Goals

A goal is a customer outcome you have committed to deliver, written the way the customer would describe it. Examples are "Reduce onboarding time from 6 weeks to 2" or "Roll out SSO to all 4,000 seats by Q3". Goals give your team and the customer a shared definition of success, separate from the day-to-day tasks that get you there.

What a goal holds

Each goal carries:

• Title: the outcome, phrased as a specific, measurable result.
• Status: where the goal stands today (see below).
• Owner: the team member accountable for driving it.
• Due date: the target date, required when creating or editing a goal in the form.
• Achieved date: stamped automatically the day you mark the goal achieved.
• Theme: an optional tag that groups goals by initiative, such as Adoption, Expansion, or Compliance. Builders, admins, and owners can add themes inline; other members can choose an existing theme.
• Deliverables: the success plan items that move this goal forward.

Statuses

• Not started: agreed but not yet underway.
• In progress: actively being worked.
• On track: in progress and expected to land on time.
• Overdue: set automatically when the due date passes for a goal that is In progress or On track. A Not started goal is not automatically moved to Overdue.
• Achieved: the outcome was delivered.
• Canceled: no longer being pursued.

The portfolio view

The Goals page is a portfolio-wide view across every account. A status breakdown shows how many goals sit in each state, coverage widgets show how much of your book has goals at all, and theme widgets show which initiatives your goals cluster around. It is the fastest way to spot accounts with no committed outcomes and themes that are over or under-represented.

The list is grouped by company and pages through your whole book of business. Search and sort run on the server, so they cover every account, not just the ones already loaded on screen.

Add goals on an account

In workspaces using Customer memory, open the company's dedicated Goals tab. Open the + menu and choose Add goal. Enter the outcome, owner, status, and due date, then select Create goal. To connect the work behind it, open the company's Success plan and link the goal to the relevant plan.

In the earlier account layout, use the Goals card on the Customer Intelligence tab. Both paths manage the same account goals shown in the portfolio view.

For example, Siemens' rollout goal should describe the customer outcome: all six service centers use the agreed intake and routing process by the rollout date. A linked deliverable can track the remaining eight acceptance cases. Closing an engineering ticket completes a piece of work; achieving the goal means the agreed rollout outcome has been delivered.

Research and propose with AI

You do not have to write every goal by hand. Open the + menu and choose Research & propose. Cust reads the recent interactions, transcripts, and notes to draft goals that reflect what the customer has actually asked for or committed to. Review the suggestions and any tool approvals in chat. Actions may also use permission you have already granted for that chat; see Assistant approvals.

The prompt that guides this research is configurable for your whole workspace, so you can tell Cust how your team frames customer outcomes.

Edit the goals research prompt

Filter the list

Alongside the simple pill filters (status, theme, due date), Goals has the same advanced filter as the Companies list. Build multi-condition queries on the underlying account (industry, metrics, lifecycle stage, custom fields, even interactions) and scope to the accounts you manage. The filter also narrows the coverage and theme widgets, so you can ask questions like "what does goal coverage look like across just my enterprise accounts".

Open Goals