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How do you develop quarterly/annual customer success OKRs and tie those to individual projects?

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2 Answers
Customer Success KPIs
  1. Kiran Panigrahi
    Kiran Panigrahi

    Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

    Developing quarterly or annual customer success OKRs and tying them to individual projects involves a structured approach: Understand Company Goals: Align OKRs with overall company goals. Define Objectives: Set specific objectives for the team. Identify Key Results: Establish measurable Key Results for each objective. Align Projects: Assign individual projects that contribute to Key Results. Assign Ownership: Specify ownership of projects to team members. Set Milestones: Break down projects into ...Read More

    1,277 Views
  2. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y

    Here's my framework for developing and cascading CS OKRs: Start with Annual Company Goals Revenue targets Growth objectives Strategic initiatives Market positioning Define Annual CS Department OKRs What must CS achieve to support company goals? Set 3-4 major objectives with measurable results Example: Objective: "Drive predictable growth through customer expansion" OKRs: NRR target, expansion revenue, multi-product adoption rate Break Into Quarterly Focus Areas Which quarterly milestones lead to ...Read More

    667 Views

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