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Customer success & support OKR example

Get better user retention

A starting point for clearer priorities and measurable progress. Make the targets your own.

Suggested timeframe: Set with your team1 objective · 3 key results
YOUR STARTING POINTCustomer success & support OKRs
OBJECTIVE

Increase customer retention

  1. KR 1

    Increase customer satisfaction score by 20%

  2. KR 2

    Increase customer retention rate by 30%

  3. KR 3

    Increase weekly active users from 100 to 150/week

Ideas to get you moving
  • Develop a customer satisfaction survey
  • Implement customer service training for employees
  • Analyze customer feedback to identify areas of improvement
  • Implement a loyalty program
  • Track customer feedback and identify areas for improvement
  • Offer discounts and incentives to retain customers
  • Monitor customer churn rate and take corrective action
  • Implement changes to increase user retention.
  • Develop strategies to encourage more user engagement.
  • Analyze user behavior to identify areas of improvement.
  • Monitor user activity and adjust strategies accordingly.
Example targets. Adapt to your baseline before you start.

About this template

In this template, you'll find a set of objectives and key results that are specifically designed to help your team focus on keeping your current customers happy and engaged.

Customer retention is crucial for the long-term success of any business, as it costs much less to retain a customer than to acquire a new one.

By setting clear and measurable goals, you can track your progress, hold yourself accountable, and ensure that your efforts are having the desired impact.

Make it work for your team

01

Set your baseline. Check where you are today, then choose targets that stretch your team.

02

Agree on ownership. Give each key result a clear owner and a source of data.

03

Check in every week. Review the numbers, share confidence, and decide what needs attention.

Get this template as YAML

A machine-readable version of this example for a script or AI assistant.

---
title: Get better user retention
objectives:
- title: Increase customer retention
  outcomes:
  - title: Increase customer satisfaction score by 20%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives:
    - title: Develop a customer satisfaction survey
    - title: Implement customer service training for employees
    - title: Analyze customer feedback to identify areas of improvement
  - title: Increase customer retention rate by 30%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives:
    - title: Implement a loyalty program
    - title: Track customer feedback and identify areas for improvement
    - title: Offer discounts and incentives to retain customers
    - title: Monitor customer churn rate and take corrective action
  - title: Increase weekly active users from 100 to 150/week
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives:
    - title: Implement changes to increase user retention.
    - title: Develop strategies to encourage more user engagement.
    - title: Analyze user behavior to identify areas of improvement.
    - title: Monitor user activity and adjust strategies accordingly.
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