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.
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?
Example of Sales 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.
Askawoof is a startup building a platform to help companies run customer satisfaction surveys. Their Sales team has been doing a great job in Australia so far, but it’s time for them to expand to new markets.
Take advantage of your Objectives to be specific about your growth opportunities. Avoid statements like "Increase revenues", or "Double the amount of customers". It's pretty obvious that we want to grow the business, and vague statements won't help other teams understand how they can help with sales.
Good Objectives should help anyone understand where to focus their energy. "Increase revenues" leaves too much room for interpretation. "Expand to European markets" will produce more focused initiatives, and your Product team can align their own goals to support different regions.
Their Sales OKRs
Make responsiveness a priority for new users
Stay above a rating of 4 stars for all customer feedback on support calls
Decrease First Reply Time from 6h to 20 minutes
More OKR templates →
Reduce activation churn with high-touch onboarding
Increase engagement with onboarding drip from 10% to 20%
Improve survey scores from 3.2 to 4.1 for personalized onboarding calls
More OKR templates →
Leverage positive feedback to build brand authority
Gain 40 public reviews with 4+ stars across all platforms
Publish 10 customer case studies
More OKR templates →
How to track your Customer Success OKRs?
There are many options available out there but we're generally seeing 2 categories of products emerging.
For teams getting started: Spreadsheets
Spreadsheets are a great way to get started with OKRs. They're flexible and familiar, and they reduce the amount of learning when you're still getting comfortable with the Objectives and Key Results process.
But, you'll probably start to feel some friction as adoption grows. The lack of check-ins workflows and trends makes it hard for spreadsheet to be a long-term solution for OKRs.
For seasoned OKRs team: OKRs-tracking software
If you're looking to simplify your OKRs process, then a dedicated goal-tracking platform is best to keep track of your OKRs at scale.
A platform like Tability will automate the check-ins reminders, provide progress charts and dashboards out of the box, and make the whole experience more collaborative.
Frequent check-ins are the key to staying on track with your OKRs. Checking progress early and often will tell you what you should and shouldn't focus on. Make check-ins a part of your weekly ritual with Tability →
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
How many evaluators turn into active users?
The opposite of activation. How many evaluators drop during the onboarding sequence?
How people interact with your product.
Satisfaction survey scores
Results of surveys sent after the onboarding sequence is completed.
Metrics related to Retention
Percentage of users that keep returning to your product after a certain number of days/weeks/month.
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.
Public ratings of your app or product (in marketplaces, review websites, etc).
Stop wasting your OKRs. Focus on the right work and accomplish your goals.