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Customer success & support OKR example

Improve user retention rate and reduce churn

A starting point for clearer priorities and measurable progress. Make the targets your own.

Suggested timeframe: Set with your team1 objective · 4 key results
YOUR STARTING POINTCustomer success & support OKRs
OBJECTIVE

Increase user loyalty and reduce attrition

  1. KR 1

    Increase overall retention rate by X%

  2. KR 2

    Increase average session duration by X%

  3. KR 3

    Decrease new user churn rate by X%

  4. KR 4

    Increase repeat purchase rate by X%

Example targets. Adapt to your baseline before you start.

About this template

As a company, we are continuously striving to provide the best user experience possible. One important metric for measuring this is user retention rate, or how many users continue using our product over time. By improving our user retention rate and reducing churn, we can ensure that our product remains valuable and useful to our customers, while also driving growth and fostering long-term relationships. This OKR is a critical step in achieving these goals.

Make it work for your team

01

Set your baseline. Check where you are today, then choose targets that stretch your team.

02

Agree on ownership. Give each key result a clear owner and a source of data.

03

Check in every week. Review the numbers, share confidence, and decide what needs attention.

Get this template as YAML

A machine-readable version of this example for a script or AI assistant.

---
title: Improve user retention rate and reduce churn
objectives:
- title: Increase user loyalty and reduce attrition
  outcomes:
  - title: Increase overall retention rate by X%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives: []
  - title: Increase average session duration by X%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives: []
  - title: Decrease new user churn rate by X%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives: []
  - title: Increase repeat purchase rate by X%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives: []
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