OKRs Examples

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Customer Success

OKRs for Customer Success Teams

A Customer Success team looks after your users' well-being and makes sure that every interaction with your business is a positive one.

Their work starts at the Activation stage of the AARRR funnel. They help people who have signed up to get up & running quickly, and they follow on through the Retention stage to support your customers and make sure that their needs are met.

Example of Customer Success OKRs

You'll find below an example built around a fictitious company. Your OKRs should move from quarter to quarter and map to your company's reality – that's why we thought it's best to illustrate things as a case study that you can take inspiration from.

Scenario

Askawoof is a startup building a platform to help companies run customer satisfaction surveys. Their Customer Experience team decides to focus their effort on the first 14 days of a user's journey to build a state of the art onboarding experience.

General advice

Objectives should be clear and concise. Ideally, you want to avoid using metrics and reduce the use of acronyms. Your Objectives should be easy to understand by anyone in your org (and probably outsiders too).

On the other hand, you can make Key Results very specific and tailored for your function. Objectives give a sense of direction, and KRs will help you measure progress.

Their Customer Success OKRs

Objective

Make responsiveness a priority for new users

Key result

Stay above a rating of 4 stars for all customer feedback on support calls

Key result

Decrease First Reply Time from 6h to 20 minutes

See more Customer Success OKR Templates →

Objective

Reduce activation churn with high-touch onboarding

Key result

Increase engagement with onboarding drip from 10% to 20%

Key result

Improve survey scores from 3.2 to 4.1 for personalized onboarding calls

See more Customer Sucess OKR Templates →

Objective

Leverage positive feedback to build brand authority

Key result

Gain 40 public reviews with 4+ stars across all platforms

Key result

Publish 10 customer case studies

See more Customer Sucess OKR Templates →

How to track your Customer Success OKRs?

A common mistake when tracking OKRs is to use a spreadsheet. They’re flexible, but you’ll lack the ability to see trends and it’ll quickly become hard to manage for your team.

Instead you can use Tability to simplify the tracking of your OKRs–and as a bonus, you’ll find dozens of templates ready to go in the app.

What other Customer Success metrics can you use?

If you’re looking for some inspiration, here are some example of metrics that can be relevant for your Key Results.

Metrics related to Activation

Activation rate

How many evaluators turn into active users?

Onboarding churn

The opposite of activation. How many evaluators drop during the onboarding sequence?

Engagement

How people interact with your product.

Satisfaction survey scores

Results of surveys sent after the onboarding sequence is completed.

Metrics related to Retention

Retention rate

Percentage of users that keep returning to your product after a certain number of days/weeks/month.

Contact rate

Number of customer inquiries occurring in a given time period.

Average resolution time

Average time that it takes to resolve customer inquiries.

NPS / Support NPS

Net Promoter Score (NPS) is a metric used to measure the loyalty of customers to a company.

App ratings

Public ratings of your app or product (in marketplaces, review websites, etc).

Focus

Acquisition
Activation
Retention
Referral
Revenue

Key Questions

Which channel(s) do we want to focus on this quarter?

Do we need to improve our relationship with Sales/Growth/Product?

Do we need to optimize costs in some areas?

How can we mix big bets with low-hanging fruits?