Goal Template: 5 Sample OKRs for Customer Success Teams
Looking for OKR examples for customer success teams? We're sharing sample customer success team goals across areas like customer satisfaction and retention.
Writing down and tracking goals is one of the most simplest ways to improve performance (1), and when it comes to customer success goals, we think templates are the best way to get started. Sample goals give you clear guidelines to follow, so you can avoid some of the most common pitfalls. Today, we're sharing 5 sample OKRs (objectives and key results) for team members working in customer success, covering areas like customer satisfaction and retention.
Free Download: Goal Template: 5 Sample OKRs for Customer Success Teams
If you're a Frankli user, you can access our templates directly in the product. If not, you'll find them below. Or you can download our free template to access them in spreadsheet format.
With Frankli, you can get started with digital goal-setting in a couple of clicks. Take a look around.
Goal Template: 5 Sample OKRs for Customer Success Teams
Objective: Research and improve customer satisfaction
Key Results:
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 improvements for next quarter
Objective: Improve satisfaction with support team's work
Key Results:
Decrease number of complaints and negative feedback per quarter from 15 to 5
Increase positive feedback items and praise from 5 to 15 per quarter
Increase end-user satisfaction rating from 4.0 to 4.5
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Objective: Meet the customer retention targets
Key Results:
Logo churn below 2%
Net MRR Churn below -3%
Increase NPS by 5 points
Objective: Grow a vibrant online customer community
Key Results:
Average posts interactions (likes + comments) > 400
Increase the total number of members by 40%
At least one post every 3 days
Objective: Decrease the churn % for customers post onboarding phase
Key Results:
Identify 2 customer behaviors that precede a customer churn event
Decrease the churn with 4%
Improve customer re-engagement campaigns so customers get back on track faster
Sources:
1. Edwin A and Locke, Gary P. Latham, New Developments in Goal Setting and Task Performance.
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