Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Customer Success 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 Success 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 Success 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 Success Team OKRs examples
You will find in the next section many different Customer Success 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 customer satisfaction for our SaaS product
ObjectiveEnhance customer satisfaction for our SaaS product
KRIncrease customer retention rate by 10%
Improve customer service response times
Set up loyalty incentives program with potential rewards
Regularly request feedback and implement suggestions
KRDecrease customer support ticket response time by 25%
Schedule overlapping shifts for continuous coverage
Implement efficient customer support software
Train support staff on quick issue resolution
KRImprove customer satisfaction score by 15%
Implement comprehensive customer service training for all staff
Initiate customer surveys to understand their needs and expectations better
Develop effective loyalty programs to encourage repeat business
OKRs to streamline onboard services for robust engagement environment
ObjectiveStreamline onboard services for robust engagement environment
KRDecrease user churn rate by 15% via optimizing onboarding process
Integrate a user feedback system during onboarding process
Regularly update onboarding materials based on metrics analysis
Redesign onboarding tutorials to highlight software's key features
KRIncrease customer engagement rates by 20% through enhanced onboard services
Conduct regular surveys to assess and improve onboard services
Improve onboard service responsiveness to customer inquiries/requests
Develop new, engaging onboard activities for customers
KRImplement 3 new features that improve onboarding experience, verified by user feedback
Identify pain points in the current onboarding process
Develop and integrate 3 user-centric features
Gather user feedback post-implementation
OKRs to enhance client success and retention in North America
ObjectiveEnhance client success and retention in North America
KRReduce client churn by 15% by improving customer service response time
Implement quicker communication channels
Train customer service representatives to respond more efficiently
Regularly review and improve resolution times
KRIncrease client retention rate by 20% in Canada and USA
Enhance customer service training for employees
Implement robust customer loyalty programs in Canada and USA
Regularly collect and analyze customer feedback
KRImplement and track 2 client success initiatives resulting in higher customer satisfaction
Implement those two initiatives for client enhancement
Identify two key initiatives that will improve client success
Regularly monitor and record the initiatives' impact on customer satisfaction
OKRs to minimize customer touchpoints during onboarding
ObjectiveMinimize customer touchpoints during onboarding
KRDecrease customer contact rate by 25% throughout the onboarding process
Automate common queries using chatbots
Implement a self-service portal for customers
Develop a comprehensive FAQ section
KRImplement a self-service portal to handle at least 30% of inquiries
Promote portal usage to customers via various channels
Train staff to update and maintain the portal's content
Identify software for creating a user-friendly self-service portal
KRIncrease first call resolution rate to 60% or higher
Implement policies for effective call handling
Regularly review and improve scripts
Provide comprehensive training for customer service representatives
OKRs to improve efficiency and success rate of the technical sales support team
ObjectiveImprove efficiency and success rate of the technical sales support team
KRIncrease customer satisfaction rate by 20%
Implement a comprehensive customer service training program
Regularly update product or service based on customer feedback
Launch a customer loyalty and rewards program
KRAchieve a 15% reduction in response and resolution times
Implement automated responses for commonly raised issues
Assign urgent cases to seasoned team members
Conduct regular team performance evaluations and feedback
KRBoost upselling success rate by 10%
Monitor and reward sales team members who successfully upsell products
Identify top-selling products and strategically promote them
Implement training programs focusing on upselling techniques for sales staff
OKRs to increase user revenue and reduce churn rate
ObjectiveIncrease user revenue and reduce churn rate
KRReduce user churn rate by 10%
Implement personalized engagement strategies to retain users
Improve customer service and responsiveness to issues
Analyze past user data to identify common patterns of churn
KRAchieve 15% increase in average revenue per user
Develop new premium features for upselling to existing users
Intensify marketing campaigns targeting user engagement and purchases
Implement dynamic pricing based on user behaviors and preferences
KRIncrease user engagement with premium features by 20%
Implement a rewards program for premium-feature usage
Develop specific in-app messages promoting premium features
Provide free trials of premium features to users
OKRs to enhance expertise in customer success strategies and methodologies
ObjectiveEnhance expertise in customer success strategies and methodologies
KRAchieve a 10% increase in customer satisfaction scores through the implemented changes
Implement enhanced customer service training for employees
Review and optimize after-sale services
Update customer feedback mechanisms for easier responses
KRImplement 3 identified best practices in customer service in real projects
Train servicing team and monitor the implementation process
Review and understand each identified customer service best practice
Select real-time projects for implementing these practices
KRSuccessfully complete 4 relevant industry-recognized certifications
Complete and pass all certification exams
Identify and enroll in four industry-recognized certification programs
Establish a study schedule for each certification program
OKRs to boost the effectiveness of SaaS onboarding process
ObjectiveBoost the effectiveness of SaaS onboarding process
KRElevate customer's successful onboarding completion rate by 20%
Introduce interactive tutorials and guides
Implement a structured follow-up system for user assistance
Simplify the onboarding process to decrease user confusion
KRImprove feedback ratings on customer onboarding experience by 15%
Implement needed improvements based on customer feedback
Develop a comprehensive onboarding guide for new customers
Initiate customer satisfaction surveys post-onboarding
KRReduce the average time for onboarding completion by 30%
Implement efficient, digital onboarding tools
Streamline the onboarding process by removing unnecessary steps
Offer comprehensive training for new hires
OKRs to strengthen platform performance and maintain market leadership
ObjectiveStrengthen platform performance and maintain market leadership
KRIncrease platform uptime to 99.99% to ensure operational readiness
Conduct regular preventive maintenance to avoid outages
Implement automated system monitoring for constant vigilance
Improve server redundancy to reduce single-points-of-failure
KRReduce customer complaints by 20% by enhancing platform stability and functionalities
Conduct regular maintenance checks to ensure platform stability
Implement timely fixes for identified bugs and issues
Update platform features to improve user experience
KROnboard 200 new high-value clients to expand market dominance
Implement follow-up strategy to ensure satisfaction
Identify and target potential high-value clients
Develop personalized onboarding programs
OKRs to boost client engagement in our analytics services
ObjectiveBoost client engagement in our analytics services
KRAchieve a 15% rise in client satisfaction scores for our analytics services
Develop and provide additional personalized analytics services
Implement regular feedback collections from clients for service improvement
Enhance client communication and response times
KRSecure a 20% increase in signed-up clients using our analytics services
Offer a limited-time discount or bundle option for new sign-ups
Organize webinars or workshops showcasing our analytics capabilities
Develop a compelling marketing strategy for our analytics services
KRDeliver 3 new value-added analytics features to stimulate client usage
Develop and test these features with a focus on value-add
Identify potential new analytical features based on user feedback
Implement and promote these features to existing clients
Customer Success 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 Success Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to enhance the organization's cybersecurity infrastructure
OKRs to establish a successful digital marketing agency
OKRs to implement the new onboarding program to speed up deal closure time
OKRs to cultivate a collaborative learning and growth environment
OKRs to ensure water-proof status of all line extenders and taps on cable system
OKRs to increase the conversion rate of BDR-generated leads into sales opportunities by 25%