What are Customer Facing (Collaborative) OKRs?
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What are Customer Facing (Collaborative) OKRs?

Achieve vertical and horizontal alignment between customer and vendor's internal customer facing teams
0.0 (0 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
1 student enrolled
Created by Alex Cho
Last updated 3/2020
English
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Current price: $12.99 Original price: $19.99 Discount: 35% off
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This course includes
  • 2.5 hours on-demand video
  • 1 downloadable resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • OKR goal management framework
  • OKR in a customer facing purpose
  • Project management concepts
  • Basecamp 3
  • Manage project task life cycles
  • How to align customer and vendor goals
  • Goal management techniques
Requirements
  • None, if you just want to learn what this concept is about
  • Create a free Basecamp 3 account if you want to follow along
Description

What's the problem?

  1. Miscommunication and misunderstanding between vendor and customer

  2. A unified understanding  gap of customer needs from all vendor's customer-facing departments

  3. Lack of organization and structure when handling customer problems

What is the CF-OKR framework solution?

To help achieve vertical and horizontal alignment between customer and vendor's internal customer-facing teams

What tools can help support this framework?

In this course, we will use Basecamp 3 as the optimal project management tool for both vendors and customers to practice this framework

What are the benefits of this framework using Basecamp 3?

Strategic Advantages

  1. Clean, declarative overview of the projects worked on within a quarterly snapshot

  2. Executive reporting friendly organization because the structure is based on the OKR goal management model

  3. Big picture understanding of customer’s project activities

  4. Encapsulates each project in 1-todo list to historically track communication engagements

  5. A scalable approach to customer project documentation

  6. Easy to understand transparency, visibility on projects for both vendor and Customers

  7. Better internal customer-facing team alignment

  8. Easier to do customer account retrospectives (QBRs, etc)

Tactical Advantages

  1. Todo-items are assignable to people for better accountability

  2. Todo-items allow for setting due dates

  3. Can check off items that are done

  4. Rearrange (Drag-drop) todo-items based on priority

  5. Comment discussion thread on individual todo-item


And more detailed benefits are presented in this course.

Who this course is for:
  • Customer Success Managers
  • Account Executives
  • Implementation Managers
  • Product Managers
  • Project Managers
  • Program Managers
  • Onboarding Specialist
  • Or anyone trying to break into the aforementioned role to use this framework during interviews
Course content
Expand all 22 lectures 02:43:37
+ What Does It Take To Implement CF-OKRs?
4 lectures 40:09
What are the requirements to implementing CF-OKRs?
12:11
What are the strategic advantages of CF-OKRs?
15:52
What are the drawbacks of CF-OKRs?
07:31
+ What are Customer Facing OKRs (CF-OKR)?
6 lectures 26:29
What benefits of CF-OKRs for customer-facing reps?
06:16
How do you achieve vertical and horizontal alignment with CF-OKRs?
04:30
How does CF-OKR become a re-usable component within an organization?
03:13
How does CF-OKRs promote a culture of documentation?
03:02
How does CF-OKRs allow you to understand the big picture?
03:54
+ How do you apply OKRs in a customer facing role?
6 lectures 41:59
How do you apply S.M.A.R.T. goal to CF-OKR design?
04:05
How to manage the state of CF-OKRs through the 5Ws and 1H question method?
06:40
How to apply the DRY principle to CF-OKR design?
06:06
How to apply the DOT principle to CF-OKR design?
07:06
How should you structure CF-OKRs for customers?
10:19
How to structure customer-facing communication?
07:43
+ How do you apply CF-OKRs to all customer facing departments?
3 lectures 24:31
How do you apply CF-OKRs in the Sales stage?
08:12
How do you apply CF-OKRs in the Technical-Sales stage?
04:59
How do you apply CF-OKRs in Implementation or Professional Services?
11:20