Ensuring customers reach their desired outcomes while using the product or service is vital. Hence, the customer success team is intrinsically responsible for managing and supporting the customers in any cross-functional organization. The team’s ultimate goal should be to offer an exceptional customer experience that welcomes new customers while successfully retaining existing ones. While coping with the challenges in recent times, you must predefine the user behavior and empathize with their present and futuristic demands and goals.
As a customer success team, you need to emphasize the renewal and retention of customers with more focus on digital-led practices. Also, prioritizing customer engagement with a broader approach towards customer-centric responsibilities and communication.
If you plan to elevate your customer success strategy to the next level, then the OKRs are for you. Adopting OKRs (Objectives and Key Results) can help your customer success strategy by setting specific, measurable goals. This clear focus helps in tracking progress and identifying areas for improvement. This customer-centric approach not only improves communication but also drives a culture of continuous improvement, leading to higher customer satisfaction and loyalty.
Profit.co’s OKR software is designed to dynamically focus on everything from product adoption and implementation to growth and team performance. It aids in strategically aligning goals across the company, ensuring that every level of your organization works cohesively towards common objectives.
Let’s see how you can implement OKRs in your customer success journey to yield measurable outcomes with an agile solution.
Example 1
Enhancing the customer onboarding experience lays the foundation for growth. It improves customer retention rates and establishes trust and loyalty, key elements in fostering long-term relationships and a strong brand reputation. Organizations must recognize the pivotal role of onboarding in customer lifecycle management for sustainable business success.
Objective: Enhance customer onboarding experience
KR 1: Increase average CSAT score from 7 to 8.5 on post-onboarding surveys
KR 2: Reduce customer onboarding ime from 10 days to 2 days
KR 3: Increase the accuracy rate of completing key onboarding milestones (account setup, first product use) from 80% to 99%
KR 4: Increase % of users logging into application more than once in the first 10 days from 40% to 80%
KR 5: Reduce resolution time to onboarding tickets from 120 minutes to 30 minutes
Objective
Enhance customer onboarding experience
Target Date:Annual-2023
Visibility:All Employees
Key Results
Increase average CSAT score from 7 to 8.5 on post-onboarding surveys
CSATReduce customer onboarding time from 10 days to 2 days
Customer Onboarding TimeIncrease the accuracy rate of completing key onboarding milestones (account setup, first product use) from 80% to 99%
Accuracy RateIncrease % of users logging into application more than once in the first 10 days from 40% to 80%
% of Users LoggingReduce resolution time to onboarding tickets from 120 minutes to 30 minutes
Resolution time to onboarding
Example 2
Achieving global customer satisfaction goes beyond merely resolving issues; it involves understanding diverse customer needs and expectations across different markets. By leveraging insights from customer feedback and integrating them into service improvements, we can create a universally positive experience that resonates with a global audience. This approach elevates the CSAT score, strengthens brand loyalty, and fosters a reputation for excellence in customer service worldwide. Try these Key results to get the best results.
Objective: Grow global customer satisfaction
KR 1: Increase CSAT score from 3.5 to 4.5
KR 2: Reduce Time to Wow (value realization) from 35 days to 20 days
KR 3: Increase average % of problem statements solved for the customers from 78% to 95%
Objective
Grow enterprise customer satisfaction
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase CSAT score from 3.5 to 4.5
CSATReduce Time to Wow (value realization) from 35 days to 20 days
Time to WowIncrease average % of problem statements solved for the customers from 78% to 95%
% of problem statements solved
Example 3
Outstanding service quality, marked by timely delivery and high standards, ensures immediate success and establishes long-term customer trust and loyalty. By consistently meeting and exceeding expectations, businesses can establish a reputation for reliability, turning satisfied customers into vocal advocates who amplify the brand’s value through positive word-of-mouth. This cycle of quality service and customer satisfaction becomes a key driver for sustainable growth and market leadership.
Objective: Deliver outstanding service quality for optimal customer success
KR 1: Increase the customer retention rate from the current 80% to 90%
KR 2: Achieve 0 customer escalations every quarter
KR 3: Increase the rate of first-contact resolution from 70% to 85%
Objective
Deliver outstanding service quality for optimal customer success
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase the customer retention rate from the current 80% to 90%
Customer Retention RateAchieve 0 customer escalations every quarter
Customer EscalationsIncrease the rate of first-contact resolution from 70% to 85%
Rate of First-ContactExample 4
Automating customer success processes will help to reach out to customers on time, which in turn will increase the customer retention rate. So focus on key results that would make the onboarding process smooth and agile. This enhances the overall customer experience, fostering deeper engagement and ensuring a smoother, more responsive journey from onboarding to delivery. This strategic automation ultimately leads to stronger customer relationships and a significant boost in customer lifetime value.
Objective: Accelerate value realization through automation
KR1: Increase product adoption rate from 65% to 90%
KR2: Increase # of use cases/offerings solved by the product from 55 to 70
KR3: Increase L1 queries resolved through automated chatbot from 30% to 75%
Objective
Accelerate value realization through automation
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase product adoption rate from 65% to 90%
Product Adoption RateIncrease # of use cases/offerings solved by the product from 55 to 70
# of Use Cases/OfferingsIncrease L1 queries resolved through automated chatbot from 30% to 75%
L1 Queries ResolvedExample 5
Opening up revenue streams requires a strategic focus on maximizing revenue per customer, monthly recurring revenue (MRR), and expansion revenue. By concentrating on these key areas, businesses can unlock new opportunities for financial growth and stability. This approach enhances the company’s profitability and ensures a sustainable and scalable business model, adapting to market changes and customer needs efficiently.
Objective: Open up scintillating revenue streams
KR 1: Increase MRR from $2,000,000 to $4,000,000
KR 2: Increase Average Revenue Per User (ARPU) from $40 to $55
KR 3: Generate at least $500,000 revenue from Cross Sell / Up Sell
KR 4: Increase % of customers using more than 1 module from 42% to 75%
Objective
Open up scintillating revenue streams
Target Date:Annual-2023
Visibility:All Employees
Key Results
Increase MRR from $2,000,000 to $4,000,000
MRRIncrease Average Revenue Per User (ARPU) from $40 to $55
Average Revenue Per CustomerGenerate at least $500,000 revenue from Cross Sell / Up Sell
Revenue from Cross Sell / Up SellIncrease % of customers using more than 1 module from 42% to 75%
% of CustomersExample 6
It is important to have skilled and competent team members to manage a cross-functional environment. It requires a deliberate focus on cultivating diverse talents and fostering a culture of continuous learning and collaboration. Investing in targeted training programs and professional development opportunities can significantly enhance the team’s effectiveness. Try building key results that would improve the efficacy of your team with the right talents.
Objective: Build a high-performing CS team
KR 1: Increase renewal rate from 80% to 95%
KR 2: Increase # of case studies generated per quarter from 1 to 4
KR 3: Increase % of employees getting certified on CSM advanced course from 60% to 90%
Objective
Build a high-performing CS team
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase renewal rate from 80% to 95%
Renewal RateIncrease # of case studies generated per quarter from 1 to 4
# of Case StudiesIncrease % of employees getting certified on CSM advanced course from 60% to 90%
Employees CertificationExample 7
Nurturing an active LinkedIn community is not just about numbers; it’s about creating meaningful engagements and fostering a network of professionals. Businesses can establish themselves as thought leaders and go-to experts by regularly sharing insightful content, initiating discussions, and actively participating in conversations. This approach deepens customer relationships and opens doors to new collaborations, partnerships, and avenues for growth, leveraging the power of professional networking to its fullest potential.
Objective: Maintain an effective LinkedIn community
KR 1: Grow LinkedIn followers from 30000 to 50000
KR 2: Increase average impressions per post from 50k to 75k
KR 3: Increase # of reposts by customers from 8 to 15
Objective
Maintain an effective LinkedIn community
Target Date: Annual-2023
Visibility: All Employees
Key Results
Grow LinkedIn followers from 30000 to 50000
Linkedin followersIncrease average impressions per post from 50k to 75k
Average Impressions Per PostIncrease # of reposts by customers from 8 to 15
# of RepostsExample 8
Boosting overall product engagement hinges on delivering a personalized user experience that resonates with your customer’s needs and preferences. Implementing feedback loops to continuously refine the product based on customer insights ensures that the offering stays relevant and valuable. Additionally, providing educational resources and proactive support can empower users, increase adoption satisfaction, and transform passive users into active brand champions.
Objective: Boost overall product engagement
KR 1: Increase average Monthly Active Users (MAUs) from 68% to 85%
KR 2: Elevate average session duration from 280s to 600s
KR 3: Achieve an uplift from 3.4 to 4.0 in average knowledge score on product feature quizzes
Objective
Boost overall product engagement
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase average Monthly Active Users (MAUs) from 68% to 85%
Average Monthly Active UsersElevate average session duration from 280s to 600s
Average Session DurationAchieve an uplift from 3.4 to 4.0 in average knowledge score on product feature quizzes
Average Knowledge ScoreExample 9
Cultivate stronger customer advocacy by enhancing overall customer engagement and satisfaction. Building such key results will help your team stay well-equipped to work on customer demands. Encouraging satisfied customers to share their positive experiences through testimonials, case studies, or social media amplifies the brand’s reach and credibility. It turns customers into valuable advocates who play a pivotal role in organic growth and reputation building.
Objective: Develop Customer Advocacy
KR 1: Increase Customer Life Time Value (CLTV) from $80k to $120k
KR 2: Boost positive customer reviews and testimonials from 40% to 70%
KR 3: Increase participation in customer referral program from 15% to 35%
Objective
Develop Customer Advocacy
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase Customer Life Time Value (CLTV) from $80k to $120k
Customer Life TimeBoost positive customer reviews and testimonials from 40% to 70%
Positive Customer ReviewsIncrease participation in customer referral program from 15% to 35%
Customer Referral ProgramExample 10
Focusing on key results that help you deliver customer-led growth can help you cope with the challenges of maintaining a good customer referral rate and offering the best onboarding experience. Fueling sustainable growth through customer-led initiatives means prioritizing the customer’s voice in every aspect of your business strategy. This customer-centric approach leads to a cycle of loyalty, advocacy, and innovation, laying the foundation for long-term success and market resilience.
Objective: Fuel sustainable growth through customer led growth
KR1: Increase # of customer referrals generated from 1 to 5 per quarter
KR2: Generate at least 3 video case studies
KR3: Increase # of social media mentions about our product by the customers from 10 to 20
Objective
Fuel sustainable growth through customer led growth
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase # of customer referrals generated from 1 to 5 per quarter
Customer ReferralsGenerate at least 3 video case studies
Video Case StudiesIncrease # of social media mentions about our product by the customers from 10 to 20
# of Social Media MentionsConclusion
Iterating OKRs in your organization can help you focus on the purpose of establishing a dedicated team that drives results and revenue. And reaching such goals is possible only when your customers are satisfied. Start with OKRs immediately to develop an exceptional strategy execution process that strives for the best customer experience. With a great passion to drive customer service and the goal of heightened customer engagement, you are sure to reach paramount success. We wish you all the best on your journey!