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What are Customer Relationship Management OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We have curated a selection of OKR examples specifically for Customer Relationship Management to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
The best tools for writing perfect Customer Relationship Management OKRs
Here are 2 tools that can help you draft your OKRs in no time.
Tability AI: to generate OKRs based on a prompt
Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.
- 1. Create a Tability account
- 2. Click on the Generate goals using AI
- 3. Describe your goals in a prompt
- 4. Get your fully editable OKR template
- 5. Publish to start tracking progress and get automated OKR dashboards
Watch the video below to see it in action 👇
Tability Feedback: to improve existing OKRs
You can use Tability's AI feedback to improve your OKRs if you already have existing goals.
- 1. Create your Tability account
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on Generate analysis
- 4. Review the suggestions and decide to accept or dismiss them
- 5. Publish to start tracking progress and get automated OKR dashboards
Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
Customer Relationship Management OKRs examples
You will find in the next section many different Customer Relationship Management Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).
Hope you'll find this helpful!
OKRs to build a comprehensive new customer CRM database
ObjectiveBuild a comprehensive new customer CRM database
KRIdentify and categorize 1000 potential leads for inclusion in the CRM system
Categorize leads based on industry and potential value- Compile a list of potential leads from business directories
- Input leads information into the CRM system
- KREnsure the database is fully functional and free of errors upon final review
- Conduct regular system checks for database errors
- Validate data integrity and database security protocols
- Perform final database functionality testing
- KRInput detailed contact and profile information for 90% of identified leads
- Input collected data for 90% of these leads
- Gather detailed contact details for identified leads
- Collect comprehensive profile information for leads
OKRs to enhance the quality of client communication
- ObjectiveEnhance the quality of client communication
- KRRespond to all client queries within a 24-hour period
- Check emails and voicemails frequently throughout the day
- Set reminders to respond to all unanswered queries
- Prioritize responding to client inquiries immediately
- KRIncrease client satisfaction rate to over 90% through regular surveys
- Monitor survey results and make necessary adjustments
- Create and implement regular client satisfaction surveys
- Develop a feedback implementation strategy
- KRValidate client problems are resolved 95% of the time by feedback after issue resolution
- Implement a system to track resolution success rate
- Create a post-resolution follow-up procedure
- Instruct team to collect feedback from clients
OKRs to enhance overall client satisfaction and relationship
- ObjectiveEnhance overall client satisfaction and relationship
- KRConduct client satisfaction surveys and achieve a minimum of 80% positive feedback
- Strategically implement feedback to improve services
- Identify appropriate satisfaction survey tool
- Distribute satisfaction survey to all existing clients
- KRReduce client complaints by 25%
- Introduce a quality control feedback system
- Initiate weekly reviews of client feedback
- Implement a training program to improve customer service skills
- KRIncrease client retention rate by 15%
- Develop a loyalty rewards program to encourage retention
- Enhance product offerings based on customer feedback
- Implement regular follow-ups and personalized communication with clients
OKRs to deliver personalized customer experience and satisfaction
- ObjectiveDeliver personalized customer experience and satisfaction
- KRDecrease customer complaint rates by 15% through streamlined product/service delivery
- Develop and optimize efficient delivery mechanisms
- Implement comprehensive staff training for improved customer service
- Regularly gather customer feedback to identify improvement areas
- KRIncrease customer satisfaction score by 20% through improved customer relationship management
- Implement regular, personalized follow-ups with customers
- Provide staff with comprehensive CRM training
- Develop a responsive and efficient complaint resolution process
- KRImplement 2 new unique features based on customer feedback to enhance user engagement
- Analyze customer feedback to identify potential new features
- Roll out new features and monitor user engagement
- Develop and test 2 new features based on findings
OKRs to enhance client satisfaction and increase revenue from corporate catering services
- ObjectiveEnhance client satisfaction and increase revenue from corporate catering services
- KRIncrease repeat business by 25% by improving client relationship management
- Conduct regular customer satisfaction surveys
- Implement a personalized customer loyalty program
- Schedule consistent communication with repeat clients
- KRAchieve 20% revenue growth through upselling and introducing premium services
- Identify opportunities for upselling within existing customer base
- Develop attractive premium services based on market demands
- Implement strategic upselling and premium service promotion campaigns
- KRSecure a minimum of 10 new corporate contracts by improving marketing strategies
- Launch a revamped corporate-focused marketing strategy on digital platforms
- Develop sales pitches specifically tailored to potential corporate clients
- Initiate a targeted email marketing campaign for corporations
OKRs to boost CRM channel revenue-streams
- ObjectiveBoost CRM channel revenue-streams
- KRImprove existing CRM data quality by 10%
- Conduct an audit of current CRM data for inaccuracies
- Implement data quality management tools to track inaccuracies
- Provide training on data entry and updating practices to staff
- KRAchieve 15% increase in CRM channel sales conversions
- Implement personalized email marketing strategies for customer engagement
- Launch target-based promotions and incentives to boost conversions
- Improve CRM channel's user interface for better customer experience
- KREnhance CRM customer engagement rate by 20%
- Increase training sessions for staff to improve CRM utilization and customer engagement
- Develop personalized user experiences based on customer profiles in CRM
- Implement a targeted email marketing campaign for existing CRM customers
OKRs to secure the best CRM for our company's needs
- ObjectiveSecure the best CRM for our company's needs
- KRImplement the chosen CRM across all departments smoothly and efficiently
- Ensure smooth data migration into the new CRM
- Conduct training sessions about the CRM for all departments
- Identify a dedicated team to handle CRM implementation
- KRConduct user-testing on the top 3 selected CRM systems
- Analyze and record the feedback from each test session
- Create a standardized test script for each CRM
- Select a diverse group of users for system testing
- KREvaluate 10 potential CRM systems by their suitability and functionality
- Analyze each CRM system for functionality
- Research and list 10 potential CRM systems
- Assess each system's suitability for business needs
OKRs to boost incremental revenue generation from CRM channels
- ObjectiveBoost incremental revenue generation from CRM channels
- KRAchieve a 15% increase in sales through CRM marketing campaigns
- Analyze current CRM data to identify customer behavior
- Regularly assess campaign results and make necessary adjustments
- Implement targeted, personalized CRM marketing strategies
- KRImprove CRM customer engagement by 25%
- Implement personalized communication methods for better customer interaction
- Enhance CRM software features for increased user-friendliness
- Train staff on customer-centric service techniques
- KRIncrease the upsell rate via CRM by 10%
- Track and adjust upselling strategy based on data
- Implement upselling features into the CRM system
- Train staff on influencing upselling techniques
OKRs to improve and streamline stakeholder relationship management
- ObjectiveImprove and streamline stakeholder relationship management
- KRReduce response times to stakeholder queries by 30%
- Assign more staff to handle stakeholder queries
- Implement an efficient stakeholder communication system
- Provide additional training to customer service teams
- KRIncrease stakeholder satisfaction scores by 20%
- Implement a stakeholder recognition and rewards program
- Initiate regular communication with stakeholders for updates
- Improve product or service based on stakeholder feedback
- KRImplement a monthly stakeholder communication plan, reaching 100% coverage
- Establish a routine schedule for consistent stakeholder communication
- Identify all potential stakeholders for accurate communication coverage
- Build a streamlined communication strategy targeting identified stakeholders
OKRs to enhance technical solution delivery for customer projects
- ObjectiveEnhance technical solution delivery for customer projects
- KRReduce solution rollout errors by 25% by revamping testing processes
- Train staff on new testing processes
- Identify common errors in current solution rollout
- Develop improved, thorough testing protocols
- KRIncrease project delivery efficiency by 30% using new architecture strategies
- Train team members on using new strategies for project delivery
- Implement new architecture strategies across all project divisions
- Monitor and adjust strategies to ensure 30% efficiency increase
- KRImprove customer satisfaction scores by 15% through improved solution implementation
- Incorporate customer feedback into solution improvement processes
- Monitor and adjust solutions regularly for continuous improvement
- Train team to effectively implement solutions with customer-focused approach
Customer Relationship Management OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
Save hours with automated OKR dashboards
OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using Tability to save time with automated OKR dashboards, data connectors, and actionable insights.
How to get Tability dashboards:
- 1. Create a Tability account
- 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
- 3. Publish your OKR plan
That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.
More Customer Relationship Management OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to ensure adoption and compliance with circuit breaker standards
- OKRs to enhance customer satisfaction in Japan with top-tier appearance solutions
- OKRs to enhance the quality of the company's testing process
- OKRs to reinforce One Intel team culture and nurture talent effectively
- OKRs to significantly reduce Customer Acquisition Cost (CAC) for our mobile app
- OKRs to develop streamlined reports and dashboard to reduce necessary staffing