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Business Project Management OKR

What are Customer Facing (Collaborative) OKRs?

Achieve vertical and horizontal alignment between customer and vendor's internal customer facing teams
Rating: 0.0 out of 50.0 (0 ratings)
5 students
Created by Alex Cho
Last updated 3/2020
English
English [Auto]
30-Day Money-Back Guarantee

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

6 sections • 22 lectures • 2h 43m total length

  • Preview05:53

  • Preview14:11
  • What are the top challenges on an individual level?
    10:25

  • What are the requirements to implementing CF-OKRs?
    12:11
  • What are the strategic advantages of CF-OKRs?
    15:52
  • Preview04:35
  • What are the drawbacks of CF-OKRs?
    07:31

  • Preview05:34
  • 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 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 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

Instructor

Alex Cho
Technical Customer Success Manager
Alex Cho
  • 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.


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