Think of milestones as: The story of implementation progress, while measurements tell the story of financial
impact.
Why track milestones?
Not everything that matters shows up in your benefit calculations. Milestones give you a way to acknowledge important checkpoints like:- All departments onboarded
- 75% monthly active users achieved
- Integration with CRM completed
- Executive sponsor alignment secured
- First quarterly business review completed
Milestone types
You’ll work with two types of milestones in your Value Tracker:Global milestones
These apply across the entire Value Tracker and typically represent account-wide achievements. Common examples:- Contract kickoff completed
- Executive sponsor identified
- Initial team training delivered
- Quarterly business review conducted
- Renewal discussion initiated
Use case milestones
These are linked to specific use cases and reflect key moments in rolling out that particular feature or capability. Common examples:- Feature enabled for pilot team
- Workflow integration completed
- Champion training completed
- Department-wide rollout finished
- First success story documented
Linking matters: Use case milestones help you understand which implementation activities drove improvements in
specific areas of value.
Milestone structure
Every milestone has these key fields:| Field | Purpose | Required |
|---|---|---|
| Name | Clear description of what gets accomplished | Yes |
| Planned Start Date | When you expect to begin work on this milestone | No |
| Projected End Date | When you expect to complete this milestone | No |
| Actual End Date | When you actually completed the milestone | No |
| Linked Use Case | Which use case this supports (if any) | No |
Creating milestones
You have three ways to add milestones to your Value Tracker:From a template
When you first open a Value Tracker, you’ll see the option to pull milestones from your company’s value framework.1
Open your Value Tracker
Navigate to the account’s Value Tracker from the main list.
2
Go to Milestones tab
Click the Milestones tab at the top.
3
Import from framework
If this is your first time setting up milestones, click Import from Framework.
4
Select template
Choose the milestone template that matches your customer’s implementation type or product tier.
All milestones from the template are now added to your Value Tracker, ready to customize dates.
Manually in the Value Tracker
Create milestones directly in any Value Tracker at any time.1
Go to Milestones tab
Click the Milestones tab at the top of your Value Tracker.
2
Click Add Milestone
Click the + Add Milestone button.
3
Fill in details
- Enter the milestone name - Set planned start and projected end dates - Optionally link to a specific use case
4
Save
Click Save to add the milestone to your tracker.
On the Use Cases tab
Add a milestone directly to a specific use case while viewing its card.1
Go to Use Cases tab
Navigate to the Use Cases tab.
2
Expand the use case
Click to expand the use case card you want to add a milestone to.
3
Click Add Milestone
In the milestones section of the card, click + Add Milestone.
4
Complete and save
Fill in the milestone details—it will automatically link to this use case.
Quick tip: Milestones created on a use case card are automatically linked to that use case.
Managing milestones
Updating dates and details
1
Find the milestone
Navigate to the Milestones tab or expand the relevant use case card.
2
Click to edit
Click on the milestone name or the edit icon.
3
Update fields
- Adjust planned start or projected end dates - Add or change the actual end date - Update the name or description - Change the linked use case
4
Save changes
Click Save to update the milestone.
Marking milestones complete
When you complete a milestone, record the actual end date:- Click on the milestone to edit it
- In the Actual End Date field, enter today’s date (or the date it was completed)
- Click Save
What if we completed a milestone early or late?
What if we completed a milestone early or late?
That’s valuable information! The difference between Projected End Date and Actual End Date helps you: -
Identify implementation delays that might affect renewal - Recognize areas where rollout went smoother than expected
- Adjust future milestone projections for similar customers Don’t adjust the projected date to match the actual—the variance tells an important story.
Checking off milestones
For quick updates, you can check off milestones without opening the full editor:- On Milestones tab
- On Use Cases tab
- On Overview tab
- Navigate to the Milestones tab 2. Click the checkbox next to any milestone 3. The actual end date is automatically set to today
Deleting milestones
Need to remove a milestone that’s no longer relevant?- Navigate to the Milestones tab
- Find the milestone you want to remove
- Click the 3-dot menu next to it
- Select Delete
- Confirm the deletion
Deletion is permanent. If you might need this milestone later, consider leaving it unchecked rather than
deleting it.
Viewing milestone progress
Milestones tab view
The Milestones tab shows all milestones in one place:- Global milestones at the top
- Use case-linked milestones grouped by use case below
- Completed milestones show with a checkmark and actual date
- Overdue milestones (projected date passed, not completed) highlight in red
Overview tab view
The Overview tab displays only global milestones, giving you a quick status check for account-wide progress.Use Cases tab view
Each active use case card shows its linked milestones in a dedicated section, helping you see implementation progress right alongside measurements.Best practices
Be realistic with dates
Set projected end dates based on actual implementation timelines, not wishful thinking. Realistic projections
help you spot delays early.
Update regularly
Check off milestones as soon as they’re completed. Stale milestone data loses its value as a progress indicator.
Link strategically
Connect milestones to use cases when there’s a clear relationship. This helps explain why measurements improved
(or didn’t) in certain periods.
Keep it focused
Don’t create milestones for every minor task. Focus on checkpoints that truly matter to value realization and
customer success.
Common milestone patterns
Different implementation approaches call for different milestone structures. Here are proven patterns:- Phased rollout
- Integration-heavy
- Adoption-focused
- Change management
Scenario: Rolling out to multiple teams or departments over time. Milestone pattern: - Pilot team
selected - Pilot team onboarded (linked to first use case) - Pilot success documented - Department 1 rollout
completed - Department 2 rollout completed - Full organization rollout completed - 80% adoption achieved across
all teams
Milestones in storytelling
When you present value realization to your customer, milestones provide critical context: Without milestones:“Your benefit increased from 20,000 in September.” With milestones:
“Your benefit increased from 20,000 in September—right after we completed the Department 2 rollout in August and achieved 75% adoption across both teams.”
Pro move: Reference specific milestones when explaining measurement trends in quarterly business reviews or
renewal discussions.
Troubleshooting
Can't find a milestone I created
Can't find a milestone I created
Check both the Milestones tab and the relevant use case card. If linked to a use case, it appears in both
places but may be easier to spot on the use case card.
Milestone shows on wrong use case
Milestone shows on wrong use case
Edit the milestone and change the Linked Use Case field to the correct use case, or set it to “None” to make
it a global milestone.
Want to uncheck a completed milestone
Want to uncheck a completed milestone
Edit the milestone and clear the Actual End Date field. The milestone returns to uncompleted status.
Template milestones don't fit my customer
Template milestones don't fit my customer
After importing from a template, you can edit, delete, or add milestones freely. Templates are starting points,
not requirements.
Milestones set up! Now learn how to record measurements to complete your
value story.