria. This can be done in Goal Settings: create rules-based Goals on multiple accounts in just a few clicks.
See Goals assigned to your team and the progress made using the Goals table.
Related Article: Reporting on Goals
Understanding Goals: Customer Objectives, Goals and Tasks
Goals consist of three components:
Customer Objective
This is the main objective that is trying to be achieved. Example: Increase Hook engagement level to High.
Goals
Customer Objectives are broken down into Goals - these are actions that are required to meet the Customer Objective. Example: Increase active users to 75. There are three types of Goals:
Automatic: Goals set against Key Metrics in Hook. Progress is tracked automatically when metrics change. Example: Increase active users to 75.
Manual (number): Goals which have a numerical target that is not tracked by any Key Metric. This must be updated manually to track Goal progress. Example: Send 20 feedback surveys to power users.
Manual (yes/no): Goals with a binary target (yes/no, true/false). This must be updated manually to track Goal progress. Example: Schedule enablement session.
Tasks
Tasks are used to track specific actions to be completed to achieve the Goal. Tasks sit under Goals. Example: Send cadence to re-engage inactive users.
The image below shows the Customer Objective (green), Goals (grey) and Tasks (blue) hierarchy.
Three components of Goals: Customer Objective, Goals, Tasks
Using Goals
Create a Goal
Go to the Goals section on an account page and type the name of the Customer Objective to be added.
Select the Priority, Deadline and Owner of the Goal.
Click the tick icon to save the Customer Objective.
Select + Add new Goal to create a Goal for the Customer Objective.
Set the type of the Goal:
Automatic - Goals set against key metrics in Hook. Progress is tracked automatically when metrics change. Set the following:
Increase or decrease: The type of metric change required.
Metric: The Hook metric to track for this Goal.
To/By: Select To to get this metric to a specific value. Select By to change this metric by a specific value or percentage.
Format: If selected By above - choose Absolute to set a Goal for a metric change of a specific value (e.g. increase active users by 50). Choose Percentage to set a percentage change metric Goal (e.g. increase active users by 50%).
Click Save
Manual - Goals which have a binary outcome: Manual (yes/no) or a numerical outcome: Manual (number)
If Manual (yes/no) is selected, then the Goal can be marked as completed in future.
If Manual (number) is selected, then add the Start value, Current value, Target value. When the Target value is achieved, the Goal will be completed. The Current value can be manually updated.
If the Goal type is Manual, add the name of the Goal and click Save.
The Customer Objective is now created with the Goals underneath.
Edit a Goal
Click the pencil edit icon next to the Customer Objective or Goal to be edited.
Change the relevant fields.
Click Save and the Goal or Customer Objective will be updated.
Delete a Goal
Go to the account page that has the Goal to delete.
Select the bin icon on the Goal to be deleted.
Select Delete when the pop-up message appears. The Goal will now be deleted from the account page and the Goals table.
Deleting a Customer Objective also deletes all the Goals associated with it.
Assign a Goal
Go to the account page that has the Goal to be assigned.
Click the pencil edit icon next to the Customer Objective or Goal to be edited.
Click the Owner dropdown and select the relevant Hook user.
Click Save and the Goal will be re-assigned.
Complete a Goal
Go to the account page that has the Goal to be completed.
Click the tick icon next to Owner.
Select Yes, complete Goal when the pop-up appears.
The Goal progress will be set to 100% and the Goal is now marked as completed.
Automatic Goals are automatically marked as completed when the target value for the metric is reached.
Add a Task to a Goal
Click the dropdown next to the Goal name to add a Task.
Add the Task, the Deadline and its Owner.
Click the tick icon to save the Task.
To mark the Task as completed, tick the checkbox.
To add more information to a Goal, add a note using the Note button on the left of the Goal.
❓Frequently Asked Questions
When is a Goal considered to be completed? How does this work with automatic Goals?
A Goal is completed once the target value is met, or if it’s manually marked as completed.
Automatic Goals: Once the Key Metric on the Goal has reached the target value, the Goal is automatically marked as completed. Key Metrics update daily.
Manual (number): When the Current value is manually updated to equal the Target value, this Goal is marked as completed. Alternatively, click the tick icon next to a Goal to mark it as completed.
Manual (yes/no): Click the tick icon next to a Goal to mark it as completed.
How can I find which Goals are assigned to me?
There are two ways to find your Goals:
View the Recently Assigned list of Goals on the Overview page.
Build a report in the Goals table, filtering the Owner field on your name.
How many Goals should I have for each Customer Objective?
At least one Goal for each Customer Objective is recommended. To improve actionability, it’s best to have several, specific Goals rather than one or two broad Goals.
I accidentally marked a Goal as completed. Can I reverse this?
Edit the Goal and change the relevant values to reverse marking it as completed. E.g. switch off the Completed toggle for Manual (yes/no) Goals.