OKR Examples for Customer Success Teams
Help your customer success team achieve best business outcomes by setting the right OKRs
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Build a great customer-centric culture
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Help customer success team connect their goals with business goals
Example: 1
Objective : Build Exceptional Customer Experience for our tier-1 customers
Deliver tailored, high-quality service and support to our tier-1 customers, ensuring their unique needs are met and they receive an exceptional customer experience.
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Increase tier 1 NPS from 25 to 35
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Conduct QBR with 100% of the tier-1 customers
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Achieve 100% renewal rate from tier-1 customers
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Achieve a 95% satisfaction rate among tier-1 customers
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Assign dedicated customer success managers to 100% of tier-1 accounts
Example: 2
Objective : Smash renewals goals
Exceed renewal targets by providing exceptional support and fostering strong relationships with customers, ensuring they recognize the ongoing value of our product.
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Achieve more than 85% renewal rate
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At least 40% of renewals are multi-year contract
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Ensure 100% of customer success managers execute renewal plan
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Achieve a 110% renewal rate for all customers
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Identify and address the top 3 reasons for non-renewals
Example: 3
Objective : Build a world-class customer success team
Recruit, train, and retain top talent in the customer success field, creating a team that consistently delivers exceptional customer experiences and drives business growth.
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Hire 5 new Customer Success Managers
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Train 100% of customer success team on Customer Success playbook
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Reduce the attrition in customer success from 30% to 15%
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Achieve a 95% retention rate among customer success team members
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Measure and maintain an internal team satisfaction score of 4.5/5
Example: 4
Objective : Build strong relationships with key executives in the client organization
Forge and maintain lasting relationships with key executives in client organizations, positioning our company as a trusted partner and ensuring long-term success for both parties.
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At-least 90% of QBR held in presence of key executives
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Increase key executives NPS from 30 to 55
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At-least 90% of the customer success team met all key executives once in the current quarter
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Identify and engage with key executives in 100% of top-tier accounts
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Arrange quarterly executive meetings or calls with 90% of identified key executives
Example: 5
Objective : Improve customer satisfaction ratings
Achieve higher customer satisfaction scores by delivering exceptional service and support.
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Increase average customer satisfaction rating to 4.5/5
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Reduce average resolution time for support tickets by 30%
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Implement a quarterly customer feedback survey with at least 75% participation
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Train customer success team on new product features and updates each quarter
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Achieve a 95% first response time within 24 hours
Example: 6
Objective : Boost customer retention rates
Maintain a loyal customer base by providing proactive support and exceptional customer experiences.
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Increase annual customer retention rate to 95%
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Identify and address the top 3 reasons for customer churn
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Implement a customer loyalty program with a 70% adoption rate
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Conduct quarterly business reviews with 90% of key accounts
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Provide personalized outreach to at-risk customers, reducing churn by 20%
Example: 7
Objective : Enhance customer onboarding experience
Ensure a smooth and efficient onboarding process for new customers to maximize satisfaction and long-term success.
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Reduce average onboarding time by 50%
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Develop and implement an onboarding checklist for all new customers
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Achieve a 90% completion rate for onboarding tasks within the first 30 days
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Collect feedback from new customers and implement improvements quarterly
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Maintain a 90% satisfaction rate for the onboarding process
Example: 8
Objective : Increase product adoption
Encourage customers to adopt and utilize all available product features, leading to improved satisfaction and retention.
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Achieve a 25% increase in feature adoption rate
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Develop and implement a customer education program on product features
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Host monthly webinars showcasing new product features, with 80% customer attendance
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Identify and address the top 3 barriers to feature adoption
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Create personalized adoption plans for key accounts
Example: 9
Objective : Improve customer support quality
Continuously improve the quality of customer support by investing in team development and refining processes.
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Increase the average support quality score to 4.6/5
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Implement a bi-annual support team training program
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Reduce escalations by 30% through improved first-contact resolution
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Establish a knowledge base for customers to access support resources easily
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Implement a customer support chatbot to handle 50% of common inquiries
Example: 10
Objective : Enhance cross-functional collaboration
Foster a collaborative environment between customer success and other departments to improve customer outcomes.
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Hold monthly cross-functional meetings with 100% attendance
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Develop a shared project management system for tracking customer-related initiatives
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Achieve a 25% increase in cross-functional projects completed
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Implement a customer feedback loop to share insights across departments
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Improve internal customer satisfaction score by 20%
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