How to set effective OKRs for Customer Success Teams
Hi, I’m Markus, and welcome to a 🔒 subscriber-only edition 🔒 of my newsletter. I help you to deliver, grow, and monetize customer value to improve your performance, accelerate your career, and build a profitable SaaS business.
Struggling to set the right goals and priorities for your Customer Success team?
You are not alone.
The lack of direction is one of the reasons why CS teams
buried in reactive work,
become the do-everything department or
operate as glorified Customer Support teams.
In last week’s edition, I introduced you to the North Star framework.
Today, I’ll help you operationalize it with high-impact goals, effective metrics, and the right activities following the OKR methodology.
1. What are OKRs?
“Objectives and Key Results (OKRs) provide a framework for businesses to execute and achieve their desired strategies through simple, collaborative goal setting. OKRs have helped many organizations, including Google, successfully establish priorities, create internal alignment, increase accountability, and reach their objectives.” (Forbes)
Effective OKRs provide clarity to everyone in the company. Clarity about what needs to be achieved and how they are supposed to contribute to it. They are not set for individuals but for the organization and its respective teams.
Consequently, it’s a great methodology to keep the CS team aligned with the company goals and helps them to be “more strategic”.
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