{"id":6960,"date":"2022-05-31T18:21:39","date_gmt":"2022-05-31T21:21:39","guid":{"rendered":"https:\/\/teamguide.app\/blog\/?p=6960"},"modified":"2022-11-17T12:19:49","modified_gmt":"2022-11-17T15:19:49","slug":"customer-success-okrs","status":"publish","type":"post","link":"https:\/\/teamguide.app\/blog\/customer-success-okrs\/","title":{"rendered":"Customer success OKRs: guia para garantir a satisfa\u00e7\u00e3o de clientes"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Os Customer Success OKRs resolvem o problema de se definir v\u00e1rios objetivos na \u00e1rea e n\u00e3o conseguir acompanh\u00e1-los. Com eles, h\u00e1 organiza\u00e7\u00e3o, alinhamento e foco.\u00a0<\/span><\/p>\n<p><b>Leia tamb\u00e9m: <\/b><a href=\"https:\/\/teamguide.app\/blog\/como-definir-okrs\/\"><b><span style=\"color: #0000ff\">Descubra como definir OKRs eficientes e acess\u00edveis para a equipe se engajar em busca dos resultados<\/span><\/b><\/a><\/p>\n<p><span style=\"font-weight: 400\">Por isso, preparamos este artigo para que sua equipe que lida com o sucesso do cliente saiba aplicar a estrat\u00e9gia OKR seguindo um passo-a-passo simples e eficiente.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Confira e aprenda!<\/span><\/p>\n<h2><b>Por que os OKRs s\u00e3o importantes para o Customer Success?\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Os Customer Success OKRs s\u00e3o importantes por abordarem os objetivos da empresa com<\/span><b> foco, alinhamento entre as equipes e transpar\u00eancia<\/b><span style=\"font-weight: 400\">. Com OKRs, a \u00e1rea que lida com o sucesso do cliente enfrenta os desafios com agilidade e concentra\u00e7\u00e3o no que \u00e9 realmente importante.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Enquanto o Customer Success \u00e9 uma \u00e1rea, o <\/span><b>OKR \u00e9 uma metodologia que indica se o caminho rumo aos objetivos est\u00e1 certo<\/b><span style=\"font-weight: 400\">. Ele tem sua estrutura dividido por dois elementos:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>objetivo<\/b><span style=\"font-weight: 400\"> (objective): descri\u00e7\u00e3o do que se deseja alcan\u00e7ar;<\/span><\/li>\n<li style=\"font-weight: 400\"><b>resultados-chave<\/b><span style=\"font-weight: 400\"> (key-results): conjunto que define os resultados mensur\u00e1veis em dire\u00e7\u00e3o ao objetivo.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">J\u00e1 o Customer Success \u00e9 uma \u00e1rea que precisa:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">entender as necessidades dos clientes;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">solucionar problemas;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">se antecipar \u00e0s demandas dos clientes.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Dessa forma, a organiza\u00e7\u00e3o tem maiores chances de alcan\u00e7ar a satisfa\u00e7\u00e3o de clientes que podem se tornar recorrentes e defensores da marca. Para facilitar esse trabalho, <\/span><b>os OKRs trazem solu\u00e7\u00f5es estrat\u00e9gicas<\/b><span style=\"font-weight: 400\">, al\u00e9m de manter o prop\u00f3sito da empresa.<\/span><\/p>\n<figure id=\"attachment_6961\" aria-describedby=\"caption-attachment-6961\" style=\"width: 770px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-large wp-image-6961\" src=\"https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-estrategia-1024x682.jpg\" alt=\"customer-success-okrs-estrategia\" width=\"770\" height=\"513\" srcset=\"https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-estrategia-1024x682.jpg 1024w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-estrategia-300x200.jpg 300w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-estrategia-270x180.jpg 270w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-estrategia-150x100.jpg 150w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-estrategia.jpg 1280w\" sizes=\"(max-width: 770px) 100vw, 770px\" \/><figcaption id=\"caption-attachment-6961\" class=\"wp-caption-text\">Os OKRs trazem solu\u00e7\u00f5es estrat\u00e9gicas para a \u00e1rea de Customer Success.<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400\">Al\u00e9m disso, a estrat\u00e9gia OKR tem mais de <\/span><a href=\"https:\/\/teamguide.app\/blog\/10-beneficios-do-okr\/\"><span style=\"font-weight: 400\">10 benef\u00edcios<\/span><\/a><span style=\"font-weight: 400\"> que impulsionam a inova\u00e7\u00e3o e o trabalho colaborativo na busca pela boa experi\u00eancia do cliente.<\/span><\/p>\n<h2><b>Customer Success OKRs: como come\u00e7ar a usar essa metodologia?\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Agora que voc\u00ea j\u00e1 sabe o que \u00e9 OKR e como ele se relaciona com Customer Success, deve se perguntar: como aplicar essa metodologia na pr\u00e1tica?<\/span><\/p>\n<p><span style=\"font-weight: 400\">Em primeiro lugar, <\/span><b>\u00e9 necess\u00e1rio ter uma equipe de Customer Success <\/b><span style=\"font-weight: 400\">na empresa. Ela deve entender o comportamento dos clientes para definir quais s\u00e3o os problemas a serem resolvidos e quais s\u00e3o as oportunidades que precisam ser aproveitadas.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Depois, \u00e9 necess\u00e1rio pensar no objetivo, ou seja, naquilo que se quer alcan\u00e7ar. A descri\u00e7\u00e3o deve <\/span><b>gerar motiva\u00e7\u00e3o <\/b><span style=\"font-weight: 400\">para os colaboradores e <\/span><b>apresentar uma situa\u00e7\u00e3o poss\u00edvel de ser alcan\u00e7ada<\/b><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Juntamente ao objetivo,<\/span><b> os resultados-chave precisam ser evidenciados<\/b><span style=\"font-weight: 400\">. Mais uma vez, eles s\u00e3o um conjunto de dados quantitativos. Em outras palavras, eles precisam trazer n\u00fameros que indicam o progresso em dire\u00e7\u00e3o ao objetivo.<\/span><\/p>\n<p><span style=\"font-weight: 400\">O ideal \u00e9 que sejam poucos resultados-chave, como de 2 a 5.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Nesse sentido, a equipe de Customer Success chegar\u00e1 a f\u00f3rmula:<\/span><\/p>\n<p style=\"padding-left: 40px\"><i><span style=\"font-weight: 400\">N\u00f3s vamos<\/span><\/i><b><i> [objetivo]<\/i><\/b><i><span style=\"font-weight: 400\">, medido por <\/span><\/i><b><i>[resultados-chave]<\/i><\/b><i><span style=\"font-weight: 400\">.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400\">Outro fator relevante para o OKR \u00e9 que ele deve ser de curto prazo. Assim, a equipe poder\u00e1 se preocupar com poucos objetivos por vez, eliminar ambiguidades de tarefas e evitar repetir erros por um longo per\u00edodo.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Para saber mais sobre OKRs, assista ao v\u00eddeo abaixo:<\/span><\/p>\n<div class=\"ast-oembed-container\" style=\"height: 100%;\"><iframe title=\"METODOLOGIA OKR \ud83d\ude80 O que \u00e9 OKR? \ud83e\udd14 Como aplicar OKRs?\" width=\"500\" height=\"281\" data-src=\"https:\/\/www.youtube.com\/embed\/tju-38rTJfg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe><\/div>\n<h2><b>3 passos para aplicar a metodologia OKR com foco e organiza\u00e7\u00e3o<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Al\u00e9m de <\/span><a href=\"https:\/\/teamguide.app\/blog\/como-definir-okrs\/\"><span style=\"font-weight: 400\">definir o objetivo e os resultados chave<\/span><\/a><span style=\"font-weight: 400\">, os Customer Success OKRs precisam de outros cuidados para a sua correta implementa\u00e7\u00e3o. Confira a seguir!<\/span><\/p>\n<h3><b>1. Defina a dura\u00e7\u00e3o de cada ciclo<\/b><\/h3>\n<p><span style=\"font-weight: 400\">Os OKRs precisam ter ciclos definidos para que a equipe cuide dos objetivos mais importantes por vez.\u00a0<\/span><\/p>\n<p><b>Cada empresa tem uma cad\u00eancia pr\u00f3pria<\/b><span style=\"font-weight: 400\">. O importante \u00e9 que o tempo esteja adequado \u00e0 realidade da empresa e dos colaboradores.\u00a0<\/span><\/p>\n<h3><b>2. Fa\u00e7a check-ins durante o processo<\/b><\/h3>\n<p><span style=\"font-weight: 400\">Depois de definir a dura\u00e7\u00e3o de cada ciclo, defina datas para checar se o processo est\u00e1 no caminho certo. A checagem pode ser semanal ou mesmo di\u00e1ria.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Portanto, essas verifica\u00e7\u00f5es <\/span><b>devem ser r\u00e1pidas e avaliar o progresso <\/b><span style=\"font-weight: 400\">identificando erros e problemas que interferem na busca do objetivo.<\/span><\/p>\n<h3><b>3. Avalie os OKRs no final do ciclo<\/b><\/h3>\n<p><span style=\"font-weight: 400\">\u00c9 fundamental uma avalia\u00e7\u00e3o dos OKRs ao fim de cada ciclo, bem como uma de <\/span><a href=\"https:\/\/teamguide.app\/blog\/tipos-avaliacao-desempenho-organizacoes\/\"><span style=\"font-weight: 400\">desempenho dos colaboradores<\/span><\/a><span style=\"font-weight: 400\">. Essa avalia\u00e7\u00e3o deve <\/span><b>indicar os erros e acertos<\/b><span style=\"font-weight: 400\"> do processo para inspirar os pr\u00f3ximos OKRs.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Ela pode acontecer em uma reuni\u00e3o com a equipe que compartilhar\u00e1 as experi\u00eancias, desafios e conquistas com o projeto. Estamos falando de um momento valioso para a defini\u00e7\u00e3o de novos OKRs.<\/span><\/p>\n<figure id=\"attachment_6964\" aria-describedby=\"caption-attachment-6964\" style=\"width: 770px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-large wp-image-6964 lazyload\" data-src=\"https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-1024x684.jpg\" alt=\"customer-success-okrs\" width=\"770\" height=\"514\" data-srcset=\"https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-1024x684.jpg 1024w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-300x200.jpg 300w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-270x180.jpg 270w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-770x515.jpg 770w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-150x100.jpg 150w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs.jpg 1279w\" data-sizes=\"(max-width: 770px) 100vw, 770px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 770px; --smush-placeholder-aspect-ratio: 770\/514;\" \/><noscript><img decoding=\"async\" class=\"size-large wp-image-6964\" src=\"https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-1024x684.jpg\" alt=\"customer-success-okrs\" width=\"770\" height=\"514\" srcset=\"https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-1024x684.jpg 1024w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-300x200.jpg 300w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-270x180.jpg 270w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-770x515.jpg 770w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs-150x100.jpg 150w, https:\/\/teamguide.app\/blog\/wp-content\/uploads\/2022\/05\/customer-success-okrs.jpg 1279w\" sizes=\"(max-width: 770px) 100vw, 770px\" \/><\/noscript><figcaption id=\"caption-attachment-6964\" class=\"wp-caption-text\">A avalia\u00e7\u00e3o dos Customer Success OKRs podem acontecer em uma reuni\u00e3o com a equipe.<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400\">Ent\u00e3o, n\u00e3o ignore as falas dos colaboradores e pratique a <\/span><a href=\"https:\/\/teamguide.app\/blog\/comunicacao-assertiva\/\"><span style=\"font-weight: 400\">comunica\u00e7\u00e3o assertiva<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<h2><b>Exemplos de Customer Success OKRs para se inspirar<\/b><\/h2>\n<p><span style=\"font-weight: 400\">S\u00f3 para ilustrar, n\u00f3s mostraremos alguns exemplos de defini\u00e7\u00e3o de Customer Success OKRs. \u00c9 importante lembrar que cada organiza\u00e7\u00e3o deve criar o seu, considerando:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">a sua realidade;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">habilidades dos colaboradores;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">tempo dispon\u00edvel;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">recursos dispon\u00edveis.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Por isso, os exemplos abaixo servem apenas para<\/span><b> inspirar voc\u00ea a escrever os seus<\/b><span style=\"font-weight: 400\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Veja!<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Exemplo 1<\/b><\/p>\n<p style=\"padding-left: 40px\"><b>Objetivo: <\/b><span style=\"font-weight: 400\">Aumentar o n\u00edvel de satisfa\u00e7\u00e3o dos clientes com o atendimento.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 1: <\/b><span style=\"font-weight: 400\">diminuir o tempo m\u00e9dio de atendimento para 10 minutos.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 2: <\/b><span style=\"font-weight: 400\">aumentar em 50% o n\u00famero de chamados resolvidos em um \u00fanico atendimento.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 3: <\/b><span style=\"font-weight: 400\">reduzir em 60% o tempo de espera para atendimento.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\"><b>Exemplo 2<\/b><\/p>\n<p style=\"padding-left: 40px\"><b>Objetivo: <\/b><span style=\"font-weight: 400\">Ser uma empresa proativa com o sucesso do cliente.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 1: <\/b><span style=\"font-weight: 400\">recrutar 2 especialistas em Customer Success.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 2: <\/b><span style=\"font-weight: 400\">diminuir o n\u00famero de relatos mensais no Reclame Aqui para 10.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\"><b>Exemplo 3<\/b><\/p>\n<p style=\"padding-left: 40px\"><b>Objetivo: <\/b><span style=\"font-weight: 400\">Reter e encantar os clientes da empresa.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 1:<\/b><span style=\"font-weight: 400\"> atingir a pontua\u00e7\u00e3o de 80% no NPS.<\/span><\/p>\n<p style=\"padding-left: 40px\"><b>Resultado-chave 2: <\/b><span style=\"font-weight: 400\">aumentar a taxa de reten\u00e7\u00e3o em 30%.<\/span><\/p>\n<h2><b>TeamGuide: a plataforma certa para acompanhar os Customer Success OKRs<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Se voc\u00ea vai definir Customer Success OKRs e precisa se certificar de que a equipe esteja na dire\u00e7\u00e3o certa para atingir os objetivos, precisa conhecer o <strong><span style=\"color: #0000ff\">TeamGuide<\/span><\/strong>.<\/span><\/p>\n<p><span style=\"font-weight: 400\">TeamGuide \u00e9 uma ferramenta de gest\u00e3o de pessoas que oferece a possibilidade de <\/span><b>gerenciar a metodologia OKR ao integrar a equipe<\/b><span style=\"font-weight: 400\">. Al\u00e9m disso, a ferramenta tamb\u00e9m tem recursos visuais para acompanhamento do desempenho dos colaboradores.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Desse modo, o trabalho da lideran\u00e7a se torna mais<\/span><b> f\u00e1cil e \u00e1gil<\/b><span style=\"font-weight: 400\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Gostou e quer saber mais sobre como TeamGuide pode transformar a sua rotina com os OKRs? <\/span><strong><a href=\"https:\/\/teamguide.app\/gestao-metodologia-okr\/\"><span style=\"color: #0000ff\">Visite o site<\/span><\/a><\/strong><span style=\"font-weight: 400\"> e fale com um de nossos especialistas agora mesmo!<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Os Customer Success OKRs resolvem o problema de se definir v\u00e1rios objetivos na \u00e1rea e n\u00e3o conseguir acompanh\u00e1-los. Com eles, h\u00e1 organiza\u00e7\u00e3o, alinhamento e foco.\u00a0 Leia tamb\u00e9m: Descubra como definir OKRs eficientes e acess\u00edveis para a equipe se engajar em busca dos resultados Por isso, preparamos este artigo para que sua equipe que lida com &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/teamguide.app\/blog\/customer-success-okrs\/\"> <span class=\"screen-reader-text\">Customer success OKRs: guia para garantir a satisfa\u00e7\u00e3o de clientes<\/span> Leia mais &raquo;<\/a><\/p>\n","protected":false},"author":4,"featured_media":6962,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[46,1],"tags":[53,85],"class_list":["post-6960","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-desempenho","category-todos","tag-okr","tag-setores"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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