CS Leadership Office Hours Thursdays 11:30 am ET
Sign Up ›
Office Hours

Executive Business Reviews in Customer Success

May 22, 2020

CS Leadership Office Hours is a 1-hour Zoom every Thursday at 11:30am EST. It connects B2B SaaS customer success leaders in an open-dialogue to solve challenges.

SIGN UP HERE

TOPIC: Executive Business Reviews


Enterprise (Greater than $50k ACV)

Facilitator: Sheryl Hawk, Customer Imperative

ONE ACTION TO IMPLEMENT
Begin working with Champion to build an EBR that will draw the Economic Buyer to the meeting. Ensure that you cover: Industry Benchmarks and ROI when applicable.

SESSION NOTES:
🚨 What tactics are people using to get your Economic Buyers to attend the EBR?
↠ Work with your champion to provide content that is meaningful to the EB ↠ Have the company Exec Sponsor reach out and invite the customer EB ↠ Conduct EBRs in a cadence that works for the EB

🚨 How is feedback from the EBR captured and communicated to the rest of the company?
↠ For Enterprise accounts typically senior company leadership attends (including, Product Management, Marketing, Exec Sponsor) so they are able to hear the feedback directly.


SMB (Less than $50k ACV)

Facilitator: Nils Vinje, Glide Consulting

ONE ACTION TO IMPLEMENT
Draw a timeline on a whiteboard or a piece of paper and plot your Business Review points on the timeline. You'll get a feeling pretty quickly for whether or not you are doing them at the right interval. There's something about seeing a timeline visually that helps you gain perspective.

SESSION NOTES:
🚨 How often should you be doing Business Reviews for the SMB customers? ↠ Collective answer - It depends :).
↠ Some people do them quarterly and some do them 2x a year. One company did them at 90 days after implementation and then again at 90 days prior to renewal and that's it.

🚨 What data should you include in a Business Review for an SMB customer?
↠ The data that should tell the story of the value your product/solution is delivering. Customers will never think about all of the amazing things your product/solution does for them and it is your job to remind them of this great value.

Schedule a Complimentary Evaluation

We specialize in defining and implementing revenue growth strategies through customer success.
Early Stage
We are market ready. Customer success is next. 
Schedule Consultation
Growth Stage
We need customer success to meet our growth goals.
Schedule Consultation
Mature Stage
We need to evolve to next generation customer success.
Schedule Consultation

Participate in the Discussion

Subscribe and join over 15,000 followers for customer success content