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10 OKR examples for Customer Retention

What are Customer Retention OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We have curated a selection of OKR examples specifically for Customer Retention to assist you. Feel free to explore the templates below for inspiration in setting your own goals.

If you want to learn more about the framework, you can read our OKR guide online.

How to write your own Customer Retention OKRs

Option 1. Turn ideas into OKRs with Tability AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.

You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.

Tability will then use your prompt to generate a fully editable OKR template.

Watch the video below to see it in action 👇

Option 2. Optimise existing OKRs with Tability Feedback tool

If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.

You can then decide to accept the suggestions or dismiss them if you don't agree.

Option 3. Use the free OKR generator

If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.

Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.

Customer Retention OKRs examples

You will find in the next section many different Customer Retention Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

OKRs to boost Customer Retention Rate

  • ObjectiveBoost Customer Retention Rate
  • KRIncrease customer satisfaction score to above 85% via targeted satisfaction surveys
  • KRReduce customer complaints by 10% through improved customer service practices
  • TaskStandardize swift resolution procedures for common issues
  • TaskImplement comprehensive training for customer service representatives
  • TaskEstablish a responsive customer feedback system
  • KRImplement loyalty program increasing repeat purchases by 15%
  • TaskResearch successful loyalty programs in similar industries
  • TaskDevelop a creative, rewarding loyalty program for our customers
  • TaskImplement, monitor, and adjust the program based on customer feedback

OKRs to increase customer retention rate

  • ObjectiveIncrease customer retention rate
  • KRIncrease repeat purchases from existing customers by 15%
  • TaskImplement customer loyalty program for rewarding repeat business
  • TaskDevelop personalised offers based on previous purchases
  • TaskImprove post-purchase follow-up with personalized thank you emails
  • KRAchieve 10% reduction in monthly customer churn rate
  • TaskImprove customer service response times
  • TaskImplement a customer loyalty rewards program
  • TaskAnalyze and address common complaints
  • KRImprove customer satisfaction rate by 20% as per quarterly surveys
  • TaskUtilize collected data to enhance product or service quality
  • TaskImplement comprehensive customer feedback collection system
  • TaskDevelop weekly employee customer service training programs

OKRs to boost the total active customer base

  • ObjectiveBoost the total active customer base
  • KRDecrease customer churn rate by 15% compared to last quarter
  • TaskImprove customer service response times
  • TaskAnalyze feedback to improve product/service quality
  • TaskImplement a customer loyalty program with rewards
  • KRConvert 30% of trial users into active paying customers within the quarter
  • TaskImplement a personalized email marketing campaign for trial users
  • TaskOffer specialized discount packages for converting trial users
  • TaskEnhance customer service support during trial period
  • KRAchieve 20% increase in daily active customer engagement by end of quarter
  • TaskRoll out a new loyalty rewards program
  • TaskImplement weekly email newsletters highlighting new products or features
  • TaskIncrease online advertisement budget to expand reach

OKRs to enhance platform usability for heightened customer satisfaction and retention

  • ObjectiveEnhance platform usability for heightened customer satisfaction and retention
  • KRIncrease the average customer retention rate by 15%
  • TaskUse personalized email marketing strategies
  • TaskImplement a customer loyalty rewards program
  • TaskEnhance customer service training
  • KRIncrease the customer satisfaction score by 25% as measured by client surveys
  • TaskRegularly analyze and take action on survey results
  • TaskImplement a customer feedback system for improvements
  • TaskTrain staff in customer service and product knowledge
  • KRAchieve a 20% reduction in customer complaints about platform usability
  • TaskProvide user-friendly guides or tutorials
  • TaskImplement adjustments based on feedback
  • TaskConduct usability tests to identify problem areas

OKRs to bolster customer loyalty and retention

  • ObjectiveBolster customer loyalty and retention
  • KRDecrease customer churn rate by 15%
  • TaskIncrease customer service quality and response time
  • TaskImplement loyalty programs and customer retention initiatives
  • TaskRegularly assess and improve product or service quality
  • KRImprove customer satisfaction score by 10 points
  • KRImplement an effective loyalty program for 30% of repeat customers
  • TaskLaunch loyalty program through marketing and customer outreach
  • TaskDesign loyalty rewards based on customer purchasing patterns
  • TaskIdentify most frequently purchased products by repeat customers

OKRs to enhance stewardship to boost donor retention

  • ObjectiveEnhance stewardship to boost donor retention
  • KRIncrease donor retention rate by 10% with personalized thank you messages
  • TaskDevelop customized thank you notes for each donor
  • TaskImplement a system to track donor communication
  • TaskIdentify personal details of donors for tailored messages
  • KRImprove overall donor satisfaction score by 15% via enhanced customer service
  • TaskEstablish a prompt and friendly donor query response system
  • TaskImplement customer service training for all donation handling staff
  • TaskRegularly gather and implement donor feedback
  • KRReduce donor attrition by 5% through quarterly donor engagement activities
  • TaskImplement personalized communication strategies to retain donors
  • TaskDevelop engaging outreach programs for consistent donor interaction
  • TaskAnalyze feedback to improve future donor engagement activities

OKRs to enhance net revenue retention (NRR)

  • ObjectiveEnhance net revenue retention (NRR)
  • KRReduce churn rate by 10%
  • TaskDevelop a loyalty program to incentivize repeat business
  • TaskImplement customer satisfaction surveys to identify potential issues
  • TaskImprove customer service training to better resolve complaints
  • KRBoost upgrades among customer base by 15%
  • TaskImplement a loyalty program incentivizing upgrades
  • TaskLaunch targeted email campaign promoting upgrade benefits to existing customers
  • TaskIncrease customer success efforts to highlight upgrade opportunities
  • KRIncrease upselling to existing customers by 25%
  • TaskDevelop personalized upsell strategies for each customer
  • TaskTrain sales team on effective upselling techniques
  • TaskImplement incentives for successful customer upsells

OKRs to increase revenue from upgrades/downgrades to 400€

  • ObjectiveIncrease revenue from upgrades/downgrades to 400€
  • KRSecure 10 new upgrade/downgrade transactions each week
  • TaskIdentify potential customers for upgrade/downgrade transactions
  • TaskReach out to 25 prospects daily to pitch services
  • TaskFollow up on all interested leads promptly
  • KRReduce churn rate from upgrades/downgrades by 15%
  • TaskIdentify reasons for high churn rate post-upgrade/downgrade
  • TaskImplement personalized communication for customer engagement
  • TaskDevelop strategies to improve customer retention
  • KRIncrease average transaction value for upgrades/downgrades by 20%
  • TaskIntroduce premium features or packages to incentivize higher value transactions
  • TaskImprove upselling techniques aiming for higher-value services or products
  • TaskImplement discounts or incentives for bulk or combo purchases

OKRs to enhance overall customer satisfaction levels

  • ObjectiveEnhance overall customer satisfaction levels
  • KRBoost customer retention rate by 5%
  • TaskImprove customer service training for better customer interaction
  • TaskRegularly request and utilize customer feedback for improvements
  • TaskImplement a customer loyalty program offering exclusive discounts
  • KRLower customer complaint rates by 15%
  • TaskDevelop a proactive customer feedback mechanism
  • TaskImplement rigorous staff training for customer service skills
  • TaskStreamline processes to improve product/service quality
  • KRIncrease customer satisfaction survey scores by 10%
  • TaskIntroduce loyalty programs and special offers for customers
  • TaskImplement extensive customer service training for all staff members
  • TaskAddress and resolve customer issues promptly and effectively

OKRs to boost special package client retention rate

  • ObjectiveBoost special package client retention rate
  • KRDecrease client churn rate by 10% by enhancing customer service interactions
  • TaskDevelop a responsive customer feedback mechanism
  • TaskIntroduce a loyalty rewards program for existing clients
  • TaskImplement customer service training for improved client interactions
  • KRImplement specialized loyalty rewards, improving renewal rates by 15%
  • TaskDevelop customized rewards based on customer preferences
  • TaskMonitor and assess improvement in renewal rates
  • TaskIdentify loyal customers eligible for specialized rewards
  • KRIncrease client satisfaction score by 20% through targeted satisfaction surveys

Customer Retention OKR best practices

Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Here are a couple of best practices extracted from our OKR implementation guide 👇

Tip #1: Limit the number of key results

The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.

We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

Tip #2: Commit to weekly OKR check-ins

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

Being able to see trends for your key results will also keep yourself honest.

Tip #3: No more than 2 yellow statuses in a row

Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

How to track your Customer Retention OKRs

Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:

Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

More Customer Retention OKR templates

We have more templates to help you draft your team goals and OKRs.

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