Setting goals is an effective way of quantifying performance, by ensuring that you and your team are on the right track towards meeting your sales objectives and targets. Freshworks CRM allows you to set and track goals for yourself and your team members. You can create different types of goals and customize them for a particular pipeline, product, or territory level.
Note: The ability to view, create, or assign goals is subject to permissions configured to your role. Contact your admin to get the required permissions enabled.
If you are a user who would like to assign goals to your team and track them, you require ‘View’, ‘Create’, and ‘Edit’ permissions for the Sales goals module to be enabled for your role.
Adding a goal
Here’s how you can configure a goal:
a) If you have Admin Settings permission configured for your role, go to Admin Settings and scroll down to Sales Goals under Sales Force Automation.
b) If you do not have Admin Settings permission, go to Profile Icon > Sales goals
Note: To be able to create and assign Goals to others, you will need ‘View’, ‘Create’, and ‘Edit’ permissions enabled and ‘All goals’ scope enabled.
Click This opens an ‘ADD GOAL’ overlay where you can configure goals for yourself or your team members. .
Add goal details.
Each goal can be assigned the following details:
- Goal period: Set the period for which this goal will be valid. Opt between the following:
A. Weekly - Goals will be assigned for a week (Sunday to Saturday)
B. Monthly - Goals will be assigned for a month
C. Quarterly - Goals will be assigned for a quarter. January to March is considered as the first quarter for the year.
D. Yearly - Goals will be assigned for a year.
- Time Range: The time frame for which you want to set the goal. If you have assigned a weekly goal, then you can define the weeks the goal is applicable for.
For example, if you have chosen a monthly goal, here’s the time ranges you can assign to your goal:
This Month: The goal will be calculated from the first day to the last day of the ongoing month.
Next Month: The goal will run from the first day to the last day of the upcoming month.
All months this quarter: This will create goals for the current and all remaining months of the current quarter.
All Months this year: This will create goals for the current month and all remaining months of the ongoing year. Ex.: If you are in October and selecting this option, the goals will be created for October, November, & December.
Custom Period: This allows you to select the months for which the goal will apply.
Similarly, for other goal periods, you can choose from the following time ranges:
Note: You cannot create goals for past periods. You can only create goals for current and future periods.
- Goal Type: Choose between User goal or a Team Goal.
A. User Goal: Select the user(s) to whom the goal would be assigned.
Note: If you select 4 users, and set a goal of $1000, then each user will have a $1000 goal assigned.
B. Team Goal: Select a Team to which the Goal will be assigned. Once a Team is selected, you can assign goals to individual team members and distribute it equally or proportionately. You can also exempt certain users, say the Manager, from being assigned the goal. The sum of all individual team members goals will be the particular team goal.
- Metrics: Select the metric with which you would like to measure the user’s performance. Choose between the following metrics:
Deal Value: Measures the goal based on the Deal Value of won Deals.
Won Deals: Measures the goal based on the count of the won Deals.
- Target: The value that needs to be equaled or exceeded to complete a goal successfully. For Won Deals count, the target is the number of successfully won deals; for revenue goals, the target is the revenue brought in through won deals.
Note: Deal Value goals are always calculated in Base Currency.
- MORE DETAILS: Add details to your goals by setting goals on pipeline, territories or product level. Please remember that these are optional values that can be set. If not set, deals won from all pipeline, territories, and products will be considered towards the calculation of the attainment of the goals.
For goals set with such conditions, only if a deal matching the assigned conditions is won will the deal count/value be attributed to the user.
For example, if you are assigning a Monthly User goal of $500 for a particular pipeline, say Field Sales, only when a sale pertaining to that particular pipeline is made, will the goal attainment be considered. If a deal on any other pipeline is won, it will not be calculated towards this goal.
4. Click for the goal to take effect.
On the Sales goals page, you can switch between different views by clicking the
button. You can also filter goals using up to 9 conditions.
How is the attainment of a goal tracked and calculated?
Goal attainment is calculated based on details configured to a goal. For ongoing goals, the attainment is calculated in real-time.
For example, consider John is a sales agent and has been assigned a revenue goal of $1000 for the month of April. If John has closed deals worth $800 by the end of the month, his attainment will be calculated as 80%.
For past goals, the attainment is not calculated after the completion of the goal. This means, if John’s deal value was changed post the expiry of the goal, the change will not be reflected in the goal. However, users can opt to Recalculate the goal to reflect the updated value.
Note: Once a Recalculate operation is run on a goal, a user will have to wait for 3 hours before recalculating the same goal. However, the user can recalculate other goals.