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CUSTOMER SUCCESS 
QUARTERLY BUSINESS REVIEW 
Chris Stinson 
VP of Customer Success 
September 5, 2014
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
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
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.
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
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
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.
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.
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
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.
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.
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.
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
PROTECT & GROW 
CUSTOMER REVENUE

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Quarterly Business Review Template

  • 1. CUSTOMER SUCCESS QUARTERLY BUSINESS REVIEW Chris Stinson VP of Customer Success September 5, 2014
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. PROTECT & GROW CUSTOMER REVENUE

Editor's Notes

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