What are Customer Facing (Collaborative) OKRs?
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?
Miscommunication and misunderstanding between vendor and customer
A unified understanding gap of customer needs from all vendor's customer-facing departments
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
Clean, declarative overview of the projects worked on within a quarterly snapshot
Executive reporting friendly organization because the structure is based on the OKR goal management model
Big picture understanding of customer’s project activities
Encapsulates each project in 1-todo list to historically track communication engagements
A scalable approach to customer project documentation
Easy to understand transparency, visibility on projects for both vendor and Customers
Better internal customer-facing team alignment
Easier to do customer account retrospectives (QBRs, etc)
Tactical Advantages
Todo-items are assignable to people for better accountability
Todo-items allow for setting due dates
Can check off items that are done
Rearrange (Drag-drop) todo-items based on priority
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
- Preview05:53
Instructor
![Alex Cho](data:image/svg+xml,%3Csvg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64"%3E%3C/svg%3E){kind=avatar}
- 3.7 Instructor Rating
- 12 Reviews
- 45 Students
- 2 Courses
MY BACKGROUND
1. Currently, I am a Technical Customer Success Manager in the Business Intelligence and Data Science field.
2. Recently, I was a self-taught software developer specialized in JavaScript web development for close to 2 years. (I am still practicing software development on the side)
3. Prior to this career path, I was in Software Sales for close to 3 years.
4. Moreover, I've attempted to run a wholesales mobile accessories e-commerce business as a co-founder, Director Sales at LTEMP.
5. I also was a strategic advisor for early-stage start-ups like Twic - AI, and CompassionLeaders.
6. Before starting my professional career, I've accumulated 5+ years in leadership roles at different non-profits.
WHAT ARE MY CREDENTIALS?
What differentiates me from other more "professional" Udemy Instructors is that I am quite average and normal:
1. I went to San Francisco State University, double majored in Linguistics and Philosophy vs Ivy League schools or UCs (Stanford, UCLA, etc)
2. I don't have a technical background (unless you count competitive video gaming - CS, Warcraft, Starcraft, etc ;)
WHAT'S IN IT FOR YOU?
Everything I teach will be very practical and it comes from a laymen's perspective, therefore, it will hopefully be more relatable to the broader audience.
Because in the end, you and I are not that different, therefore, you can achieve similar or greater outcomes than me with the information I share.