When you are getting started with Guru, establishing your goals and how you will measure success is very important. It will determine how you prioritize your time during implementation and ensure all of your efforts have maximum impact on your teams’ bottom line.
We work with customers to create individualized “Guru Success Plans,” which include clear statements of “what” and “how” Guru will accomplish for your team. A Guru success plan allows you to 1) align internal stakeholders around project direction and expectations 2) easily measure the value your Guru efforts are delivering and 3) help you communicate to leadership through the process.
Creating your own success plan
There are so many ways you can use Guru, so aligning your path with the outcome you want to achieve is important. For example…
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To decrease support agent handle time, you could focus on a great search experience over Zendesk
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To decrease the amount of time sales team members spend lost in Salesforce, you could focus on delivering information to them when they need it with Knowledge Triggers
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To decrease time spent answering repeat questions in Slack, you could focus on Slack processes and workflows
Establishing your Guru goals and KPIs
An easy way to start outlining your goals is identifying what you hope to achieve along Guru’s three main use cases (onboarding, product enablement, and internal communications) that supports your larger company OKRs.
Reference these posts for inspiration around business outcomes and related metrics:
Advanced - Using Forrester's TEI Report, we've developed a Value Calculator to help you make Guru's value crystal clear. Try it out here.
Identifying supporting stakeholders
To achieve your goals, what other teams will need to be looped in/may be impacted by your work? What opportunities are coming up for those teams that documented knowledge in Guru could support?
Some examples of this could include:
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Go-to-market teams hosting a Company Kick Off or Sales Kick Off at the beginning of the quarter
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New product features being launched that the support team needs troubleshooting and FAQ documentation for
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Sales teams onboarding a bunch of new reps by the end of the quarter
Determine Milestones
Work backwards to turn goals and opportunities into milestones you can work towards. For example:
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Go-to-market teams hosting a Company Kick Off -> Milestones could include CKO Documentation in Guru, knowledge alerts sent for pre-reading
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New product features being launched that the support team needs troubleshooting and FAQ documentation for > Milestones could include new feature release Cards developed, support documentation complete in Guru by X date
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Sales teams onboarding a bunch of new reps by the end of the quarter -> Milestones could include getting all benefits information documented within your onboarding collection; Creating a guide to your first week's Card for new reps.
Resources
Leverage these Guru resources to support your efforts, especially Guru Card templates to build out the content you need in Guru.
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Guru success plan slide (make a copy)
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Guru Implementation guides for Product Enablement, Internal Comms, and Onboarding