Customer success becomes even more crucial considering that the cost of acquiring a new customer is much higher than retaining an existing one. 10 Roles with Examples It boosts your revenue by improving customer retention and loyalty. What are the key metrics that will indicate success for the objective? Customer success, retention, and upsells should be a standard part of any company culture, and having measurable public customer success OKRs can keep everyone on the same page. Decrease average time taken to convert a prospect into a customer from 18 to eight days. It’s different from customer experience, which looks at the experience that the customer has while interacting with your brand. With this system, leaders at … Project Launch: Include all participants at a project launch that may include 1) a presentation of company level OKRs if available and 2) drafting of objectives with at least one Key Result for each participant. This extension was made to help organizations make strategically more balanced and differentiated decisions instead of orienting oneself to short-term and very abstract, financial key figures as success factors. Goals (OKRs & KPIs) — 1 min read Combat COVID-19 with OKR. The BetterWorks OKR Examples CUSTOMER SUCCESS 2. Objective and key results, abbreviated as OKR, is a goal-setting technique used by or to define specific objectives and track their outcomes. 0 Like. Objective: Increase profitability by 42% every quarter for FY 2017-18. I have found some helpful articles/videos around OKRs for CS but would love to learn from experiences if anyone is currently adapting it for their CS teams/processes. Additionally, it’s not mandatory to only assign numerical key results. SMART GOAL EXAMPLE: Resolve 45 customer support tickets per week during this month in order to improve the effectiveness of our customer support team. Moreover, high-level OKRs should accommodate suggestions from employees who will implement them. That keeps the unit economics in check. Building an effective, well defined OKR will not only help you stay focused on your target... Read more When they are used in conjunction with OKRs, it becomes a fool-proof pack to deliver outcomes. Time-bound milestones also create a sense of urgency and help track progress at various levels. Growing revenue, fighting churn, improving NPS. Okay, let’s get down to creating a company-wide OKR. And Key Result 3 – Maintain accurate and up-to-date records of customer who got churned. The concept of OKRs was first introduced in the ’70s at Intel by Andy Grove. Customer Support Manager Goal and OKR examples to fuel all your customer success planning and performance discussions. Learn the right way and help your company, your teams and your employees thrive in 2021. OKRs (Objectives and Key Results) is a goal/ critical thinking framework that enables all teams to move towards outcomes. How to calculate customer retention rate and implement retention strategies? The former is proactive while the latter are mostly reactive. Subscribe to our blog . We owe a lot of our success to Ben’s guidance and support. Key Result 2 – Prepare a report on the average Lifetime Value of the customer. 8 MIN READ. This creates an opportunity to assess why an objective couldn’t be met, which key results were too difficult, and how to address … Ashna Patel. Senior Leader, Customer Analytics & Insights Ben is a forward-thinking and collaborative business partner to Dun and Bradstreet. Example OKRs for Your Entire Organization. Romantic OKRs do not have a lot in common with the realistic approach to set successful OKRs. Let’s say that Johnny wants to improve the motel’s customer experience so that they’ll be able to win at the next Regional Hospitality Awards. Customer Referral Rate. Customer Success. This is quite helpful @ … Your email address will not be published. Whether you sell hardware, software, subscriptions, or services, the best way to secure a solid recurring revenue stream is to ensure that your customers achieve their desired business outcomes. Terms & Conditions, People Analytics : The Truth Is Coming, Don’t Be Afraid. Betterworks Customer Success team will help you every step of the way when implementing continuous performance management in your organization. OKRs are not meant to be a central issue in performance reviews. The first step is to break down customer success into different verticals such as retention, loyalty, and support. A Customer Support manager’s objective is to “Delight customers”. The former is proactive while the latter are mostly reactive. In other words, you need OKRs for customer success. Find all Customer Success Jobs openings here. The first roadblock that you might encounter is the lack of coordination among various teams. Tracking success with OKRs . This is particularly crucial when you’re running a company with hundreds of employees. Simply put, customer success is the process of proactively resolving customer queries and problems even before any issues arise. In the follwoing we will present the four perspectives that build up on each other briefly. Some Sample OKRs For Customer Success Customer Success Associate. Here are some real OKR examples: Tech giants like Google and Alphabet claim to have achieved 10 folds growth through OKRs. This, in turn, ensures that all their efforts are focused on the primary goal of accomplishing customer success. Today’s competitive and consumer-driven market has compelled most businesses to focus on customer success. It starts with setting specific Okrs for customer success. A Customer Support manager’s objective is to “Delight customers”. moments for our clients. The associate needs to be polite, knowledgeable and be able to help or redirect a query depending on its nature. Thanks for writing this brilliant piece! For instance, your sales reps and customer service executives may not be on the same page. close. Learn how to join Google, Microsoft, Facebook, Spotify and hundreds of thousands of others in using OKRs to set-goals. However, developing a powerful customer success strategy requires you to use the OKR framework. There should be more to performance reviews than achieving a given OKR. It has been used by a plethora of successful companies including Google, LinkedIn, Twitter, Disney, and BMW. If you want to know what OKRs are and how they can help you and your business, at Steer we’ve wrote a practical guide on OKRs 101. Moreover, OKRs align the high-level goals of your company with those of individual teams and their members. Sales OKRs also can clearly define the interdependencies with other functions like Marketing, Engineering, and Customer Success and ensure that all the teams are on the same page through a transparent OKR scoreboard that improves collaboration, teamwork, and accountability. Developing and executing an effective customer success strategy is easier said than done. It’s crucial to nurture your customers, handhold them while they become familiar with your product, and convert them into loyal brand advocates. We just launched Goal Diggers—a podcast on OKR, KPIs, strategy and everything in-between! Document success: Your internal OKRs project lead or your OKRs coach should document key takeaways that emerge directly from the OKRs process in a single location. With Customer Success the Metrics you need to improve are well defined and highly commercial. And to help your customers succeed, setting up right OKRs for customer success is preliminary. Metrics form a major part of your business processes and must be used to their full capacity. Posted 12-07-2020 19:14. Remember to assign a deadline to each key result. Scores – A sliding scale between 0 and 1 that indicates whether you missed, came close to, or hit your stated target for the KR. So, how should the OKRs of the sales team look like Let us see some examples of OKRs with respect to the roles in the sales department. KR: Reduce tickets per specialist from X to Y per month. Some say that it was so successful that the company started to grow dizzyingly from this period. OKRs or Objective and Key Results is a goal-setting framework that has been adopted by successful organizations such as Google, Amazon, Disney, LinkedIn, and more. The team behind Upraise, a suite of people management apps for Jira, gathered hundreds of real-world OKR examples. Luckily creating OKRs that tell you whether customers are being successful is not to hard OBJECTIVE - Customers are happier and churning less KEY RESULT 1 – Increase out NPS score to 8 this Quarter KEY RESULT 2 – Reduce our Churn to Under 1% this Quarter Your metrics should both complement and countermeasure each other. To understand how SmartKarrot can help you achieve customer success. OKRs, objective and key results, are great for setting any kind of goals—and customer service is no exception. The good news? It helps them boost customer retention and loyalty and ultimately, generate more revenue. Whether these goals revolve around issue resolution times, retention numbers, or upsell revenue, OKRs keep Customer Success … OKR examples: Upraise’s OKRs for customer success teams. Betterworks Customer Success team will help you every step of the way when implementing continuous performance management in your organization. Customer Success | The Set, Align, Achieve cycle. Even though customer success has become the buzzword, not everyone gets it right. 10 Roles with Examples Conduct at least one training program per month. Goal Examples for Customer Success 1. In this blog, we’ll delve deeper into the process of setting up effective OKRs for customer success. Your customers’ success is your company’s success, and Customer Success Managers can play a key role in putting this idea into action. Get customer success insights and actionable advice trusted by leading customer Eric Nash (Director, Enterprise Customer Success) is a member of the Digital Advisory and Consulting Services (DACS) team at Enterprise Studio by HCL Technologies. You want to keep your team … That’s why you should focus on building long-term relationships with them by nurturing, handholding, and delighting them. The book includes OKR examples, mistakes to avoid and how to plan to roll-out OKRs. Project Managers, Product Owners, who want to maximize the value of their deliverables. Even though customer success has become the buzzword, not everyone gets it right. An interesting example on the consumer level would be toggl.com - after signing up you are immediately presented with the potential to use paid customer success. There are many companies which have successfully adopted OKRs & evolved their own flavors of OKRs as they went on. For instance, you might have to resolve several software bugs before rolling out new product features. For example: .3 = you missed the mark by quite a lot.7 = you didn't hit your target, but made great progress 1 = you hit your stretch target (awwwww yeah...) That's right: scoring .7 on a key result is considered a success! Delight Customers. 2BetterWorks | hello@betterworks.com In today’s fast-paced workplace, having an accurate measure of progress towards your goals is critical for knowing what you’ve done, how you’re doing and what you have to do next. success professionals delivered to your inbox, Top 7 SaaS Subscription Renewal Best Practices. Become an expert. Exceed Net Promoter Score (NPS) of over 8.0; Get 1000 survey … Thank you! Our Annual Planning Guide will walk you step-by-step through every component of planning with OKRs so you can hit the ground running in 2021. Here’s why they’re important and how you can set them up for your brand with ease. Therefore, it’s critically important to make sure you’re setting CEO-level goals effectively. For details please visit our, 21% more likely to prioritize customer success. Even if you develop the most groundbreaking product, your business won’t thrive unless it attracts and retains paying customers. Even if a camel is a “horse made by a committee,” you can build one strong, robust camel with the right planning and intelligent systems in place. Customer Success: A Closer Look. Senior Leader, Customer Analytics & Insights Ben is a forward-thinking and collaborative business partner to Dun and Bradstreet. You might have to remove or modify certain key results mid-way or set new objectives. O: Empower our support team to be more self-sufficient. It’s crucial to set up OKRs for customer success. Professionals from different areas, finance, customer success, production, logistics, IT. To answer these questions we created this database of example Support/Customer Service OKRs so you can get started and write your own company, department, team, or personal OKRs. Customers are the lifeblood of every successful business. Category: Customer Success OKRs Delight Customers. If you measure Customer Acquisition without also measuring Customer Retention, it sends the message that you only care about gaining new customers and not keeping them happy. But let’s first understand what customer success means. It starts with setting specific Okrs for customer success. Customer Retention Rate. If you want to know what OKRs are and how they can help you and your business, at Steer we’ve wrote a practical guide on OKRs 101. Customer Support Manager OKR Examples Research and improve customer satisfaction. You … Sample OKRs along with the relevant discussion, organised by function. From legendary investor John Doerr comes the case for ambitious goal setting and meticulous execution. The role of CS continues to grow. With advice from some of the world’s best OKR coaches included. Read now 2BetterWorks | hello@betterworks.com In today’s fast-paced workplace, having an accurate measure of progress towards your goals is critical for knowing what you’ve done, how you’re doing and what you have to do next. A word of caution – attributing the entire success of a company to just OKRs would not be wise. For example, enhancing customer service functions as an overall company OKR as well as a customer support OKR. OKR examples: Upraise’s OKRs for customer success teams. In his prior roles, he stayed close to customers to understand their requirements and help them achieve their business goals. The best OKRs are snappy, memorable and inspiring: We won't spam, ever. Objectives and key results, or OKRs, have become one of the most popular frameworks for teams looking to plan and measure the success of their work. End of year might be a really busy period for you — or business may have already started to calm down. So what are OKRs? OKRs rely on a framework of regular check-ins, frequent feedback, continuous learning, team collaboration and problem-solving to help companies take abstract goals and make them concrete realities. Let’s say the objective “boost customer loyalty” includes the following key result: send personalized birthday gifts to long-term customers. Since this is a job with constant, maximum exposure the OKRs … Success Stories – OKRs at Google . Rakhin has over 10 years of experience driving business development and client services. Google was introduced to OKR by John Doerr in 1990 when it was less than a year old. They are meant to set and communicate strategy and goals for a specific period of time for … 4. Create awesome OKRs for your Customer Service team. But before we show you some hypothetical examples of OKRs, it’s critical to understand how they work and how they can help in modeling organizational processes . This is where OKR comes in. Simply put, customer success is the process of proactively resolving customer queries and problems even before any issues arise. But let’s first understand what customer success means. The customer success associate is the first point of interaction and can be instrumental in making a strong impression of your company with your client. Instead it is important to give constructive advice and raise awareness for experienced anti-patterns that do not need to be repeated. There’s also plenty of room for creativity. There are always two sides to the coin. Below are few of the points you must remember while defining OKRs for your business. Customer Success. Customer success, retention, and upsells should be a standard part of any company culture, and having measurable public customer success OKRs can keep everyone on the same page. Note: Many department-specific OKRs overlap with company OKRs. OKRs are your roadmap to success. The first step is to break down customer success into different verticals such as retention, loyalty, and support. Not only do you know what you want to improve, but also how you are going to make it happen. Objectives and key results, or OKRs, have become one of the most popular frameworks for teams looking to plan and measure the success of their work. 25 on-site user-testing sessions to understand key product misunderstandings; 10 tests of our recent infographics and slide decks for customer understanding; Get 1000 answers to an online user survey sent to all last quarter's signups; Conduct a team hackathon to create and publish full portfolio of product materials From increasing the number of feedback items and praise to lowering negative feedback per quarter to helping with expedited, same-day shipping, OKRs can be used to make sure that customer relations stay on track and head in a positive direction. The Initiatives you define, run, learn from and improve upon are where the real magic happens. Product Goals and OKRs Key results: 4 surveys conducted per quarter where customer satisfaction index has grown from 6 to 8.4; Phone interviews conducted for 15 customers per week of which 70% are happy with the product; Get 1 referral for every 3 customers; Discussion: We have used OKRs for CS in the past quarters, but we've decided to transition to annual Big Bet... Ashna Patel 12-08-2020 12:22. With larger and more complex organizations, company strategic plans and goals often become abstract and lose meaning for employees, even … According to HubSpot, growing companies are 21% more likely to prioritize customer success than their stagnant counterparts. He has truly pushed our thinking and helped us establish meaningful and aspirational OKRs. Next, you have to select a vertical and set a long-term objective. Exceed Net Promoter Score (NPS) of over 8.0; Get 1000 survey responses to annual satisfaction survey; Conduct 50 phone interviews with top customers; Conduct 15 phone interviews with recently churned customers; Present an action plan of 10 improvement for next quarter Thus while you go through these stories, do keep in mind that just adoption of OKRs will not guarantee success. The next step is to list the actions that will help you accomplish this objective. The role of CS continues to grow. Building an effective, well defined OKR … Here’s an OKR example that any customer success team can … Let’s say that Johnny wants to improve the motel’s customer experience so that they’ll be able to win at the next Regional … What you’ll learn: How OKRs for Customer Service Teams can improve performance; Common criteria for creating Customer Service OKRs Create Wow! From a Beginners Guide to the OKR Framework: “OKR stands for Objectives and Key Results, a framework to define objectives and track outcomes. We use cookies to ensure that we give you the best experience on our website. OKRs comprise an objective—a clearly defined goal—and one or more key results—specific measures used to track the achievement of that goal. The key is to define a long-term objective and assign measurable and trackable actions (key results) that will help you accomplish it. In other words, you anticipate their questions and challenges and provide solutions before they ask. Yes, setting up the right OKRs keeps your customer success plan on track with measurable goals. Hire three new sales representatives. Therefore, OKRs are considered team OKRs – not individual OKRs. As a customer success leader, you must refrain from taking intuitive guesses on your business strategies. Because OKRs are used to align all teams with an organization’s top goals, your entire company’s OKRs are only as effective as the ones you set at the very top. Some OKRs might be impossible to deliver in the current quarter, so you can always mark them for the next one. OKRs for Customer Success. You can too. It’s essential to understand that a customer success strategy goes beyond traditional customer relationship management and customer support. Number of Customers Successfully Onboarded. But departments like marketing and sales shouldn’t have all the fun — customer success should do, too! Find goals for every person on your team. Customer health score. Because aligning and cascading OKRs can be very confusing, we recommend OKRs are thought of as companywide efforts where different functional teams champion the objectives and own the key results. Customer success is the secret weapon that can take your business to greater heights. Has anyone here successfully implemented OKRs for Customer Success? Note: Many department-specific OKRs overlap with company OKRs. CEO, Perdoo. Client retention above 90%; Net Promoter Score of 50 or better; Curate list of 20+ "Wow!" customer stories; Roll out a fully revamped Customer Experience Journey. It also helps assign specific roles and responsibilities to team members. Sample Customer Success OKRs. Key results: 4 surveys conducted per quarter where customer satisfaction index has grown from 6 to 8.4; Phone interviews conducted for 15 customers per week of which 70% are happy with the product; Get … The BetterWorks OKR Examples CUSTOMER SUCCESS 2. Annual Planning with OKRs. In the event of the COVID-19 pandemic, you might have to modify it to “send online shopping coupons to long-term customers”. O: Grow the team to improve support specialist work-life balance. For example, enhancing customer service functions as an overall company OKR as well as a customer support OKR. How you organize that transition could make or break you in the years to come. Companies like HubSpot, Mastercard and Heineken get their management tips from the Soapbox blog. The team behind Upraise, a suite of people management apps for Jira, gathered hundreds of real-world OKR examples. It involves hand holding your customers through the following stages: Implementing a successful customer success strategy requires tremendous coordination and collaboration among various departments including product development, sales, marketing, and customer support. We regularly engage Ben for advice and guidance for all of our OKRs and priorities for Marketing. Remember to assign a deadline to each key result. Find goals for every person on your team. Ashna Patel 12-07-2020 19:14. OKR achievement should always be assessed in the right context when discussed in performance reviews. ZOKRI is OKR Software built to help you create the ultimate Customer Success Playbook. Go for the goals . In this blog, we’ll delve deeper into the process of setting up effective OKRs for customer success. Does your company use OKRs for customer success? Company Level OKR. See how SmartKarrot can transform your customer success outcomes, Originally Published June 24th, 2020, Updated November 10th, 2020, Customer Success | Customer Success Manager | Objectives and Key Results | OKR | OKRs for Customer Success. Take a look at another sample OKRs for Customer Success: Objective – Maximize the Efficiency of Customer Success Team, Key Result 1 – Implement an online training program for new team members. The platform being intuitive enables teams to write high-quality OKRs, using our writing assistant. Key results: Monthly revenue growing at a CAGR of 20% every quarter; Number of customers increased by 35% every quarter; 55% region of the nation covered by Q4; Discussion: Most … Plus, it probably helps the product teams - problems that people pay for to get solve are probably not explained well enough. Because company OKRs are directional, they usually have a time span of 1 to 3 years. OKRs Customer Support. Research and improve customer satisfaction . Next year's Company OKRs: When, why, and how to collect your team's input. We’ll include details about what you need to do at the leadership level, down to how every individual will be involved in the company’s most important goals. It is, therefore, crucial to set realistic, measurable, and achievable goals that take you a step closer to customer success. In his book, Doerr also recommends that you assign 3-5 key results to each objective. Whether you’re running a bootstrapped startup or an MNC, your company can benefit from setting OKRs for customer success. That is if they are still relevant by then. It helps you to manage your resources brilliantly and achieve your goals. What should I put in my Support/Customer Service OKRs? The next step is to list the actions that will help you accomplish this objective. Has anyone here successfully implemented OKRs for Customer Success? But departments like marketing and sales shouldn’t have all the fun — customer success should do, too! Research and document the top 5 customer journey maps / personas; Design 5 post-implementation touchpoint-campaigns (one campaign per persona) Implement new customer … With those awesome perks, it’s easy to see why OKRs are beloved by so many successful and rapidly growing organizations. OKR SoftwareMeeting Management SoftwareROI & DeliveryFree OKR Book, How to set KPIsOKR ExamplesEmbed OKRsOKR ConsultantsKPIs vs SMART vs OKRsOKR Setting SpreadsheetBest OKR SoftwareOKRs and Performance ReviewsOKRs For Startups, © ZOKRI 2021 All rights reserved | OKRs examples for People Operations / HR Managers: Objective: Create an Amazing Corporate Culture If you want to implement successful OKRs, it’s crucial to set stretched goals and deadlines. Moreover, persistent and immediate needs might take your focus away from the long-term goal of achieving customer success. DOWNLOAD the Customer Health Score eBook here. What you’ll learn: How OKRs for Customer Service Teams can improve performance; Common criteria for creating Customer Service OKRs OKRs have been a condition for investments in Startups, as it provides proportional predictability of strategic positioning and prioritization. The term was brought into the limelight by venture capitalist John Doerr in his book Measure What Matters. We regularly engage Ben for advice and guidance for all of our OKRs and priorities for Marketing. At some point in your business’s lifecycle, customer success becomes a company-wide initiative. He is passionate about customer success. KR: Hire X support specialists. So we’ve established that Key Results should be narrowly focused to pinpoint what outcomes you need to achieve to reach the Objective. Find hundreds more Goal, OKR, and Career Growth goals at SoapboxHQ.com. That’s why entrepreneurs, business owners, and marketers are increasingly shifting their focus to achieving customer success. Customer Success. The OKR methodology involves defining a long-term objective and assigning relevant key results to it. Even Google aims at a 60-70% success rate. Objective 2: Assess customer satisfaction rate by Q3 FY 2017-18. Doing so requires wearing many hats in order to flexibly respond to customers’ needs. Privacy Policy | Share your views in the comments section below. From the time of sign up, our Customer success experts run OKR learn sessions to onboard teams to OKRs. Later, it was popularized by John Doerr when he introduced it at Google in 1999. Growing revenue, fighting churn, improving NPS. Sales . This OKR example at Google is just one of many success stories. Lastly, the process of defining OKRs for customer success should be collaborative. Category: Customer Success OKRs. Their job is to make sure your customers are getting the most out of your product or service. This guide contains a quick introduction, a recap on the theory of OKR and practical OKR examples that Customer Service teams can use to achieve exceptional success. It starts with setting specific OKRs. Next, you have to select a vertical and set a long-term objective. This guide contains a quick introduction, a recap on the theory of OKR and practical OKR examples that Customer Service teams can use to achieve exceptional success. For customer success leaders and CSMsl, staying committed to team OKRs can help set measurable goals and ensure they are met in turn. The idea is to make your team members uncomfortable and push them beyond their natural capacity. Customer success is all about the activities related to helping your customers achieve their goals through the effective use of your technology. Building on a career-long legacy of sharing the power of OKRs with established and emerging leaders alike, Measure What Matters includes a broad range of first-person accounts that demonstrate the focus, ambition, and explosive growth that OKRs have … To fight Romantic OKR and to address the most common pitfalls in OKR adoption, I have created a straightforward … By now you’re probably wondering if there’s any practical example where OKR system actually worked. Choosing attainable (but … But before we show you some hypothetical examples of OKRs, it’s critical to understand how they work and how they can help in modeling organizational processes. This OKR example at Google is just one of many success stories. So as a customer you have the choice of figuring it out yourself or get paid help. We owe a lot of our success to Ben’s guidance and support. We will cover everything from Company goals to HR, marketing, sales, product, engineering, customer success and more.