OKRs Examples

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Customer Success

OKRs for Customer Success

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.

Focus areas:

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?

Setting 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 Sales team has been doing a great job in Australia so far, but it’s time for them to expand to new markets.

General advice

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.

Examples of Customer Success OKRs

OKRs to improve responsiveness

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

Use this template →

OKRs to reduce activation churn

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

Use this template →

OKRs to leverage positive feedback

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

Use this template →

Looking for a simple OKRs process?

Tracking your OKRs

Knowing how to write good OKRs is critical, but without good tracking in place, the OKRs will fade away and focus will be lost.

It's not just us saying that:

The easier it is for a team to have weekly discussions around the OKRs, the better they'll execute.

The check-ins process can be automated with a platform like Tability that takes care of reminders, and distribute updates to the teams.

Tability will act as your accountability buddy

It is vital that you implement a proper OKRs ritual, otherwise your OKRs won't be much different from having KPIs.

What other Customer Success metrics can you use?

Now that you've got good Objectives, it's time to pick some key results and finding good metrics that work for your team can be tricky. Lucky for you, we've laid out all the best success metrics for your teams to use.

Here are a few to get you started:

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).

Stop wasting your OKRs. Focus on the right work and accomplish your goals.

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