10 great okr example customer success

Category: OKR Examples.

Ensuring customers reach their desired outcomes while using the product or service is vital. Hence, the customer success team is intrinsically responsible for managing and supporting the customers in any cross-functional organization. The team’s ultimate goal should be to offer an exceptional customer experience that welcomes new customers while successfully retaining existing ones. While coping with the challenges in recent times, you must predefine the user behavior and empathize with their present and futuristic demands and goals.

As a customer success team, you need to emphasize the renewal and retention of customers with more focus on digital-led practices. Also, prioritizing customer engagement with a broader approach towards customer-centric responsibilities and communication.

If you plan to elevate your customer success strategy to the next level, then the OKRs are for you. Adopting OKRs (Objectives and Key Results) can help your customer success strategy by setting specific, measurable goals. This clear focus helps in tracking progress and identifying areas for improvement. This customer-centric approach not only improves communication but also drives a culture of continuous improvement, leading to higher customer satisfaction and loyalty.

Profit.co’s OKR software is designed to dynamically focus on everything from product adoption and implementation to growth and team performance. It aids in strategically aligning goals across the company, ensuring that every level of your organization works cohesively towards common objectives.

Let’s see how you can implement OKRs in your customer success journey to yield measurable outcomes with an agile solution.

Example 1

Enhancing the customer onboarding experience lays the foundation for growth. It improves customer retention rates and establishes trust and loyalty, key elements in fostering long-term relationships and a strong brand reputation. Organizations must recognize the pivotal role of onboarding in customer lifecycle management for sustainable business success.

Objective: Enhance customer onboarding experience

KR 1: Increase average CSAT score from 7 to 8.5 on post-onboarding surveys

KR 2: Reduce customer onboarding time from 10 days to 2 days

KR 3: Increase the accuracy rate of completing key onboarding milestones (account setup, first product use) from 80% to 99%

KR 4: Increase % of users logging into application more than once in the first 10 days from 40% to 80%

KR 5: Reduce resolution time to onboarding tickets from 120 minutes to 30 minutes

David Griffin

Enhance customer onboarding experience

58%

Target Date:Annual-2023

Visibility:All Employees

key icon1Key Results

Increase average CSAT score from 7 to 8.5 on post-onboarding surveys

Q4-2023img-roger-smith-assignee1increase-iconCSAT

7.08.57.7

47%

Reduce customer onboarding time from 10 days to 2 days

Q4-2023img-roger-smith-assignee1decreaseCustomer Onboarding Time

10 Day(s)2 Day(s)5 Day(s)

63%

Increase the accuracy rate of completing key onboarding milestones (account setup, first product use) from 80% to 99%

Q4-2023img-roger-smith-assignee1increase-iconAccuracy Rate

80%99%88%

43%

Increase % of users logging into application more than once in the first 10 days from 40% to 80%

Q4-2023img-roger-smith-assignee1increase-icon% of Users Logging

40%80%68%

70%

Reduce resolution time to onboarding tickets from 120 minutes to 30 minutes

Q4-2023img-roger-smith-assignee1decreaseResolution time to onboarding

120 Min(s)30 Min(s)63%

63%


Example 2

Achieving global customer satisfaction goes beyond merely resolving issues; it involves understanding diverse customer needs and expectations across different markets. By leveraging insights from customer feedback and integrating them into service improvements, we can create a universally positive experience that resonates with a global audience. This approach elevates the CSAT score, strengthens brand loyalty, and fosters a reputation for excellence in customer service worldwide. Try these Key results to get the best results.

Objective: Grow global customer satisfaction

KR 1: Increase CSAT score from 3.5 to 4.5

KR 2: Reduce Time to Wow (value realization) from 35 days to 20 days

KR 3: Increase average % of problem statements solved for the customers from 78% to 95%

objective icon1Objective

David Griffin

Grow enterprise customer satisfaction

62%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase CSAT score from 3.5 to 4.5

Q4-2023img-roger-smith-assignee1increase-iconCSAT
3.54.54.1

60%

Reduce Time to Wow (value realization) from 35 days to 20 days

Q4-2023img-roger-smith-assignee1decreaseTime to Wow
35 Day(s)20 Day(s)25 Day(s)

67%

Increase average % of problem statements solved for the customers from 78% to 95%

Q4-2023img-roger-smith-assignee1increase-icon% of problem statements solved
78%95%88%

59%


Example 3

Outstanding service quality, marked by timely delivery and high standards, ensures immediate success and establishes long-term customer trust and loyalty. By consistently meeting and exceeding expectations, businesses can establish a reputation for reliability, turning satisfied customers into vocal advocates who amplify the brand’s value through positive word-of-mouth. This cycle of quality service and customer satisfaction becomes a key driver for sustainable growth and market leadership.

Objective: Deliver outstanding service quality for optimal customer success

KR 1: Increase the customer retention rate from the current 80% to 90%

KR 2: Achieve 0 customer escalations every quarter

KR 3: Increase the rate of first-contact resolution from 70% to 85%

objective icon1Objective

David Griffin

Deliver outstanding service quality for optimal customer success

43%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase the customer retention rate from the current 80% to 90%

Q4-2023img-roger-smith-assignee1decreaseCustomer Retention Rate
80%90%84%

60%

Achieve 0 customer escalations every quarter

Q4-2023img-roger-smith-assignee1decreaseCustomer Escalations
00

8%

Increase the rate of first-contact resolution from 70% to 85%

Q4-2023img-roger-smith-assignee1control-iconRate of First-Contact
70%85%76%

60%

Example 4

Automating customer success processes will help to reach out to customers on time, which in turn will increase the customer retention rate. So focus on key results that would make the onboarding process smooth and agile. This enhances the overall customer experience, fostering deeper engagement and ensuring a smoother, more responsive journey from onboarding to delivery. This strategic automation ultimately leads to stronger customer relationships and a significant boost in customer lifetime value.

Objective: Accelerate value realization through automation

KR1: Increase product adoption rate from 65% to 90%

KR2: Increase # of use cases/offerings solved by the product from 55 to 70

KR3: Increase L1 queries resolved through automated chatbot from 30% to 75%

objective icon1Objective

David Griffin

Accelerate value realization through automation

41%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase product adoption rate from 65% to 90%

Q4-2023img-roger-smith-assignee1increase-iconProduct Adoption Rate
65%90%79%

56%

Increase # of use cases/offerings solved by the product from 55 to 70

Q4-2023img-roger-smith-assignee1increase-icon# of Use Cases/Offerings
557066

73%

Increase L1 queries resolved through automated chatbot from 30% to 75%

Q4-2023img-roger-smith-assignee1increase-iconL1 Queries Resolved
30%75%51%

47%

Example 5

Opening up revenue streams requires a strategic focus on maximizing revenue per customer, monthly recurring revenue (MRR), and expansion revenue. By concentrating on these key areas, businesses can unlock new opportunities for financial growth and stability. This approach enhances the company’s profitability and ensures a sustainable and scalable business model, adapting to market changes and customer needs efficiently.

Objective: Open up scintillating revenue streams

KR 1: Increase MRR from $2,000,000 to $4,000,000

KR 2: Increase Average Revenue Per User (ARPU) from $40 to $55

KR 3: Generate at least $500,000 revenue from Cross Sell / Up Sell

KR 4: Increase % of customers using more than 1 module from 42% to 75%

objective icon1Objective

David Griffin

Open up scintillating revenue streams

46%

Target Date:Annual-2023

Visibility:All Employees

key icon1Key Results

Increase MRR from $2,000,000 to $4,000,000

Q4-2023img-roger-smith-assignee1increase-iconMRR
$2M$4M$3.2M

60%

Increase Average Revenue Per User (ARPU) from $40 to $55

Q4-2023img-roger-smith-assignee1increase-iconAverage Revenue Per Customer
$40$55$50

67%

Generate at least $500,000 revenue from Cross Sell / Up Sell

Q4-2023img-roger-smith-assignee1control-iconRevenue from Cross Sell / Up Sell
$500k$465.25k

0%

Increase % of customers using more than 1 module from 42% to 75%

Q4-2023img-roger-smith-assignee1increase-icon% of Customers
42%75%61%

58%

Example 6

It is important to have skilled and competent team members to manage a cross-functional environment. It requires a deliberate focus on cultivating diverse talents and fostering a culture of continuous learning and collaboration. Investing in targeted training programs and professional development opportunities can significantly enhance the team’s effectiveness. Try building key results that would improve the efficacy of your team with the right talents.

Objective: Build a high-performing CS team

KR 1: Increase renewal rate from 80% to 95%

KR 2: Increase # of case studies generated per quarter from 1 to 4

KR 3: Increase % of employees getting certified on CSM advanced course from 60% to 90%

objective icon1Objective

David Griffin

Build a high-performing CS team

76%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase renewal rate from 80% to 95%

Q4-2023img-roger-smith-assignee1increase-iconRenewal Rate
80%95%92%

80%

Increase # of case studies generated per quarter from 1 to 4

Q4-2023img-roger-smith-assignee1increase-icon# of Case Studies
143

67%

Increase % of employees getting certified on CSM advanced course from 60% to 90%

Q4-2023img-roger-smith-assignee1increase-iconEmployees Certification
60%90%84%

80%

Example 7

Nurturing an active LinkedIn community is not just about numbers; it’s about creating meaningful engagements and fostering a network of professionals. Businesses can establish themselves as thought leaders and go-to experts by regularly sharing insightful content, initiating discussions, and actively participating in conversations. This approach deepens customer relationships and opens doors to new collaborations, partnerships, and avenues for growth, leveraging the power of professional networking to its fullest potential.

Objective: Maintain an effective LinkedIn community

KR 1: Grow LinkedIn followers from 30000 to 50000

KR 2: Increase average impressions per post from 50k to 75k

KR 3: Increase # of reposts by customers from 8 to 15

objective icon1Objective

David Griffin

Maintain an effective LinkedIn community

59%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Grow LinkedIn followers from 30000 to 50000

Q4-2023img-roger-smith-assignee1increase-iconLinkedin followers
30K50K40.47K

52%

Increase average impressions per post from 50k to 75k

Q4-2023img-roger-smith-assignee1increase-iconAverage Impressions Per Post
50K70K63.35K

67%

Increase # of reposts by customers from 8 to 15

Q4-2023img-roger-smith-assignee1increase-icon# of Reposts
81512

57%

Example 8

Boosting overall product engagement hinges on delivering a personalized user experience that resonates with your customer’s needs and preferences. Implementing feedback loops to continuously refine the product based on customer insights ensures that the offering stays relevant and valuable. Additionally, providing educational resources and proactive support can empower users, increase adoption satisfaction, and transform passive users into active brand champions.

Objective: Boost overall product engagement

KR 1: Increase average Monthly Active Users (MAUs) from 68% to 85%

KR 2: Elevate average session duration from 280s to 600s

KR 3: Achieve an uplift from 3.4 to 4.0 in average knowledge score on product feature quizzes

objective icon1Objective

David Griffin

Boost overall product engagement

63%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase average Monthly Active Users (MAUs) from 68% to 85%

Q4-2023img-roger-smith-assignee1increase-iconAverage Monthly Active Users
68%85%80%

71%

Elevate average session duration from 280s to 600s

Q4-2023img-roger-smith-assignee1increase-iconAverage Session Duration
280 Sec(s)600 Sec(s)498 Sec(s)

68%

Achieve an uplift from 3.4 to 4.0 in average knowledge score on product feature quizzes

Q4-2023img-roger-smith-assignee1increase-iconAverage Knowledge Score
3.443.7

50%

Example 9

Cultivate stronger customer advocacy by enhancing overall customer engagement and satisfaction. Building such key results will help your team stay well-equipped to work on customer demands. Encouraging satisfied customers to share their positive experiences through testimonials, case studies, or social media amplifies the brand’s reach and credibility. It turns customers into valuable advocates who play a pivotal role in organic growth and reputation building.

Objective: Develop Customer Advocacy

KR 1: Increase Customer Life Time Value (CLTV) from $80k to $120k

KR 2: Boost positive customer reviews and testimonials from 40% to 70%

KR 3: Increase participation in customer referral program from 15% to 35%

objective icon1Objective

David Griffin

Develop Customer Advocacy

66%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase Customer Life Time Value (CLTV) from $80k to $120k

Q4-2023img-roger-smith-assignee1increase-iconCustomer Life Time
$80K$120K$103.31K

58%

Boost positive customer reviews and testimonials from 40% to 70%

Q4-2023img-roger-smith-assignee1increase-iconPositive Customer Reviews
40%70%61%

70%

Increase participation in customer referral program from 15% to 35%

Q4-2023img-roger-smith-assignee1increase-iconCustomer Referral Program
15%35%29%

70%

Example 10

Focusing on key results that help you deliver customer-led growth can help you cope with the challenges of maintaining a good customer referral rate and offering the best onboarding experience. Fueling sustainable growth through customer-led initiatives means prioritizing the customer’s voice in every aspect of your business strategy. This customer-centric approach leads to a cycle of loyalty, advocacy, and innovation, laying the foundation for long-term success and market resilience.

Objective: Fuel sustainable growth through customer led growth

KR1: Increase # of customer referrals generated from 1 to 5 per quarter

KR2: Generate at least 3 video case studies

KR3: Increase # of social media mentions about our product by the customers from 10 to 20

objective icon1Objective

David Griffin

Fuel sustainable growth through customer led growth

67%

Target Date: Annual-2023

Visibility: All Employees

key icon1Key Results

Increase # of customer referrals generated from 1 to 5 per quarter

Q4-2023img-roger-smith-assignee1increase-iconCustomer Referrals
154

75%

Generate at least 3 video case studies

Q4-2023img-roger-smith-assignee1control-iconVideo Case Studies
032

67%

Increase # of social media mentions about our product by the customers from 10 to 20

Q4-2023img-roger-smith-assignee1increase-icon# of Social Media Mentions
102016

60%

Conclusion

Iterating OKRs in your organization can help you focus on the purpose of establishing a dedicated team that drives results and revenue. And reaching such goals is possible only when your customers are satisfied. Start with OKRs immediately to develop an exceptional strategy execution process that strives for the best customer experience. With a great passion to drive customer service and the goal of heightened customer engagement, you are sure to reach paramount success. We wish you all the best on your journey!

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