15 customisable OKR examples for Customer Success Team
What are Customer Success Team 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.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We have curated a selection of OKR examples specifically for Customer Success Team to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Customer Success Team 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 Customer Success Team OKRs examples
You will find in the next section many different Customer Success Team 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 enhance customer satisfaction for our SaaS product
Enhance customer satisfaction for our SaaS product
Increase customer retention rate by 10%
Improve customer service response times- Set up loyalty incentives program with potential rewards
- Regularly request feedback and implement suggestions
- Decrease customer support ticket response time by 25%
- Schedule overlapping shifts for continuous coverage
- Implement efficient customer support software
- Train support staff on quick issue resolution
- Improve customer satisfaction score by 15%
- Implement comprehensive customer service training for all staff
- Initiate customer surveys to understand their needs and expectations better
- Develop effective loyalty programs to encourage repeat business
2. OKRs to streamline onboard services for robust engagement environment
- Streamline onboard services for robust engagement environment
- Decrease user churn rate by 15% via optimizing onboarding process
- Integrate a user feedback system during onboarding process
- Regularly update onboarding materials based on metrics analysis
- Redesign onboarding tutorials to highlight software's key features
- Increase customer engagement rates by 20% through enhanced onboard services
- Conduct regular surveys to assess and improve onboard services
- Improve onboard service responsiveness to customer inquiries/requests
- Develop new, engaging onboard activities for customers
- Implement 3 new features that improve onboarding experience, verified by user feedback
- Identify pain points in the current onboarding process
- Develop and integrate 3 user-centric features
- Gather user feedback post-implementation
3. 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
4. OKRs to minimize customer touchpoints during onboarding
- Minimize customer touchpoints during onboarding
- Decrease customer contact rate by 25% throughout the onboarding process
- Automate common queries using chatbots
- Implement a self-service portal for customers
- Develop a comprehensive FAQ section
- Implement a self-service portal to handle at least 30% of inquiries
- Promote portal usage to customers via various channels
- Train staff to update and maintain the portal's content
- Identify software for creating a user-friendly self-service portal
- Increase first call resolution rate to 60% or higher
- Implement policies for effective call handling
- Regularly review and improve scripts
- Provide comprehensive training for customer service representatives
5. OKRs to increase user revenue and reduce churn rate
- Increase user revenue and reduce churn rate
- Reduce user churn rate by 10%
- Implement personalized engagement strategies to retain users
- Improve customer service and responsiveness to issues
- Analyze past user data to identify common patterns of churn
- Achieve 15% increase in average revenue per user
- Develop new premium features for upselling to existing users
- Intensify marketing campaigns targeting user engagement and purchases
- Implement dynamic pricing based on user behaviors and preferences
- Increase user engagement with premium features by 20%
- Implement a rewards program for premium-feature usage
- Develop specific in-app messages promoting premium features
- Provide free trials of premium features to users
6. OKRs to enhance expertise in customer success strategies and methodologies
- Enhance expertise in customer success strategies and methodologies
- Achieve a 10% increase in customer satisfaction scores through the implemented changes
- Implement enhanced customer service training for employees
- Review and optimize after-sale services
- Update customer feedback mechanisms for easier responses
- Implement 3 identified best practices in customer service in real projects
- Train servicing team and monitor the implementation process
- Review and understand each identified customer service best practice
- Select real-time projects for implementing these practices
- Successfully complete 4 relevant industry-recognized certifications
- Complete and pass all certification exams
- Identify and enroll in four industry-recognized certification programs
- Establish a study schedule for each certification program
7. OKRs to boost the effectiveness of SaaS onboarding process
- Boost the effectiveness of SaaS onboarding process
- Elevate customer's successful onboarding completion rate by 20%
- Introduce interactive tutorials and guides
- Implement a structured follow-up system for user assistance
- Simplify the onboarding process to decrease user confusion
- Improve feedback ratings on customer onboarding experience by 15%
- Implement needed improvements based on customer feedback
- Develop a comprehensive onboarding guide for new customers
- Initiate customer satisfaction surveys post-onboarding
- Reduce the average time for onboarding completion by 30%
- Implement efficient, digital onboarding tools
- Streamline the onboarding process by removing unnecessary steps
- Offer comprehensive training for new hires
8. OKRs to strengthen platform performance and maintain market leadership
- Strengthen platform performance and maintain market leadership
- Increase platform uptime to 99.99% to ensure operational readiness
- Conduct regular preventive maintenance to avoid outages
- Implement automated system monitoring for constant vigilance
- Improve server redundancy to reduce single-points-of-failure
- Reduce customer complaints by 20% by enhancing platform stability and functionalities
- Conduct regular maintenance checks to ensure platform stability
- Implement timely fixes for identified bugs and issues
- Update platform features to improve user experience
- Onboard 200 new high-value clients to expand market dominance
- Implement follow-up strategy to ensure satisfaction
- Identify and target potential high-value clients
- Develop personalized onboarding programs
9. OKRs to boost client engagement in our analytics services
- Boost client engagement in our analytics services
- Achieve a 15% rise in client satisfaction scores for our analytics services
- Develop and provide additional personalized analytics services
- Implement regular feedback collections from clients for service improvement
- Enhance client communication and response times
- Secure a 20% increase in signed-up clients using our analytics services
- Offer a limited-time discount or bundle option for new sign-ups
- Organize webinars or workshops showcasing our analytics capabilities
- Develop a compelling marketing strategy for our analytics services
- Deliver 3 new value-added analytics features to stimulate client usage
- Develop and test these features with a focus on value-add
- Identify potential new analytical features based on user feedback
- Implement and promote these features to existing clients
10. OKRs to enhance our SaaS reference base
- Enhance our SaaS reference base
- Onboard 20% more SaaS clients by end of next quarter
- Improve customer onboarding process and documentation
- Implement focused marketing campaign targeting SaaS potential clients
- Develop personalized outreach programs for prospective customers
- Increase successful case studies by 30% featuring our new SaaS clients
- Identify key SaaS clients with successful product experiences
- Obtain testimonials and document success stories
- Implement a promotional campaign featuring these case studies
- Achieve a 95% customer satisfaction level among new SaaS clients
- Establish regular check-ins for performance feedback
- Implement comprehensive onboarding for all new SaaS clients
- Resolve reported issues within 24 hours
11. OKRs to successfully manage strategic partnership
- Drive strategic partnership success
- Secure 3 new strategic partnerships by leveraging network and industry connections
- Initiate contact with potential partners to gauge interest in forming a strategic partnership
- Identify potential strategic partners based on existing network and industry connections
- Present the benefits and value of a strategic partnership and negotiate terms
- Finalize agreements and establish clear communication channels for ongoing collaboration
- Maintain a customer satisfaction score of 90+ for all strategic partnership accounts
- Provide ongoing training and support to ensure customers are maximizing value from the partnership
- Regularly conduct surveys to measure customer satisfaction for all strategic partnership accounts
- Identify areas of improvement based on survey feedback and implement necessary changes
- Keep open lines of communication with strategic partnership accounts to address any concerns or issues promptly
- Increase revenue from strategic partnerships by 15% through cross-selling and upselling
- Train sales team on cross-selling techniques to effectively promote additional products/services
- Implement a referral program to incentivize existing clients to refer new customers to strategic partners
- Identify complementary products/services and develop a cross-selling strategy to upsell existing clients
- Conduct market research to identify potential strategic partners for joint marketing and sales efforts
- Achieve a renewal rate of 95% for strategic partnership contracts
12. OKRs to boost IDV completion success for business clientele
- Boost IDV completion success for business clientele
- Achieve a 20% increase in successful IDV attempts by end of next quarter
- Improve user experience leading to a 25% increase in client satisfaction survey scores
- Enhance customer service response times and quality
- Initiate regular customer feedback loops for continuous improvement
- Revamp website layout for easy navigation and quick access
- Reduce by 15% the errors in the IDV process in the next quarter
- Implement targeted training to address identified issues
- Review and analyze errors in current IDV process
- Monitor and adjust the IDV process regularly
13. OKRs to grow revenue from existing accounts through upselling and cross-selling initiatives
- Increase revenue from existing accounts through upselling and cross-selling
- Achieve a 15% increase in revenue from cross-selling
- Conduct at least 3 effective cross-selling presentations per month
- Achieve a 10% increase in revenue from upselling
- Secure repeat business from 80% of existing clients
14. OKRs to foster user-centric culture through stakeholder engagement
- Drive a user-centric culture by engaging stakeholders
- Increase user feedback submission rate by 20% through improved communication channels
- Conduct user surveys and incorporate findings in product development
- Increase user satisfaction score by 10% through better UX design
- Host 3 cross-functional stakeholder workshops to prioritize user needs
15. OKRs to validate MVP's success with the target audience
- Validate MVP's success with the target audience
- Obtain a 70% positive feedback rate from potential customers about the MVP
- Engage with customers to encourage feedback submission
- Develop and implement a customer feedback system for MVP
- Regularly analyze feedback and make necessary improvements
- Conduct 50 customer interviews to assess their interest in our MVP
- Conduct the customer interviews
- Create a questionnaire to assess MVP interest
- Identify 50 existing customers for the interview
- Identify and address top three riskiest assumptions via weekly product testing sessions
- Determine top three riskiest assumptions
- Organize weekly product testing sessions
- Evaluate and mitigate identified risks
Customer Success Team 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 OKRsTip #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 transparencyTip #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 Customer Success Team OKRs in a strategy map
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 OKRsIf 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 Customer Success Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to improve Arbor's inclusivity
- OKRs to implement strategies to enhance sustainable revenue growth
- OKRs to increase sales and profitability for sellers in the next quarter
- OKRs to boost sales figures utilizing CAIS distribution team
- OKRs to drive an effective agile transformation for all team operations
- OKRs to improve mobile app reusability throughout the organization
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
Create more examples in our app
You can use Tability to create OKRs with AI – and keep yourself accountable 👀
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