Customer Success Team

Our OKR templates will enable your organization to accomplish all the fundamental missions.
Track, measure, and evaluate your teams’ achievements in an organized and well-structured manner.

Customer success teams are considered the frontline of a business. They are the initial face clients come in contact with when getting to know the product or service you offer. This additionally helps them in deciding whether to continue paying for the services or not.

Often, customer success representatives are also responsible for onboarding new clients if there isn’t an implementation team. Furthermore, they develop an internal knowledge base and communicate the customer feedback to the necessary teams.

OKR methodology becomes useful for customer success as it helps in figuring out the most effective way to organize information flow within an entity. CS OKRs assist in setting objectives and their key results to explain the improvement opportunities.

Mentioned below are some customer success OKR examples to give you an overview of how to set goals for your teams.

Customer Success OKR Template
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Objective:

Improve the customer satisfaction level by tenfold.

Key Results:
  • Ensure that 100% of the customers are giving feedback.
  • Increase the positive feedback by 45%
  • Decrease the negative feedbacks by 30%
Objective:

Delight the customers and increase the product’s adoption

Key Results:
  • Decrease the churn rate from 20% to 8%.
  • Improve the NPS score to 70+
  • Enhance the onboarding process with tech and process solutions
Objective:

Be proactive with CS and elevate the retention rate

Key Results:
  • Ensure a 20% retention rate more than last quarter.
  • Achieve a net retention rate of > 110%.
  • Increase the health score to above 60 with CS practices.
Objective:

Deliver outstanding customer support to the clientele

Key Results:
  • Increase the customer satisfaction score from 6.5 to 9
  • Conduct ____ interviews with the recently churned customers monthly.
  • Maintain a people-first attitude, collect feedback and implement changes accordingly.
Objective:

Boost the efficiency of the entire CS team

Key Results:
  • Conduct online training and ensure 100% participation of the team
  • Develop a monthly report of customer complaints and their resolutions provided.
  • Prepare a report on the time taken to resolve specific issues and identify which issues took the most time and why.
  • Conduct weekly team reviews
Objective:

Reduce the turn-around time for solving a complaint

Key Results:
  • Resolve approx. 30 customer queries/complaints in a day.
  • Maintain records of the complaints filed, and resolutions given and boost the whole process by 20%.
  • Conduct calls/interviews with top 6 customers to assess the customer base satisfaction with company’s CS