The quarterly business review led by Chris Stinson covered objectives, metrics, overall health, and onboarding processes for customer success. Key attendees included executives from Buzzly and Monastic Software, with discussions on enhancing inbound marketing and tracking customer goals. The review emphasized the importance of active user participation, onboarding efficiency, and maintaining communication on product roadmaps and upcoming plans.

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