Guide, Inspire AND Align Your Teams
Page Highlights
- Important introductory notes about Customer Success and Customer Service OKRs
- Customer service processes and KPIs that can help shape customer team OKRs
- Customer Service OKR examples to inspire you
Whether you call your department Customer Service or Customer Success, it’s all about the Customer and keeping them happy, delighted and delivering the value they’ve bought from you – whilst sharing the other products and services you have that could help them even more.
Customer Success Processes That Impact OKRs
Customer facing teams are a significant part of their time pulled by:
- Training and development of staff
- Inbound requests like calls support and tickets
- Online chat / live agent support
- Conversation triage processes to reduce hand-offs and increase customer satisfaction
- Online support collateral management
- Processes like post-service follow-ups
- Alert responses e.g. Red Flagged Accounts
- Account reviews like Quarterly Business Reviews (QBRs)
- Upgrade, up-sell, expansion sales conversations
Customer Service KPIs Matter In OKR Planning
Easy To Understand Customer Success OKR Examples
Before you look at these Customer Success OKR examples – ask yourself if OKR is the right fit for you and answer these questions.
- What are your top 3 Customer Success / Customer Service priorities right now?
- How would you then measure the success of these? Which metrics need to be improved? The answers will help you create Key Results.
- What would be a stretch target with tough OKR grading look like? This would be an OKR that would force you to really focus and think hard about how to achieve the objectives.
- Would your priorities support your company and other team OKRs?
OKRs For Customer Success
OBJECTIVE – Customers are happier and churning less – 2021
KEY RESULT 1 – Increase out NPS score to 8 this Quarter
KEY RESULT 2 – Reduce our Churn to Under 1% this Quarter
OBJECTIVE – We can predict churn and prevent it from happening – Q2
KEY RESULT 1 – 100% of churned clients were Red Flagged before they churned this Quarter
KEY RESULT 2 – 50% of cancelled accounts have been saved this Quarter
OBJECTIVE – Customers have tried with new product feature releases – Q2
KEY RESULT 1 – 80% of customers have tried new features within two weeks of release this Quarter
KEY RESULT 2 – 10 customers have provided feedback on new feature releases this Quarter
OBJECTIVE – Product expertise is accessible and used -Q2
KEY RESULT 1 – 20 new support videos have been published this Quarter
KEY RESULT 2 – 95% of customers find the answer they were looking for in the Knowledge Base
Initiative Planning Is Really Important Too
The examples above use metrics to provide measurable outcomes to describe the desired future state after a quarter or a year. The activities you will do to create the change you are looking for is where Initiatives come in.
Planning you Initiatives and moving them from Ideas to Active, Completed and Documented – where the success and learnings are captured can also be managed in ZOKRI.
Want to see a full OKR cascade, from Strategy to Departments and team OKRs?
Writing Your Own Customer Success OKRs
You’ve read the examples above of typical OKRs for Customer Success departments – are you ready to start writing your own Objectives and Key Results?
OKR For Customer Success
There are going to be some really important customer orientated metrics (KPIs) that underpin business growth.
Your Customer Service OKRs / Customer Success OKRs are where you can focus on the ones that need to most attention in any quarter. Once you have this clarity your can plan the initiatives that are going to create the improvements you’re seeking.
ZOKRI has worked alongside industry experts to create intuitive OKR software that provides Customer Service teams with the tools and features to make OKR embedding and adoption easy in your company.
With ZOKRI teams can measure, share and work on what matters, & improve performance quickly.
A ZOKRI account ensures everyone knows and feels that they really matter.
See what best-in-class OKRs really look like. Download our comprehensive guide featuring a detailed OKR example that’s changing how organizations think about strategy execution.
"This isn't your typical OKR template - it's a masterclass in strategic thinking"
2024 Priorities & Plays
- Ensure you have a source of advantage, ideally a superpower.
- Get ahead of comp. and win the battle of customer value and experience.
- Ensure the people interacting with customers are part of your strategic discussions.
- Incorporating technological change - AI, Machine Learning, Automations. to compete on productivity, employee and customer experience.
- Develop and maintain a super healthy core business, this is the engine room of growth.
- Modernize approaches to strategy execution with better management systems.
- Lead on talent management, development, and hiring, and leverage employees uniquely human advantage in areas like creativity, empathy and relationship building.
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Execution Capability Test
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- Answer 5 questions and discover how good your execution capability is, and where it might be improved.
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