Success criteria and KPIs tied to stated business goals
Key Takeaway
Start with the customer's business goals. For each goal, agree with the customer on the business outcome to measure (the what) and the evidence that measures it (the how). Then validate the drafted metrics by asking "Are we measuring the right business outcomes?"
Success criteria and KPIs (key performance indicators) turn a customer's stated business goals into clear, measurable signs of progress, so the customer and the consultant agree on what success means. You define them during discovery. Agentforce Financial Services also includes features that show KPIs and track progress against objectives, such as CRM Analytics for Financial Services and Business Relationship Plan.
Start with goals, not metrics
Discovery conversations build an understanding of the customer's business goals. The next step is to help the customer define clear, measurable metrics that show how the solution helps them reach each goal.
A useful discovery question is "What does success look like for this launch?"