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OKRs for Customer Success

Get inspired and set great OKRs from this ready to use OKR library for Customer Success department

The customer success team is the first point of interaction and has a strong impact on your business.  This team has a constant, maximum exposure, so, it is crucial to write the OKRs cautiously.

But on the contrary, customer success teams often misinterpret their KPI targets as Key Results. Key Results should be to the point and should have specific outcomes related to the Objective.

Below are OKRs for the customer success team –

OKR Examples for Customer Success Department

Ensure that all customers are understanding the value of our Q1 feature releases.

  • Send Announcement Newsletter to all the users
  • 70% of clients are aware and use the new features within 30 days.
  • 85% of users log minimum 2 times in 30 days.

Provide best support experience

  • Reduce avg. response time to new tickets to 4 hours
  • Ensure initial querries are resolved in less than 2 working days
  • Maintain customer satisfaction score more than 80%

Retain our customers, reduce churn where factors are in our control.

  • Run post-engagement debriefs for contracts above $55K of valuation
  • Attain NPS of 70
  • Get an average, annualized customer retention of 86%.

Retain our customers, reduce churn where factors are in our control.

  • Run post-engagement debriefs for contracts above $55K of valuation
  • Attain NPS of 7
  • Get an average, annualized customer retention of 86%.

After going through the OKR examples for the customer success team, we are sure you are now well-equipped to create the group and individual OKRs for your customer success department. 

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How to build your own OKRs using these examples

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