Why choose OKRs for your customer success team
OKRs (Objectives and Key Results) are a collaborative management methodology that helps customer success teams set and achieve goals. They’re helpful to all business units and individuals because they drive alignment, enhance focus, and inherently promote transparency.
Learn more about what OKRs are and how to use them
While new customers may be an indicator of an organization's growth, retaining and supporting customers is what builds a thriving business. Customer success professionals ensure that the people using your product or service are equipped to reach their desired outcomes.
As the wants and needs of the customer frequently change, so do the demands of the customer success team. The core responsibility of the customer success team —adapting to the customer — is also its biggest challenge.
OKRs bring a proactive, goal-centered focus to the customer success team, helping drive outcomes ahead of the ever-shifting demands of the customer.
How OKRs solve customer success challenges
Customer success traditionally relies on lagging indicators to measure the health of the organization and the impact of its efforts: retention, churn, NPS, expansion, growth, and more. While these indicators are critical long-term KPIs, they don’t solve the customer success team’s challenges with building proactivity.
OKRs correct this mentality by helping customer success teams prioritize initiatives based on leading indicators. By helping customer success teams prioritize initiatives, specific stages of the customer journey can be optimized.
For example, if churn rate is a red flag indicator, OKRs can help customer success build objectives around improving the growth and retention cycles. Tracking key result progress in parallel with critical KPIs is how customer success teams build proactive strategy.
Setting OKRs for customer success
Customer success leaders should advance OKR implementation by looking at the leading indicators in the different stages of customer success (note: these stages serve as an example and are not exclusive or exhaustive):
- Product/service adoption
Choosing an area of focus is challenging, but leadership can use insights from the different stages’ leading indicators to determine where performance is stagnating and the most important areas for improvement. Based on leadership’s direction, team members should be trusted to execute initiatives that drive the OKR:
- Education (implementation)
- Live support (adoption)
- Inbound requests (growth)
- Follow-ups (retention/renewal)
A well-executed OKR strategy helps customer success teams anticipate the wants and needs of customers instead of reacting to constantly shifting demand.
Customer success OKR focus areas
Customer success OKRs can apply to any stage of the customer success journey like:
- Product/service adoption
- Customer experience
- Customer support
- Team performance
Check out all our customer success OKR examples below:
Customer success OKR examples
Product/service adoption OKR examples
Objective: Increase product adoption
Key result 1: 100% of assigned accounts have at least 3 live touches
Key result 2: Write re-engagement messages for 12 customer lifecycle points
Key result 3: Improve NPS score to 65+
Customer experience OKR examples
Objective: Increase engagement with new customers
Key result 1: Triple communication open rate in-product from 6% to 18%
Key result 2: Triple follow-up meetings booked per week to 24
Key result 3: Achieve service quality rating of 9.5 or higher
Key result 4: Reduce response time by 300%
Objective: Enhance enterprise customer satisfaction
Key result 1: Decrease negative complaints and feedback from 12 to 3
Key result 2: Quadruple positive feedback items from 4 to 16
Key result 3: Increase satisfaction rate from 4.2 to 4.8
Objective: Improve end-of-cycle satisfaction strategy
Key result 1: Collect 1,200 annual satisfaction survey responses
Key result 2: Schedule 75 phone interviews with best customers
Key result 3: Schedule 20 phone interviews with churned customers
Key result 4: Present a Q4 improvement plan
Customer support OKR examples
Objective: Deliver a world-class customer support experience
Key result 1: Achieve a CSAT of 90%+ for all tier-1 tickets
Key result 2: Decrease first response from 1hr to <45mins
Key result 3: Resolve 95% of tier-2 support tickets in under 24 hours
Key result 4: 100% of support reps maintain a personal CSAT of 95% or more
Objective: Be proactive with customer success
Key result 1: Implement a customer success platform to increase average health score to above 45
Key result 2: 100% of red accounts have reviews scheduled
Key result 3: Net retention rate >112%
Team performance OKR examples
Objective: Ensure customer support is a high-performance team
Key result 1: Maintain a weekly support group ESI/Pulse score of 8 or greater
Key result 2: Promote 2 customer support reps to managers to customer success managers
Key result 3: Recruit and hire 3 amazing new customer support reps
How Gtmhub simplifies OKRs for customer success teams
At Gtmhub, we’re committed to helping you bridge the gap between strategy and execution. Inspired by the Objectives and Key Results (OKR) methodology, our platform is designed to help you align your teams, improve focus and foster transparency.
Quick-start your OKR journey with ready-to-go OKR templates from our Marketplace or connect with 160+ Integrations to update your OKRs and KPIs automatically to easily make data-driven decisions with our customizable Insights and Dashboards.