Customer Success OKR Examples
Below you will find Customer Success OKR examples from real companies that can help you formulate your own Customer Success OKRs.
Why your Customer Success team should use OKRs
Customer Success teams often struggle to monitor customer usage, making it difficult to track how customers interact with their products. This oversight can hinder proactive support and increase churn rates. OKRs (Objectives & Key Results) can help solve this problem.
OKR is an agile goal-setting framework used by companies like LinkedIn and Netflix to promote transparency, alignment, and focus. By using OKRs, Customer Success teams can set clear goals, systematically gather data, identify risks, and take proactive measures, ensuring continuous improvement in monitoring practices.
As customer bases grow, maintaining relationships can be challenging. However, the structured yet flexible approach of OKRs helps teams prioritize high-value interactions and adjust strategies based on customers' changing needs. This effectively nurtures relationships and addresses concerns early on.
To fully benefit from OKRs, it is important to follow certain guidelines.
Writing good Customer Success OKRs
“How to write good Customer Success OKRs?” – the million-dollar question.
Coming up with good Customer Success OKRs can be quite a challenge. While the OKR method itself is easy to understand, it is the writing part that is the hardest and also the most critical to master.
To get the creative juices flowing, think about this formula when writing your Customer Success OKRs:
We will [Objective] as measured by [Key Results].
Keep in mind that Objectives answer the question “What do I want to achieve?” while Key Results answer the question “How do I know that the goal is achieved?”. Objectives should therefore be qualitative, easy to understand, and inspiring. Key Results should be clearly measurable, outcome-driven (not output-driven), and S.M.A.R.T. Both, Objectives and Key Results, need to be time-bound and are typically set per quarter, i.e. for one “OKR cycle”.
Customer Success OKRs: Examples and best practices
When our customers get started with Mooncamp, they often ask us “What are good OKR examples for Customer Success?”, so we compiled a list of real Customer Success OKR examples just for you.
💡 Note: We recommend writing your own OKRs and only use the Customer Success OKR examples below for inspiration.
How Mooncamp can help your Customer Success team with OKRs
By using a purpose-built OKR software like Mooncamp, you can bring your Customer Success team’s OKR strategy to the next level. To name just some benefits of a dedicated OKR software:
- Transparency and alignment through visualization of goals across your Customer Success team or the entire organization
- Collaborate better, give feedback for OKRs, and praise your co-workers all in one place
- It’s more fun to use than a Spreadsheet or clunky tools like Confluence and will lead to a higher adoption of your teams
- Regularly nudge your team members to update their OKRs in order to make the method stick
- Uncover insights in your OKR progress or OKR process with reports and dashboards
Try Mooncamp for free today.
