One Team. One Goal. One Growth Story.
Why Now
Market is moving fast; customers want reliability + value
We have the people, products, and trust — now we need focus + momentum
Goal: ₹25 CR annual turnover + ₹25 Lakhs team bonus at goal
North Star & Non-Negotiables
North Star
Win and grow customer value, not just deals
Non-Negotiables
Speed, Accuracy, Empathy (S.A.E.) in every interaction
A.I.M.
Automate | Innovate | Momentum — every week
Company OKRs (9-Month)
Hit ₹25 CR run-rate by Month 9
- KR1: M3 ₹18 CR run-rate | M6 ₹22 CR | M9 ₹25 CR
- KR2: MoM revenue growth ≥ 8% (avg)
- KR3: Avg deal cycle reduced by 20%
Delight Customers, Grow Retention
- KR1: CSAT ≥ 92%, NPS ≥ 50
- KR2: NRR ≥ 105%, Logo churn ≤ 1%/mo
- KR3: 100% QBRs for Top-50 accounts, 80% for Top-200
Cash Engine & Discipline
- KR1: DSO ≤ 35 days; 95% invoices accurate first time
- KR2: Renewal 90/60/30 playbook live; 85% on-time renewals
9-Month Roadmap
Phase 1 (M1–M3): Foundation
Fix funnel, SLAs, onboarding, dashboards
Phase 2 (M4–M6): Acceleration
3× leads, upsell motions, churn-zero plays
Phase 3 (M7–M9): Scale
5× leads, enterprise lighthouse wins, margin lift
Cross-Dept Flywheels
Lead
MDO
Win
Sales
Onboard
Tech/Support
Value
CS/Ops
Renew/Upsell
Sales
Referrals
→ MDO
Weekly WBR (Wed): 60 min, same metrics, same truth, no excuses
Customer Communication Standards (S.A.E.)
Speed
P1 FRT ≤ 15 min; P2 ≤ 30 min; Sales lead touch ≤ 1 hr
Accuracy
Clear next steps, owner, and ETA in every message
Empathy
Acknowledge impact, confirm understanding, close the loop
Voice of Customer (VoC) + CSAT
- CSAT after every ticket; follow-up within 24 hrs if <4/5
- Monthly VoC review: top 5 frictions → top 5 fixes
- Publish Win/Loss + CSAT wall internally every month
Retention & Value Program
Health Score
Per account (usage, tickets, CSAT, spend, risk)
QBRs
ROI summary, roadmap preview, optimization plan
Executive Sponsor
For Top-50 accounts; Renewal 90/60/30 cadence
Department OKRs & Plays
Sales OKRs
Objective: Consistently hit new-biz + expansion to fuel ₹25 CR
Key Results
- KR1: Pipeline coverage 3.5× quarterly target, every month
- KR2: Win rate +5pp; Cycle time –20%
- KR3: 30% revenue from upsell/cross-sell (Acronis, Email, upgrades)
Initiatives
- ICP + tiered pricing; referral engine from CSAT promoters
- Deal Desk for >₹10L opportunities; weekly call-coaching
- MEDDICC light for qualification; proposal library
Sales Collab & Cadence
With MDO
1-hr weekly Lead Quality Sync; MQL→SQL SLA: 24 hrs
With Tech/Support
Pre-sales solutions huddles; "no-surprise" handoffs
With Finance
Pricing guardrails; discount approvals within 24 hrs
Daily
90-min call blocks; Fri pipeline inspection
Marketing & Demand (MDO) OKRs
Objective: 5× inbound by Month 9, 3× by Month 6
Key Results
- KR1: M3 2× MQLs | M6 3× | M9 5× (baseline = Jan'25 avg)
- KR2: SQL conversion ≥ 30%; CAC –20%
- KR3: 2 lighthouse case studies/quarter; 1 webinar/month
Initiatives
- SEO + content sprints (VPS/Dedicated/Acronis/Email)
- Performance ads with offer hooks; review-harvesting campaigns
- ABM for Top-100 accounts; Partner co-marketing
MDO Collab & Cadence
With Sales
Feedback loop on ICP, messaging, and offers
With CRM/RevOps
UTM + attribution; no-leak routing
With CEO Office
Narrative, PR, awards, events calendar
Tech/Engineering/Provisioning OKRs
Objective: Provision fast, run reliable, enable scale
Key Results
- KR1: VPS TTP ≤ 1 hr; Dedicated ≤ 24 hrs (95th pct)
- KR2: Uptime ≥ 99.95%; P1 MTTR –30%
- KR3: Automate 70% routine setups; zero "missed steps"
Initiatives
- IaC/scripts for panels, licensing, security baselines
- Golden images per SKU; change-management & rollback plans
- Reliability council (Zabbix, PagerDuty, StatusCake insights)
Support/NOC OKRs
Objective: CSAT 92%+, first-time right, proactive care
Key Results
- KR1: CSAT ≥92%; FCR ≥75%; backlog –30%
- KR2: P1 FRT ≤15 min; P2 ≤30 min; MTTR –25%
- KR3: Deflection +20% via KB & guided flows
Initiatives
- Runbooks for top 20 incident types; weekly post-mortems
- Customer heartbeat emails; WhatsApp proactive alerts
- KB factory: 10 new/updated articles per week
Finance OKRs
Objective: Cash confidence, clean books, growth fuel
Key Results
- KR1: DSO ≤ 35 days; 95% on-time renewals
- KR2: Billing accuracy 99.5%+; disputes <1%
- KR3: Gross margin +3pp via packaging and waste reduction
Initiatives
- Smart dunning sequences; UPI/online payment ease
- Pricing/discount guardrails; quarterly SKU margin review
- Forecasting: weekly bookings → collections map
CRM / RevOps OKRs
Objective: One truth, zero leakage, speed everywhere
Key Results
- KR1: 100% lead-to-owner routing in <15 min
- KR2: Data hygiene score >95%; duplicate rate <1%
- KR3: Executive dashboard live (Rev, CSAT, NRR, DSO) updated daily
Initiatives
- SLA alerts (breach pings to owners)
- Playbooks: MQL→SQL, Handoff to Onboarding, Renewal 90/60/30
- Win/Loss tags to feed MDO messaging
HR / People Ops OKRs
Objective: Capacity, capability, culture
Key Results
- KR1: Hire Acronis Backup Admin & Monitoring Admin by M2
- KR2: Sales & Support academies (2 cohorts/quarter)
- KR3: Engagement score +10 pts; regrettable attrition <8%
Initiatives
- Incentives: 1% team bonus mechanics + role-wise accelerators
- Competency matrix & L&D paths; manager coaching
- Recognition flywheel: weekly wins, monthly awards
Admin / Ops OKRs
Objective: Tools, compliance, friction out
Key Results
- KR1: Vendor SLAs audited quarterly; compliance 100%
- KR2: Cost –5% via smart procurement
- KR3: Collaboration stack uptime 99.9%
Initiatives
- Contract calendar, auto-renew controls
- Office/remote productivity standards; security checklists
Cross-Team Plays (Must-Win)
Onboarding Excellence (M1–M3)
"T-7 to T+14" journey mapped; NPS at day-30 >50
Renewal & Expansion Engine (M2–M9)
Health scores + QBRs + ROI stories → NRR ≥105%
Referral Flywheel (M3–M9)
Ask every CSAT=5 customer; 10% of new revenue via referrals
Enterprise Lighthouse (M4–M9)
6 strategic wins; publish 4 case studies
Metrics & Cadence
Daily
Sales standup, NOC huddle
Weekly (Wed WBR)
Revenue, pipeline, CSAT, MTTR, DSO
Monthly
VoC + Win/Loss + Product/Packaging review
Quarterly
OKR reset, talent review, budget tune
Dashboards (Single Source of Truth)
Executive
Rev, Growth, NRR, CSAT, DSO (real-time)
Sales
Pipeline by stage, age, source; forecast vs target
Support
FRT, FCR, MTTR, backlog, CSAT trends
Finance
AR aging, renewals, margin by SKU
MDO
MQL→SQL, CPL, CAC, channel ROI
Risks & Mitigations
Lead quality variance
→ Tight ICP + feedback loop
Provisioning delays
→ Golden images + change discipline
Price pressure
→ Value ROI deck + packaging tiers
People bandwidth
→ Hiring plan + automation + L&D
What Changes Monday
SLAs live (Sales, Support, Finance, RevOps)
Renewal 90/60/30 cadence starts
Weekly WBR calendar sent; dashboard links pinned
All managers own Top-5 improvements per month
What Success Looks Like
Faster deals, happier customers, stronger cash flow
Team that learns weekly and wins daily
₹25 CR as a milestone — and not the ceiling
Call to Action
One Team. One Goal. One Growth Story. आज से—हर दिन—A.I.M. करो: Automate | Innovate | Momentum.
WIPL 25 CR Mission 9-Month Cross-Functional Plan