What are Customer Facing (Collaborative) OKRs?

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.