Presented by Boaz Maor, VP of Customer Success at OpenGov, at Customer Success Summit 2018.

1. Making an Impact
on the Organization
Through Thoughtful
Goal Setting
Boaz Maor
VP CS OpenGov
March 2018

2. How to Make an Impact?
1. Vision and Mission

3. How to Make an Impact?
1. Vision and Mission

4. How to Make an Impact?
2. Strategy
• For-Profit or NFP
• Public or Private
• Division or Startup
• Software or Services
• Self-Funded or VC

5. How to Make an Impact?
2. Strategy
• For Profit
• VC-Backed
• Private
• Software Startup
• w/ Deep Gov Expertise

6. How to Make an Impact?
3. Execution
•People: the right people at the right roles. High quality, self starters,
energetic and motivated
•Goals: clear measurable and agreed upon objectives we are going after
•Trust: that the other people around us will do their jobs, so we can focus on
ours
•Communications: essential for effective collaboration and ensuring the
team produces output that is greater than the sum of the individuals’
Success = ⨐(People, Goals, Trust, Communications)

7. Goals are Critical for Effective Management
• Clarity of Roles
• Accountability
• Planning
• Learning

8. 1. For Goals to Be Effective They Need to Be
Structured in a Framework
1. Increase Value to Customers
2. Increase Monetary Value to Us
3. Increase Non-Monetary Value to Us
4. Practice Development

9. For Goals to Be Effective They Need to Be
Structured in a Framework
• Which metrics to measure?
• How many?
• How to weigh?
• Individual versus team?
• Fixed versus relative?

10. Framework-Structured Goals Increase Intra-Team
Collaboration Within CS
Time to Value
Quality Deployment
Increased Adoption
Tie to Value
Program Expansion
Renewals
Upsells
GM
Services $

11. 2. Joint Goals Are An Effective Means to Influence
the Entire Company
Sales
Marketing
HR
Product
PS

12. Use Goals not only to drive
Clarity of Roles and
Accountability of Individuals,
but also to foster
Collaboration and Customer
Centric Culture