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This is a 15 minute executive briefing on what is needed to successfully use Objectives & Key Results (OKR) to deliver your strategy, increase performance, & improve culture.
Before you look at these Customer Success OKR examples – ask yourself if OKR is the right fit for you and answer these questions.
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
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.
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?
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.
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.