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What are Customer Relationship Management Team 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 Team 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 Team 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
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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 Team OKRs examples
You will find in the next section many different Customer Relationship Management Team 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 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 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 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 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
OKRs to secure renewal of OnPoint clients with updated agreement
ObjectiveSecure renewal of OnPoint clients with updated agreement
KRAchieve a 95% satisfaction rate among clients renewing their contracts
Conduct regular customer satisfaction surveys and improve upon feedback
Initiate loyalty programs that add value to contracts
Boost customer service quality and response times
KRFinalize Managed Services Agreement details for all renewals by mid-quarter
Confirm all agreements by the designated time
Review all Managed Services Agreement renewal details
Update any necessary agreement terms
KRPersuade 70% of current clients to renew under the new pricing within the quarter
Create a persuasive presentation highlighting benefits of new pricing plan
Schedule phone consultations to discuss individual concerns
Offer limited-time incentives for early renewal
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 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 asset growth from new and existing customers
ObjectiveBoost asset growth from new and existing customers
KRIncrease new customer along with asset acquisition by 30%
Streamline onboarding process to increase customer retention
Implement targeted marketing campaigns to attract new customers
Promote special offers and incentives for large asset acquisition
KRReduce asset churn rate to less than 5%
Enhance customer engagement to foster loyalty
Implement strategies to improve asset longevity
Identify key causes for high asset churn rate
KRImprove existing customer assets growth by 40%
Enhance brand loyalty program to encourage more purchases
Improve customer service and relationship management
Implement cross-selling strategies to promote additional products
Customer Relationship Management Team 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
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The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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
Spreadsheets are enough to get started. Then, once you need to scale you can use 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 Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to drive digital transformation to optimize operations and customer experience
OKRs to enhance efficiency using development platform
OKRs to establish a fully functional over-the-counter (OTC) trading desk
OKRs to boost academic rigor for improved college readiness
OKRs to maximize fleet operational efficiency
OKRs to accelerate new product/feature launch process by 20%