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Quarterly Business Review Template

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Use this Quarterly Business Review template to help engage your customer in a meaningful dialogue about their success using your product. Specifically designed for SaaS providers, this QBR template has all the slides you need to summarize your customer's use of your product and tie that back to their overall goals. The template is easily customized and has everything you need from the agenda to goal setting, outstanding items, tracking against metrics, health scores, activity scores and even NPS scores.

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Quarterly Business Review Template

  1. 1. CUSTOMER SUCCESS QUARTERLY BUSINESS REVIEW Chris Stinson VP of Customer Success September 5, 2014
  2. 2. AGENDA 1. ATTENDEES 2. REVIEW OBJECTIVES 3. COMPLETED, OUTSTANDING, & NEW ITEMS 4. METRICS 5. OVERALL HEALTH 6. USER HEALTH 7. ONBOARDING 8. SUPPORT TICKETS 9. NPS 10. PRODUCT ROADMAP 11. 90-DAY PLAN
  3. 3. ATTENDEES James Cameron, VP of Marketing, Buzzly Chris Carleton, Director of Marketing, Buzzly Cari Richards, Chief Customer Officer, Monastic Software Jeff Mona, Senior Account Manager, Monastic Software Tip Be sure to include an executive from your customer. And likewise bring an executive from your side as well
  4. 4. REVIEW OBJECTIVES STRATEGIC: Augment outbound marketing effort with an inbound strategy to increase marketing’s contribution to revenue. GOALS: Ramp inbound team, deploy campaign infrastructure, launch first campaign in Q3. METRICS: 250 Leads in Q3 resulting in 50 Sales Qualified Leads (SQLs). Tip Refresh the customer’s objectives at each QBR. Their goals will change over time. RISKS: Starting from scratch. Failure to ramp according to plan may derail the effort.
  5. 5. COMPLETED, OUTSTANDING, & NEW ITEMS OUTSTANDING ITEMS NEW ITEMS Integrated Google Analytics Retargeting creative finalized UTM tracking deployed Automated email follow-up workflow SEO review of new web pages (raised in last call) Additional items COMPLETED FROM LAST QBR
  6. 6. METRICS Jan Sales Qualified Leads Q3 2014 Goal 25 23 30 37 35 42 Feb Mar Apr May Jun Tip It’s very important to clearly state (and track) that you understand your customer’s ultimate goals. Their success is your success. Deploy & Onboard
  7. 7. REVIEW OVERALL HEALTH ACTIVITY Health vs. Activity Health & Activity Scores Health Notes HEALTH 60 42 HEALTH ACTIVITY All power users are in good health. All key contacts are in good health. Only 7 of 11 seats are highly active. Poor background signals are hurting account health. Overall seat health is normal. Health is good but activity is relatively low 50+ is a good Health Score. 33 and below is a low activity score. Tip This slide essentially delivers the executive summary. Earmark plenty of time because it should trigger a number of conversations.
  8. 8. UTILIZATION & USER HEALTH 80% of seats are active, 75% of those are healthy SEAT ACTIVITY NAME TITLE LAST ACTIVE EVENTS John Rode Marketing Director 51 mins ago 1,319 Meredith Birchfield Campaign Manager 7 weeks ago 108 Christopher Gooley Marketing Data Analyst May 29 90 Cory Watilo Sr. Manager, Customer Marketing Apr 23 76 Sarah Smith VP, Sales June 13 68 June Day Public Relations Manager Aug 30 54 Jack Green Jr. Marketing Director Nov 1 42 Karen Loveday Consumer Services Manager Jan 17 39 David Jones Executive Marketing Director Feb 2 23 Tip When reviewing usage with your customer, be sure to remove old employees and non-users to keep your metrics fresh.
  9. 9. YOUR ONBOARDING PROGRESS 7 Critical On-boarding Steps EVENT ADOPTION WHO’S DONE IT WHO HASN’T DONE IT COMPLETED PROFILE 7 PEOPLE 4 PEOPLE UPLOADED CONTACTS 11 PEOPLE 0 PEOPLE CUSTOMIZED DASHBOARD 4 PEOPLE 7 PEOPLE CREATED ALERTS 3 PEOPLE LINKED TWITTER ACCOUNT 11 PEOPLE SENT FIRST CAMPAIGN 4 PEOPLE 7 PEOPLE Tip Poor onboarding is a leading cause of churn. Be sure to review onboarding steps thoroughly with customers. 8 PEOPLE 0 PEOPLE
  10. 10. YOUR TICKET REQUESTS REFLECT YOUR HIGH USAGE LEVELS TICKETS 20 TOTAL 9 ROUTINE 8 EDUCATION 3 SLA & BUGS Tip Engaged users explore your app and issue tickets as they do. Let customers know high ticket count can be a good thing.
  11. 11. 3 OF YOUR USERS ARE BIG PROMOTERS 9 Martin Jones is a detractor 10 Samantha Smith is a promoter 9 Chris Means is a promoter 5 Adam Young is a passive 4 May White is a passive NPS 9 Tip While NPS is not predictive of churn, it is a great tool to measure customer loyalty. NPS scores are most powerful when tracked over time.
  12. 12. ROADMAP OUTBOUND ANALYTICS DATA MANAGEMENT Q3 Q1 Q2 Advanced Lead Scoring Sender Scores Creative Commons Web Analytics Integration Social Signals V1 Dashboards Data Export Tip It’s notoriously difficult to get product teams to publish a roadmap. But customers love it. Just be sure to tell them it will change over time.
  13. 13. 90-DAY PLAN 30 DAYS 60 DAYS 90 DAYS Joint Call: Map email flow Itemize web page inventory Deploy email flow Write/deploy meta tags Tip Recast what has been discussed so customers know you’re on the ball. Go ahead and type it in live while you’re in the meeting. New reporting requirements
  14. 14. PROTECT & GROW CUSTOMER REVENUE

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