12 customisable OKR examples for Client Retention

What are Client Retention OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

Crafting effective OKRs can be challenging, particularly for beginners. Emphasizing outcomes rather than projects should be the core of your planning.

We've tailored a list of OKRs examples for Client Retention to help you. You can look at any of the templates below to get some inspiration for your own goals.

If you want to learn more about the framework, you can read our OKR guide online.

Building your own Client Retention OKRs with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.

Feel free to explore our tools:

Use our free OKR generator
Use Tability, a complete platform to set and track OKRs and initiatives, including a GPT-4 powered goal generator

Our customisable Client Retention OKRs examples

You will find in the next section many different Client Retention Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

1. OKRs to increase client retention for enhanced repeat business

Increase client retention for enhanced repeat business
Execute 3 upselling campaigns leading to a $70,000 increase in sales revenue
Develop promotional materials for each campaign
Identify products for upselling with high profit margins
Train sales team on upselling techniques
Implement a customer loyalty program that results in at least 20 returning customers
Monitor and analyze customer participation and response
Promote the loyalty program through various channels
Develop a comprehensive, rewarding customer loyalty program
Achieve a 10% uplift in customer satisfaction scores through improved service delivery
Implement a robust real-time feedback system for service improvement
Train all customer service staff on empathy and active listening
Regularly monitor and address customer complaints promptly

Implement this OKR

2. OKRs to boost client engagement and improve retention rates

Boost client engagement and improve retention rates
Enhance engagement on client quarterly webinars by 30% through targeted content
Develop relatable, industry-specific content for webinar presentations
Personalize webinar invites to boost attendee interest
Optimize webinar time based on client availability and preference
Decrease client churn rate by 10% via improving customer service response time
Train customer service reps for quicker query resolution
Monitor and optimize current support response times
Implement real-time chat for immediate customer support interactions
Increase monthly product usage by 15% by implementing personalisation in user journey
Implement personalisation features into the user journey
Monitor and analyze user engagement data regularly
Run marketing campaigns promoting new personalized features

client-engagement retention-rates webinar-administrator customer-service-representative customer-support-team content-development-team

Implement this OKR

3. OKRs to increase client satisfaction for better retention rate

Increase client satisfaction for better retention rate
Improve product quality to bring customer complaints down by 5%
Incorporate customer feedback to rectify recurring issues
Initiate robust product testing protocols to identify flaws
Enhance quality control measures during production
Implement a feedback mechanism to address at least 80% customer concerns
Train personnel on handling customer feedback
Develop a customer feedback form addressing common issues
Implement feedback form into customer service procedures
Increase engagement efforts to achieve a 10% lift in customer interaction
Develop and promote new, engaging loyalty programs
Enhance the mobile app for customer-friendly usage and interaction
Implement a personalized email campaign targeting existing customers

client-satisfaction retention-rate quality-control-manager customer-service-representative quality-control-team customer-service-team

Implement this OKR

4. OKRs to increase client satisfaction and loyalty

Increase client satisfaction and loyalty
Improve client retention rate by 15%
Implement a client feedback and resolution system
Increase the frequency of client contact
Develop a loyalty rewards program
Achieve an average customer satisfaction rating of 90% or above
Train employees in customer service excellence
Implement feedback-driven improvements promptly
Conduct consistent customer satisfaction surveys
Reduce client complaints by at least 30% compared to previous period
Implement more rigorous quality control checks on all services
Regularly gather and analyze customer feedback
Conduct comprehensive staff training on customer service

client-satisfaction client-retention quality-control-officer customer-service-executive customer-service-team quality-control-team

Implement this OKR

5. OKRs to enhance overall client satisfaction and relationship

Enhance overall client satisfaction and relationship
Conduct client satisfaction surveys and achieve a minimum of 80% positive feedback
Strategically implement feedback to improve services
Identify appropriate satisfaction survey tool
Distribute satisfaction survey to all existing clients
Reduce client complaints by 25%
Introduce a quality control feedback system
Initiate weekly reviews of client feedback
Implement a training program to improve customer service skills
Increase client retention rate by 15%
Develop a loyalty rewards program to encourage retention
Enhance product offerings based on customer feedback
Implement regular follow-ups and personalized communication with clients

client-satisfaction customer-retention customer-service-team quality-control-team client-relationship-management-team

Implement this OKR

6. OKRs to to enhance and maximize business stakeholder engagement

To enhance and maximize business stakeholder engagement
Increase interaction rate on professional social networks by 30%
Increase frequency of timely and relevant posts
Initiate networking events and online discussions
Develop and implement engaging content strategy regularly
Secure 15% increase in returning clients through improved communication strategies
Implement weekly newsletters highlighting service benefits and company updates
Offer personalized follow-ups to assess client satisfaction post-service
Launch engaging client loyalty program with exclusive benefits
Arrange and execute two productive stakeholder meetings monthly
Develop and distribute agenda prior to meetings
Identify key stakeholders to include in monthly meetings
Schedule two monthly meetings accommodating stakeholders' availability

stakeholder-engagement client-retention social-media-manager client-service-manager corporate-communications-team client-relations-team

Implement this OKR

7. OKRs to enhance client success and retention in North America

Enhance client success and retention in North America
Reduce client churn by 15% by improving customer service response time
Implement quicker communication channels
Train customer service representatives to respond more efficiently
Regularly review and improve resolution times
Increase client retention rate by 20% in Canada and USA
Enhance customer service training for employees
Implement robust customer loyalty programs in Canada and USA
Regularly collect and analyze customer feedback
Implement and track 2 client success initiatives resulting in higher customer satisfaction
Implement those two initiatives for client enhancement
Identify two key initiatives that will improve client success
Regularly monitor and record the initiatives' impact on customer satisfaction

client-churn customer-satisfaction customer-service-representatives client-success-managers customer-service-team client-success-team

Implement this OKR

8. OKRs to increase business growth and client retention

Increase business growth and client retention
Increase quarterly revenue by 20% through cross-selling and up-selling strategies
Monitor and optimize sales data weekly
Develop and implement targeted marketing campaigns
Train staff in effective cross-selling and up-selling techniques
Boost customer base by 15% through intensive marketing and customer referral program
Launch a lucrative customer referral program
Develop and implement an intensive marketing strategy
Regularly track and measure customer growth
Achieve a 90% customer retention rate by optimizing customer service and support
Set up a customer loyalty rewards program
Organize regular training for customer service staff
Implement a multi-channel customer support system

customer-retention business-growth sales-team-lead customer-service-manager sales-team customer-service-team

Implement this OKR

9. OKRs to strengthen sales representatives' client relationships

Strengthen sales representatives' client relationships
Raise average client satisfaction score by 20% in customer surveys
Provide enhanced training on customer service for all staff members
Implement more frequent, personalized follow-ups for client feedback
Develop programs and incentives to boost client satisfaction
Conduct weekly training sessions on relationship-building strategies for sales reps
Evaluate and adjust the training materials based on feedback
Schedule weekly training sessions for sales reps
Develop curriculum focused on relationship-building strategies
Increase client retention rate by 15% through enhanced client engagement activities
Improve personalized client communication efforts
Implement a regular client feedback and response strategy
Develop upgraded loyalty or reward programs

customer-satisfaction client-retention sales-representatives training-coordinators sales-team training-and-development-team

Implement this OKR

10. OKRs to increase the client base significantly

Increase the client base significantly
Acquire 20% more new clients through enhanced marketing strategies
Initiate referral incentives for existing clients
Develop targeted social media advertising campaigns
Implement SEO strategies to boost online visibility
Retain at least 95% of existing clients through improved customer service
Develop a personalized customer appreciation program
Implement a client feedback system to identify service improvements
Train staff on advanced customer service techniques
Upsell to 15% of existing clientele to increase their investment
Communicate proposals through one-on-one consultations
Identify top 15% customers and evaluate their investment habits
Develop individually tailored investment increase proposals

client-acquisition customer-retention seo-specialist customer-service-manager marketing-team customer-service-team

Implement this OKR

11. OKRs to boost sales performance significantly

Boost sales performance significantly
Improve product demonstration conversions by 10%
Train staff on persuasive presentation and selling techniques
Research audience needs for personalized product demonstrations
Incorporate a compelling call-to-action in all demos
Drive repeat business higher by improving client retention by 20%
Personalize client communications to enhance engagement
Implement a loyalty program to reward frequent customers
Improve customer service response times by 15%
Increase the number of customer contacts by 15%
Enhance social media engagement strategies
Implement a new customer outreach campaign
Offer incentives for customer referrals

conversion-rate-increase client-retention sales-team customer-service-team sales-department customer-support-department

Implement this OKR

12. OKRs to boost the rate of customer repetition

Boost the rate of customer repetition
Implement a customer loyalty program leading to 15% higher engagement
Design and launch an intriguing loyalty program
Regularly analyze and adjust program based on customer feedback
Identify potential rewards for a valued customer loyalty program
Decrease customer churn rate by 10% with improved customer service experiences
Implement a comprehensive customer feedback system
Provide continuous team training for higher service quality
Develop a proactive customer service strategy
Increase repeat customer rate by 20% through enhancing client satisfaction metrics

customer-retention service-quality customer-service-manager loyalty-program-specialist customer-support-team client-relations-team

Implement this OKR

Client Retention OKR best practices to boost success

Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Here are a couple of best practices extracted from our OKR implementation guide 👇

Tip #1: Limit the number of key results

The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.

We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

Tability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to weekly OKR check-ins

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

Being able to see trends for your key results will also keep yourself honest.

Tability's check-ins will save you hours and increase transparency

Tip #3: No more than 2 yellow statuses in a row

Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

How to turn your Client Retention OKRs in a strategy map

OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:

It brings the goals back to the top of the mind
It will highlight poorly set OKRs
It will surface execution risks
It improves transparency and accountability

Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

Tability's Strategy Map makes it easy to see all your org's OKRs

If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

More Client Retention OKR templates

We have more templates to help you draft your team goals and OKRs.

OKRs resources

Here are a list of resources to help you adopt the Objectives and Key Results framework.

To learn: What is the meaning of OKRs
Blog posts: ODT Blog
Success metrics: KPIs examples

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