What are good OKRs for customer success?

A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts.

For instance:

• NPS Over CSAT: While CSAT often leans towards support, NPS serves as a robust starting point, eventually evolving into a Customer Effort Score (CES) to gauge the efficacy of minimizing customer effort.

• Onboarding Success Rate: Measure the effectiveness of onboarding in delivering value, thereby nurturing customer confidence and satisfaction.

• Health Score and Adoption: Evaluate the overall health of customer relationships, considering both depth and breadth of engagement to ensure sustained success.

• Engagement Cadence: Tailor engagement frequency across various customer personas, fostering meaningful interactions at every touchpoint.

• Retention Monitoring: Continuously assess customer loyalty and satisfaction, providing insights into the overall customer experience.

Each KPI serves a distinct purpose: to analyze customer feedback, mitigate risks, and strategize ways to enhance the customer journey. While specific metrics like Expansions, Qualified Leads, and Net Revenue Retention (NRR) may not be initially owned, mastering foundational KPIs lays the groundwork for influencing these metrics.