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CUSTOMER SUCCESS
QUARTERLY BUSINESS REVIEW
Molly Barber
Customer Success Manager
November 17, 2015
AGENDA
1. INTRO
2. ATTENDEES
3. METRICS
4. USER AND OVERALL HEALTH
5. NEW FEATURES
6. UPCOMING FEATURES
7. [REDACTED] ROAD...
ATTENDEES
[REDACTED]
[REDACTED], VP Customer Success
[REDACTED], Senior Manager, Customer Education
[REDACTED], Marketing,...
METRICS
Course RegistrationsCompletions
Session time
(hours)
Completion
Rate
[REDACTED] 979 344 896 35.1%
[REDACTED] 388 1...
METRICS
0
2000
4000
6000
8000
10000
12000
Set up your WorkflowMax
account
WorkflowMax Advisor
course
WorkflowMax Setup for...
METRICS
0
50
100
150
200
250
300
350
400
450
500
Set up your
WorkflowMax account
Maximising using
WorkflowMax
WorkflowMax ...
USER/OVERALL HEALTH
0
50
100
150
200
250
300
350
400
1 3 4 5 6 7 8 9 10 11
Last Activity Date per user, per course, per mo...
CUSTOMER SUCCESS
Here are some things I’d recommend considering or updating to
improve your user and customer experience:
...
NEW FEATURES
• Students feature
• Live Training
• Analytics Enrollments list
• Certificate customization
• Status link
• Z...
UPCOMING FEATURES
• SalesForce App
• Do you use SalesForce? n/a
• User management improvements
• Certificate customization...
[REDACTED] ROADMAP
• What does the rest of 2015-2016 look like for [REDACTED]
training?
• [REDACTED]
• [REDACTED]
Confiden...
QUESTIONS
• Do you have any questions?
• Questions for you:
• [REDACTED]
Confidential
NEXT QBR
• Next QBR: February
• Any items you’d like reviewed next time
• Any other feedback
• Follow-ups/Next steps
Confi...
CUSTOMER SUCCESS
QUARTERLY BUSINESS REVIEW
Molly Barber
Customer Success Manager
November 17, 2015
THANK YOU!
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Customer Success Quarterly Business Review (QBR) Template

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An example of Skilljar's customer success process.

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Customer Success Quarterly Business Review (QBR) Template

  1. 1. CUSTOMER SUCCESS QUARTERLY BUSINESS REVIEW Molly Barber Customer Success Manager November 17, 2015
  2. 2. AGENDA 1. INTRO 2. ATTENDEES 3. METRICS 4. USER AND OVERALL HEALTH 5. NEW FEATURES 6. UPCOMING FEATURES 7. [REDACTED] ROADMAP 8. QUESTIONS/DISCUSSION 9. NEXT STEPS/NEXT QBR
  3. 3. ATTENDEES [REDACTED] [REDACTED], VP Customer Success [REDACTED], Senior Manager, Customer Education [REDACTED], Marketing, Copywriting, Content Strategist [REDACTED], eLearning Specialist Skilljar Molly Barber, Customer Success Manager
  4. 4. METRICS Course RegistrationsCompletions Session time (hours) Completion Rate [REDACTED] 979 344 896 35.1% [REDACTED] 388 191 180 49.2% [REDACTED] 238 166 228 69.7% [REDACTED] 203 159 304 78.3% [REDACTED] 51 6 29 11.8% [REDACTED] 28 19 8.4 67.9% [REDACTED] 19 4 6.6 21.1% [REDACTED] 15 5 5 33.3% [REDACTED] 1 0 0.2 0.0% Total 1922 894 1657.2 46.5% Confidential
  5. 5. METRICS 0 2000 4000 6000 8000 10000 12000 Set up your WorkflowMax account WorkflowMax Advisor course WorkflowMax Setup for Advisors Maximising using WorkflowMax Developing Custom Print Templates Invoicing and Financial Time entry in WorkflowMax - The Hub Using WorkflowMax for The Hub Total Lesson Views per Course Confidential [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED]
  6. 6. METRICS 0 50 100 150 200 250 300 350 400 450 500 Set up your WorkflowMax account Maximising using WorkflowMax WorkflowMax Setup for Advisors WorkflowMax Advisor course Time entry in WorkflowMax - The Hub Developing Custom Print Templates Using WorkflowMax for The Hub Invoicing and Financial Completion Rates (quartiles) per Course 0-25% 26-50% 51-75% 76-100% Confidential [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED]
  7. 7. USER/OVERALL HEALTH 0 50 100 150 200 250 300 350 400 1 3 4 5 6 7 8 9 10 11 Last Activity Date per user, per course, per month Confidential
  8. 8. CUSTOMER SUCCESS Here are some things I’d recommend considering or updating to improve your user and customer experience: • Customize your course catalog header – learn more • Add catalog tags – learn more • Removing the “Free” text on the course tile, to do this add into your Global head snippet in Theming the following: <style> .storefront-price { display:none; } </style> Confidential
  9. 9. NEW FEATURES • Students feature • Live Training • Analytics Enrollments list • Certificate customization • Status link • Zapier connections • Bulk Promo Codes • Training Course Completion Email Notifications Confidential
  10. 10. UPCOMING FEATURES • SalesForce App • Do you use SalesForce? n/a • User management improvements • Certificate customization • Analytics Improvements • Feature enhancements – anything you would like to request? • [REDACTED] • [REDACTED] Confidential
  11. 11. [REDACTED] ROADMAP • What does the rest of 2015-2016 look like for [REDACTED] training? • [REDACTED] • [REDACTED] Confidential
  12. 12. QUESTIONS • Do you have any questions? • Questions for you: • [REDACTED] Confidential
  13. 13. NEXT QBR • Next QBR: February • Any items you’d like reviewed next time • Any other feedback • Follow-ups/Next steps Confidential
  14. 14. CUSTOMER SUCCESS QUARTERLY BUSINESS REVIEW Molly Barber Customer Success Manager November 17, 2015 THANK YOU!

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