Webinar Key Takeaways
- OKRs play a vital role in the customer centricity equation, alongside corporate values, leadership culture, and genuine interest.
- Customer centricity is increasingly challenging due to regulatory inflation and risk aversion, but remains crucial for business success.
- To create customer-centric objectives, ask: “How would you like your clients to describe you in one/two/three years?”
- Define relevant key results that indicate clear outcomes, not just tasks. This often requires questioning existing metrics.
- Support departments (e.g. finance, HR) can become more customer-centric by focusing on the value they bring to internal customers.
- Use OKRs as an opportunity to educate other departments on customer centricity and encourage cross-team collaboration.
- Avoid common pitfalls like over-focusing on financial results and managing OKR check-ins as blame sessions.
- Aim for 25-30% of key results to be shared between multiple teams to foster cross-departmental collaboration and customer focus.
