10 great okr example customer success

Category: OKR Examples.

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

David Griffin

Enhance customer onboarding experience

56%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Deliver established success criteria 100%

Q1-2023img-roger-smith-assignee1percentage-iconPercentage Track
0%100%60%

0.60

Increase CSAT score from 7 to 8.5

Q1-2023img-roger-smith-assignee1increase-iconCSAT
7.08.57.6

0.40

Increase first time response to customer queries from 90% to 98%

Q1-2023img-roger-smith-assignee1increase-iconFirst Time Response (FTR)
90%98%95%

0.63

Reduce customer onboarding time from 10 days to 2 days

Q1-2023img-roger-smith-assignee1decreaseCustomer Onboarding time
10 Day(s)2 Day(s)6 Day(s)

0.50

Reduce response time to customer tickets from 120 minutes to 30 minutes

Q1-2023img-roger-smith-assignee1decreaseResponse Time
120 Min(s)30 Min(s)58 Min(s)

0.69

Example 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 icon1Objective

David Griffin

Grow enterprise customer satisfaction

62%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Decrease customer reported issues from 10 to 2 per month

Q1-2023img-roger-smith-assignee1decreaseCustomer Reported issue
1027

0.38

Increase CSAT score from 3.5 to 4.5

Q1-2023img-roger-smith-assignee1increase-iconCSAT
3.54.54.2

0.70

Reduce customer issue resolution time from 48 hours to 4 hours

Q1-2023img-roger-smith-assignee1decreaseCustomer Issue Resolution
48 Hour(s)4 Hour(s)14 Hour(s)

0.77

Example 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 icon1Objective

David Griffin

Offer service with outstanding quality (timeline)

41%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Decrease mean time to green from 60 days to 40 days

Q1-2023img-roger-smith-assignee1decreaseMeen time to green
60 Day(s)40 Day(s)51 Day(s)

0.45

Decrease next issue avoidance rate from 40% to 20%

Q1-2023img-roger-smith-assignee1decreaseNext issue avoidance
40%20%26%

0.70

Deliver product/service on time within 30 days

Q1-2023img-roger-smith-assignee1control-iconDeliver On Time
15 Day(s)45 Day(s)30 Day(s)

0.08

Example 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 icon1Objective

David Griffin

Automate customer success process

41%

Target Date:Annual-2023

Visibility:All Employees

key icon1Key Results

Automate customer onboarding emails and follow-ups

Q1-2023img-roger-smith-assignee1flag-iconOnboarding emails and fol..
0%100%60%

4040
404040

0.45

Automate outreach via customer sentiment

Q1-2023img-roger-smith-assignee1tasktrackedTask Tracked
0%100%42%

0.70

Decrease customer response time from 30 mins to 2 mins through support chat

Q1-2023img-roger-smith-assignee1decreaseCustomer Response Time
30 Min(s)2 Min(s)11 Min(s)

0.08

Deliver personalized and effective content to customers through A/B testing

Q1-2023img-roger-smith-assignee1flag-iconA/B testing
0%100%60%

4040404040

30%

Increase customer retention with automated 24*7 chat support from 60% to 75%

Q1-2023img-roger-smith-assignee1increase-iconCustomer Retention Rate
60%75%72%

0.08

Example 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 icon1Objective

David Griffin

Increase revenue

62%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase average revenue per customer (ARPC) from 50% to 80%

Q1-2023img-roger-smith-assignee1increase-iconAverage Revenue per cust..
50%80%66%

0.53

Increase customer retention from 60% to 80%

Q1-2023img-roger-smith-assignee1increase-iconCustomer Retention Rate
60%80%42%

0.70

Increase expansion revenue from 15% to 30%

Q1-2023img-roger-smith-assignee1increase-iconExpansion Revenue
$15.00$30.00$22.27

0.48

Increase MRR from $2,000,000 to $4,000,000

Q1-2023img-roger-smith-assignee1increase-iconMRR
$2M$4M$3.53M

0.77

Example 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 icon1Objective

David Griffin

Build a high-performance team

53%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase team competency rating from 75% to 90%

Q1-2023img-roger-smith-assignee1increase-iconCompetency Rate
75%90%84%

0.60

Issue 3 awards for the best performer per quarter

Q1-2023img-roger-smith-assignee1increase-iconAward and recognition
032

0.67

Recruit 3 highly qualified customer success reps

Q1-2023img-roger-smith-assignee1increase-iconRecruitment
031

0.33

Example 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 icon1Objective

David Griffin

Maintain an effective LinkedIn community

49%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Decrease negative comments from 7% to 2%

Q1-2023img-roger-smith-assignee1decreaseNegative Comments
7%2%5%

0.40

Give responses to comments on posts and shares by at most an hour

Q1-2023img-roger-smith-assignee1control-iconCustomer Response Time
0 Hour(s)2 Hour(s)1 Hour(s)

0.08

Grow LinkedIn followers from 30000 to 50000

Q1-2023img-roger-smith-assignee1increase-iconLinkedin followers
30K50K44.24K

0.71

Post 30 content based on viewers demographics

Q1-2023img-roger-smith-assignee1increase-iconViewers Demographics
03016

0.53

Share thought leadership posts everyday

Q1-2023img-roger-smith-assignee1task-tracked-iconTask Tracked
0%100%72%

0.72

Example 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 icon1Objective

David Griffin

Grow new customer engagement

58%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Conduct 6 webinars to engage and educate customers

Q1-2023img-roger-smith-assignee1increase-iconWebinars
063

0.50

Increase product adoption Rate for new customers from 80% to 95%

Q1-2023img-roger-smith-assignee1increase-iconProduct Adoption Rate
80%95%90%

0.67

Launch 6 automated email workflow to engage customers with recently launched features

Q1-2023img-roger-smith-assignee1increase-iconAutomated email workflow
063

0.50

Publish 30 blogs on recent trends in product utility

Q1-2023img-roger-smith-assignee1increase-iconBlog posts
03019

0.63

Example 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 icon1Objective

David Griffin

Employee learning & development

47%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Conduct 3 well-being courses for the employees

Q1-2023img-roger-smith-assignee1increase-iconEmployee Wellness Progra..
0%3%1%

0.33

Conduct 5 customer success management workshops

Q1-2023img-roger-smith-assignee1increase-iconWorkshops
054

0.80

Conduct at least 2 knowledge-sharing sessions per week

Q1-2023img-roger-smith-assignee1control-iconKnowledge sharing session
132

0.08

Increase certified employees in customer management course from 0 to 20

Q1-2023img-roger-smith-assignee1increase-iconCertified employees
02013

0.65

Increase eNPS score from 7 to 9

Q1-2023img-roger-smith-assignee1increase-iconeNPS Score
798

0.50

Example 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 icon1Objective

David Griffin

Deliver customer outcomes

55%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Enhance customer onboarding experience

Q1-2023img-roger-smith-assignee1flag-iconCustomer Onboarding
0%100%60%

4040404040

0.60

Grow Enterprise customer satisfaction

Q1-2023img-roger-smith-assignee1flag-iconGrow Enterprise customer
0%100%60%

4040404040

0.60

Increase CSAT score from 8 to 9.5

Q1-2023img-roger-smith-assignee1increase-iconCSAT
8.09.58.5

0.33

Increase customer retention rate from 80% to 95%

Q1-2023img-roger-smith-assignee1increase-iconCustomer Retention Rate
80%95%90%

0.67

Conclusion

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!

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