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
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
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 Reading Comprehension and Speed
- OKRs to streamline onboarding, supply management, and meeting organization
- OKRs to eradicate physical safety incidents at cement plant
- OKRs to increase Internal Customer NPS
- OKRs to enhance time management by reprioritizing based on requests
- OKRs to enhance brand visibility and customer loyalty