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<link rel="alternate" title="oEmbed (XML)" type="text/xml+oembed" href="https://sixteenventures.com/wp-json/oembed/1.0/embed?url=https%3A%2F%2Fsixteenventures.com%2Fgoal-discovery&format=xml" /> <link rel="alternate" type="text/html" media="only screen and (max-width: 640px)" href="https://sixteenventures.com/goal-discovery?amp=1"><link rel="icon" href="https://sixteenventures.com/wp-content/themes/focus/images/favicon.ico" />  <script> !function(f,b,e,v,n,t,s) {if(f.fbq)return;n=f.fbq=function(){n.callMethod? n.callMethod.apply(n,arguments):n.queue.push(arguments)}; if(!f._fbq)f._fbq=n;n.push=n;n.loaded=!0;n.version='2.0'; n.queue=[];t=b.createElement(e);t.async=!0; t.src=v;s=b.getElementsByTagName(e)[0]; s.parentNode.insertBefore(t,s)}(window, document,'script', 'https://connect.facebook.net/en_US/fbevents.js'); fbq('init', '609466272486963'); fbq('track', 'PageView'); </script> <noscript><img height="1" width="1" style="display:none" 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your own CSS here. Click the help icon above to learn more. */ </style> </head> <body class="post-template-default single single-post postid-8817 single-format-standard custom-background custom-header header-full-width content-sidebar"><div id="wrap"><div id="header"><div class="wrap"><div id="title-area"><p id="title"><a href="https://sixteenventures.com/">Customer-centric Growth by Lincoln Murphy</a></p><p id="description">Growth-oriented Customer Success</p></div></div></div><div id="subnav"><div class="wrap"><ul id="menu-page-menu" class="menu genesis-nav-menu menu-secondary"><li id="menu-item-2604" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-home menu-item-2604"><a href="http://sixteenventures.com">Customer Success Articles</a></li> <li id="menu-item-8249" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8249"><a target="_blank" href="https://www.impactdemy.com/collections?ref=58b2b0">2024 CSM and Head of CS Training</a></li> <li id="menu-item-55" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-55"><a rel="author" href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Customer Success Consulting</a></li> <li id="menu-item-8433" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8433"><a target="_blank" href="https://www.impactdemy.com/pages/impact-weekly-podcast">Customer Success Podcast</a></li> <li id="menu-item-8900" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8900"><a target="_blank" href="https://www.impactdemy.com/courses/fundamentals?ref=58b2b0">Free CS Fundamentals Course</a></li> </ul></div></div><div id="inner"><div class="wrap"><div id="content-sidebar-wrap"><div id="content" class="hfeed"><div class="post-8817 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-engagement category-customer-success category-growth-hacking category-retention-churn-management category-revops category-sales entry"><h1 class="entry-title">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</h1> <div class="post-info"><span class="date published time" title="2023-08-16T00:52:39-05:00">August 16, 2023</span> Article by <strong><a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant" target="_blank">Lincoln Murphy</a></strong> </div><div class="entry-content"> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="307" src="https://sixteenventures.com/wp-content/uploads/2023/08/Goal-Discovery-The-Essential-Task-You-Never-Had-Time-for-Until-Now-1024x307.png" alt="" class="wp-image-8819" srcset="https://sixteenventures.com/wp-content/uploads/2023/08/Goal-Discovery-The-Essential-Task-You-Never-Had-Time-for-Until-Now-1024x307.png 1024w, https://sixteenventures.com/wp-content/uploads/2023/08/Goal-Discovery-The-Essential-Task-You-Never-Had-Time-for-Until-Now-300x90.png 300w, https://sixteenventures.com/wp-content/uploads/2023/08/Goal-Discovery-The-Essential-Task-You-Never-Had-Time-for-Until-Now-768x230.png 768w, https://sixteenventures.com/wp-content/uploads/2023/08/Goal-Discovery-The-Essential-Task-You-Never-Had-Time-for-Until-Now-1536x461.png 1536w, https://sixteenventures.com/wp-content/uploads/2023/08/Goal-Discovery-The-Essential-Task-You-Never-Had-Time-for-Until-Now.png 2000w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <p>You get it; Goal Discovery is essential. </p> <p>It’s not just another buzzword or a fleeting trend in Customer Success. It’s the foundation of everything we aim to accomplish with our clients. </p> <p>But here’s where the frustration mounts: you have clients to manage, meetings to attend, fires to put out, and an inbox that never seems to get any lighter. </p> <p>So where does Goal Discovery fit in and how can you possibly make time for it with all of your clients? </p> <p>Let’s dig in.</p> <span id="more-8817"></span> <h2 class="wp-block-heading">Customer Success Podcast: Impact Weekly Episode 38</h2> <p>If you want to go deep on this topic, listen to this episode of our Customer Success podcast, Impact Weekly, that comes out every Wednesday. You can listen below or <a href="https://www.impactdemy.com/pages/impact-weekly-podcast" target="_blank" rel="noreferrer noopener">on your favorite podcast app</a>:</p> <figure class="wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio"><div class="wp-block-embed__wrapper"> <iframe title="Episode 38: Goal Discovery: The Essential Task You Don't Make Time For (until now)" width="500" height="281" src="https://www.youtube.com/embed/6O6P3gq6J_s?feature=oembed" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe> </div></figure> <h2 class="wp-block-heading">The Real Problem: Shifting Priorities, Not Finding Time</h2> <p>Let’s cut through the noise and address the underlying issue. It’s not about “finding” time. It’s about shifting priorities. </p> <p>If goal discovery makes total sense to you, you’ve already won half the battle. </p> <p>Now, the challenge is recognizing the things you could deprioritize to focus more on goal discovery. I</p> <p>t’s not about adding another task to your overloaded schedule; it’s about making room for something that is vital.</p> <h2 class="wp-block-heading">Building Competence: Goal Discovery as a Daily Habit</h2> <p>Johan put it succinctly in this episode when he said, “It might seem, if you haven’t done this before, like a huge task, but we’ve seen this so many times that when you start working this way, it becomes habit.” </p> <p>Goal discovery is a competence, something that gets more manageable, more intuitive as you incorporate it into your daily routine.</p> <h2 class="wp-block-heading">Leading and Coaching CSMs</h2> <p>If you’re a Head of Customer Success, leading a team, your responsibility goes deeper. </p> <p>It’s not just about you and your tasks. It’s about your team’s confidence and efficiency in doing goal discovery. </p> <p>It’s your role to ensure that they understand things like goal discovery and objection breakthrough (both things we cover in our <a href="https://www.impactdemy.com/collections?ref=58b2b0" target="_blank" rel="noreferrer noopener">Impact Academy Customer Success training</a>), and that they aren’t trapped in the cycle of managing urgent but unimportant things.</p> <h2 class="wp-block-heading">Understanding and Managing Goals: A Customer Perspective</h2> <p>Customers always have goals. </p> <p>And these goals evolve and change. As CSMs, we must maintain and update those goals with our customers. </p> <p>And remember, goals aren’t static. They’re dynamic. They’re real. They’re the heartbeat of the customer relationship, and keeping them at the forefront isn’t an option—it’s a necessity.</p> <h2 class="wp-block-heading">Goals are the Essence of Customer Success</h2> <p>Goal discovery isn’t something to squeeze into your schedule reluctantly. </p> <p>It’s the path to real connection, understanding, and success with your customers. It requires prioritizing, leading, coaching, and above all, a willingness to break free from the usual patterns.</p> <p>So, the next time you find yourself saying, “I know I need to do Goal Discovery, but I just don’t have time,” stop and reflect on what you’re truly saying. </p> <p>You’re standing at the threshold of something transformative, something that can redefine your relationship with your clients.</p> <h2 class="wp-block-heading">Make an Impact… Weekly</h2> <p>Don’t miss out on the insights that could revolutionize your partner relationships. Ensure you’re at the forefront of customer success management by <a href="https://www.impactdemy.com/pages/impact-weekly-podcast" target="_blank" rel="noreferrer noopener">subscribing to our Impact Weekly podcast</a>. </p> <p>Every Wednesday, we delve into a new aspect of customer and partner success, equipping you with the knowledge you need to thrive in the multi-channel landscape. Subscribe now, and let’s keep learning together.</p> <figure class="wp-block-table"><table class="has-border-color has-base-border-color"><tbody><tr><td><a href="https://www.impactdemy.com/courses/fundamentals?ref=58b2b0" target="_blank" rel="noreferrer noopener"><img loading="lazy" decoding="async" width="300" height="300" class="wp-image-8906" style="width: 300px;" src="https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA.png" alt="" srcset="https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA.png 1080w, https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA-1024x1024.png 1024w, https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA-768x768.png 768w, https://sixteenventures.com/wp-content/uploads/2024/01/New-CS-Fundamentals-Course-square-CTA-600x600.png 600w" sizes="auto, (max-width: 300px) 100vw, 300px" /></a><a href="https://www.customergrowthlab.com/prompt-engineering-for-customer-success" target="_blank" rel="noreferrer noopener"></a></td><td><a href="https://www.customergrowthlab.com/email-engagement-formula" target="_blank" rel="noreferrer noopener"><img loading="lazy" decoding="async" width="300" height="300" class="wp-image-8675" style="width: 300px;" src="https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1.png" alt="" srcset="https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1.png 600w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-150x150.png 150w" sizes="auto, (max-width: 300px) 100vw, 300px" /></a></td></tr><tr><td><a href="https://www.impactdemy.com/pages/impact-weekly-podcast" target="_blank" rel="noreferrer noopener"><img loading="lazy" decoding="async" width="300" height="300" class="wp-image-8437" style="width: 300px;" src="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-scaled.jpg" alt="" srcset="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-scaled.jpg 2560w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-300x300.jpg 300w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg 1024w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-150x150.jpg 150w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-768x768.jpg 768w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1536x1536.jpg 1536w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-2048x2048.jpg 2048w" sizes="auto, (max-width: 300px) 100vw, 300px" /></a></td><td><a href="https://www.customergrowthlab.com/powerful-meetings" target="_blank" rel="noreferrer noopener"><img loading="lazy" decoding="async" width="300" height="300" class="wp-image-8967" style="width: 300px;" src="https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square.png" alt="" srcset="https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square.png 900w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-768x768.png 768w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-600x600.png 600w" sizes="auto, (max-width: 300px) 100vw, 300px" /></a></td></tr></tbody></table></figure> </div><div class="author-box"><div><img alt='' src='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=80&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=160&d=mm&r=g 2x' class='avatar avatar-80 photo' height='80' width='80' loading='lazy' decoding='async'/> <strong>About Lincoln Murphy</strong><br /><p>I invented Customer Success. I focus primarily on Customer Engagement. <a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Learn more about me here.</a></p> </div></div><div class="after-post widget-area"> <div id="recent-posts-3" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">You should read these articles, too…</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> </ul> </div></div></div></div></div><div id="sidebar" class="sidebar widget-area"><div id="custom_html-2" class="widget_text widget widget_custom_html"><div class="widget_text widget-wrap"><div class="textwidget custom-html-widget"><div id="enews-ext-2" class="widget enews-widget"> <div class="widget-wrap"> <div class="enews"> <h4 class="widget-title widgettitle">Join the other 53,897 folks who get my emails and…</h4> <div style="text-align:left"> <ul> <li>Get the latest on <strong>ChatGPT, AI, & Prompt Engineering</strong></li> <li>Stay updated on <strong>Customer Success</strong> & <strong>RevOps</strong></li> <li>Take your <strong>Growth Strategy</strong> to the next level</li> <li>Learn about <strong>Psychology, Engagement, and More</strong>!</li> </ul> </div>  <form id="ck_subscribe_form" class="ck_subscribe_form" action="https://app.convertkit.com/landing_pages/256863/subscribe" data-remote="true"> <input type="hidden" value="{"form_style":"naked","embed_style":"inline","embed_trigger":"scroll_percentage","scroll_percentage":"70","delay_seconds":"10","display_position":"br","display_devices":"all","days_no_show":"15","converted_behavior":"show"}" id="ck_form_options"> <input type="hidden" name="id" value="256863" id="landing_page_id"> <input type="hidden" name="ck_form_recaptcha" value="" id="ck_form_recaptcha"> <div class="ck_errorArea"> <div id="ck_error_msg" style="display:none"> <p>There was an error submitting your subscription. 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https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-600x600.png 600w" sizes="auto, (max-width: 900px) 100vw, 900px" /></a></figure> </div></div> <div id="block-13" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-full"><a href="https://www.customergrowthlab.com/email-engagement-formula" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="600" height="600" src="https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1.png" alt="" class="wp-image-8675" srcset="https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1.png 600w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-300x300.png 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https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-150x150.jpg 150w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-768x768.jpg 768w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1536x1536.jpg 1536w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-2048x2048.jpg 2048w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></a></figure> </div></div> <div id="recent-posts-4" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">Customer Success & Growth Articles</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a 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