1Objective
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%
OKR template
Customer Success Team OKRs
6 objectives with 19 key results to adapt for your team. Copy one objective or all of them, then set your own targets in the blanks.
2Objective
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
3Objective
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.
4Objective
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.
5Objective
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
6Objective
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
Objective 1: Improve the customer satisfaction level by tenfold.
- Ensure that 100% of the customers are giving feedback.
- Increase the positive feedback by 45%
- Decrease the negative feedbacks by 30%
Objective 2: Delight the customers and increase the product’s adoption
- Decrease the churn rate from 20% to 8%.
- Improve the NPS score to 70+
- Enhance the onboarding process with tech and process solutions
Objective 3: Be proactive with CS and elevate the retention rate
- 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 4: Deliver outstanding customer support to the clientele
- 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 5: Boost the efficiency of the entire CS team
- 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 6: Reduce the turn-around time for solving a complaint
- 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
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.
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