It is vital to ensure that customers reach their desired outcomes while using the product or service. Hence the customer success team plays an intrinsic role in 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 retaining the existing ones successfully. While you are coping with the challenges in recent times, it is important that you 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.
Profit.co helps you build your OKRs that drive dynamic focus to changing demands. From product adoption to implementation, growth, and team performance, OKRs help strategically align company-wide goals.
Let’s see how you can implement OKRs in your customer success journey to yield measurable outcomes with an agile solution.
Example 1
By enhancing the customer onboarding experience, you are building a more comprehensive opportunity towards growth and customer retention success rate.
Objective: Enhance customer onboarding experience
KR 1: Deliver established success criteria 100%
KR 2: Increase CSAT score from 7 to 8.5
KR 3: Increase first time response to customer queries from 90% to 98%
KR 4: Reduce customer onboarding time from 10 days to 2 days
KR 5: Reduce response time to customer tickets from 120 minutes to 30 minutes
Objective
Enhance customer onboarding experience
Target Date: Annual-2023
Visibility: All Employees
Key Results
Deliver established success criteria 100%
Percentage TrackIncrease CSAT score from 7 to 8.5
CSATIncrease first time response to customer queries from 90% to 98%
First Time Response (FTR)Reduce customer onboarding time from 10 days to 2 days
Customer Onboarding timeReduce response time to customer tickets from 120 minutes to 30 minutes
Response TimeExample 2
To reach a high level of customer satisfaction, it is essential to grow the CSAT score and nullify customer-reported issues within a minimum period of time and try such key results to attain success.
Objective: Grow enterprise customer satisfaction
KR 1: Decrease customer reported issues from 10 to 2 per month
KR 2: Increase CSAT score from 3.5 to 4.5
KR 3: Reduce customer issue resolution time from 48 hours to 4 hours
Objective
Grow enterprise customer satisfaction
Target Date: Annual-2023
Visibility: All Employees
Key Results
Decrease customer reported issues from 10 to 2 per month
Customer Reported issueIncrease CSAT score from 3.5 to 4.5
CSATReduce customer issue resolution time from 48 hours to 4 hours
Customer Issue ResolutionExample 3
Delivering service on time with quality will yield surefire success and helps you to relieve issues on time with efficiency.
Objective: Offer service with outstanding quality (timeline)
KR 1: Decrease mean time to green from 60 days to 40 days
KR 2: Decrease next issue avoidance rate from 40% to 20%
KR 3: Deliver product/service on time within 30 days
Objective
Offer service with outstanding quality (timeline)
Target Date: Annual-2023
Visibility: All Employees
Key Results
Decrease mean time to green from 60 days to 40 days
Meen time to greenDecrease next issue avoidance rate from 40% to 20%
Next issue avoidanceDeliver product/service on time within 30 days
Deliver On TimeExample 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 process of onboarding to delivery smooth and agile.
Objective: Automate customer success process
KR1: Automate customer onboarding emails and follow-ups
KR2: Automate outreach via customer sentiment
KR3: Decrease customer response time from 30 mins to 2 mins through support chat
KR4: Deliver personalized and effective content to customers through A/B testing
KR5: Increase customer retention with automated 24*7 chat support from 60% to 75%
Objective
Automate customer success process
Target Date:Annual-2023
Visibility:All Employees
Key Results
Automate customer onboarding emails and follow-ups
Onboarding emails and fol..Automate outreach via customer sentiment
Task TrackedDecrease customer response time from 30 mins to 2 mins through support chat
Customer Response TimeDeliver personalized and effective content to customers through A/B testing
A/B testingIncrease customer retention with automated 24*7 chat support from 60% to 75%
Customer Retention RateExample 5
Growing revenue is the ultimate goal of every business. Work on key results that would multiply the revenue per customer, the MRR, and expansion revenue to stay attentive to the overall growth of the company’s total revenue.
Objective: Increase revenue
KR 1: Increase average revenue per customer (ARPC) from 50% to 80%
KR 2: Increase customer retention from 60% to 80%
KR 3: Increase expansion revenue from 15% to 30%
KR 4: Increase MRR from $2,000,000 to $4,000,000
Objective
Increase revenue
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase average revenue per customer (ARPC) from 50% to 80%
Average Revenue per cust..Increase customer retention from 60% to 80%
Customer Retention RateIncrease expansion revenue from 15% to 30%
Expansion RevenueIncrease MRR from $2,000,000 to $4,000,000
MRRExample 6
It is important to have skilled and competent team members to manage a cross-functional environment. Try building key results that would improve the efficacy of your team with the right talents.
Objective: Build a high-performance team
KR 1: Increase team competency rating from 75% to 90%
KR 2: Issue 3 awards for the best performer per quarter
KR 3: Recruit 3 highly qualified customer success reps
Objective
Build a high-performance team
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase team competency rating from 75% to 90%
Competency RateIssue 3 awards for the best performer per quarter
Award and recognitionRecruit 3 highly qualified customer success reps
RecruitmentExample 7
Growing and maintaining an effective LinkedIn community powers direct relationships with the customers and develops the opportunity to have one-on-one conversations with great leaders.
Objective: Maintain an effective LinkedIn community
KR 1: Decrease negative comments from 7% to 2%
KR 2: Give responses to comments on posts and shares by at most an hour
KR 3: Grow LinkedIn followers from 30000 to 50000
KR 4: Post 30 content based on viewers demographics
KR 5: Share thought leadership posts everyday
Objective
Maintain an effective LinkedIn community
Target Date: Annual-2023
Visibility: All Employees
Key Results
Decrease negative comments from 7% to 2%
Negative CommentsGive responses to comments on posts and shares by at most an hour
Customer Response TimeGrow LinkedIn followers from 30000 to 50000
Linkedin followersPost 30 content based on viewers demographics
Viewers DemographicsShare thought leadership posts everyday
Task TrackedExample 8
Enhance customer engagement by developing a customer-centric strategy that helps them to become more familiar with the product or service.
Objective: Grow new customer engagement
KR 1: Conduct 6 webinars to engage and educate customers
KR 2: Increase product adoption Rate for new customers from 80% to 95%
KR 3: Launch 6 automated email workflow to engage customers with recently launched features
KR 4: Publish 30 blogs on recent trends in product utility
Objective
Grow new customer engagement
Target Date: Annual-2023
Visibility: All Employees
Key Results
Conduct 6 webinars to engage and educate customers
WebinarsIncrease product adoption Rate for new customers from 80% to 95%
Product Adoption RateLaunch 6 automated email workflow to engage customers with recently launched features
Automated email workflowPublish 30 blogs on recent trends in product utility
Blog postsExample 9
To follow digital-led practices, it is vital to stay in touch with recent trends and studies. Building such key results will help your team stay well-equipped to work on prospective customer demands.
Objective: Employee learning & development
KR 1: Conduct 3 well-being courses for the employees
KR 2: Conduct 5 customer success management workshops
KR 3: Conduct at least 2 knowledge-sharing sessions per week.
KR 4: Increase certified employees in customer management course from 0 to 20
KR 5: Increase eNPS score from 7 to 9
Objective
Employee learning & development
Target Date: Annual-2023
Visibility: All Employees
Key Results
Conduct 3 well-being courses for the employees
Employee Wellness Progra..Conduct 5 customer success management workshops
WorkshopsConduct at least 2 knowledge-sharing sessions per week
Knowledge sharing sessionIncrease certified employees in customer management course from 0 to 20
Certified employeesIncrease eNPS score from 7 to 9
eNPS ScoreExample 10
Focusing on key results that help you to deliver customer outcomes can help you cope with the challenges of maintaining a good customer retention rate and offering the best onboarding experience.
Objective: Deliver customer outcomes
KR1: Enhance customer onboarding experience
KR2: Grow Enterprise customer satisfaction
KR3: Increase CSAT score from 8 to 9.5
KR4: Increase customer retention rate from 80% to 95%
Objective
Deliver customer outcomes
Target Date: Annual-2023
Visibility: All Employees
Key Results
Enhance customer onboarding experience
Customer OnboardingGrow Enterprise customer satisfaction
Grow Enterprise customerIncrease CSAT score from 8 to 9.5
CSATIncrease customer retention rate from 80% to 95%
Customer Retention RateConclusion
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!