[Cusomer] [Vendor] Business

Review Replace everything in

brackets with your
actual info
[Today’s Date]
 Anything special you worked on for
and/or with the customer to drive
customer success. ● Executive Summary

Agenda ● Accomplishments
● Strategic Programs

It’s a mix of what happened and

● User Engagement
what’s going to happen. Offer
insights they wouldn’t get ● Application Stability
elsewhere!
● Next Review’s Goals
Metrics that walk through how
much users use your product Sometimes things go wrong in the product
(breadth and depth). that affect the users. Explain root cause
and remediation succinctly and confidently.
Attendees
● Jane Doe, IT Executive ● Sally Success, Customer Success
Manager
● John Doe, IT Service Owner
● Margie Manager, Customer Success
● Jack Doe, IT Support
Director
● Alice Account, Account Executive
Customer stakeholders

Vendor stakeholders
 Confirm all elements still apply
… highlight changes since last
Success Canvas review

Company Highlights Objectives

Key Challenges Key Benefits Milestones Success Criteria Measures of

Actions & Dates Success
 Key point you want
them to remember!
Growth continues across user and usage metrics

3,283 650+ 835

Executive Licensed users (540+) Power users
(70+)
Free users

Summary

Metrics are a mix of what the

customer wants to see … and
what they should see to
reinforce they made the right
decision by choosing your
product.
38% 59% 96%
Users using the mobile Licensed users using 2+ Login rate last 90 days
app (+1%) features (+1.5%)
[ Use this section to provide color-commentary on the above metrics especially if this will be
distributed to other stakeholders who will not be at the meeting. ]
 Useful when you need something from
the customer to enable the user base
Accomplishments fully.

Goal Results Asks

All current users enabled Promote the CS resources to new

✓
Launch through webinars and internal users through end of year.
version 2
community.

Passed 90% of assessment and Launch InfoSec status to users in

✓ Pass InfoSec provide remediation steps and Q2.
documentation for last 10%.
 Highlight special projects you
did for and/or with the
customer to drive home the
strategic relationship.

[Strategic Program Exec summary: [ Hit them with the synthesized

results of the project and the value gleaned. Use

#1] subsequent slides to back up the statement with

quantitative metrics and qualitative customer
feedback if relevant. ]
 Use the title to emphatically state a
positive fact. Use this slide format as Use Insight, Goal, and Recommendation to
much as required for a single strategic guide the customer to the next step to
project grow adoption and value.

Users logged in 30% more after version 2 launch

Insight: The Marketing
department was “tip of the spear”
Prove it with data! in version 2 adoption.

Goal: Ensure other departments

Insert chart here get comparable value quickly.

Recommendation: Highlight the

Marketing Department’s results
across the different departments
during the next intra-company
webinar.
 Same format as Strategic
Programs. Highlight users who
stand out and say great things
about your product

User Engagement Exec summary: [ Hit them with the synthesized

usage results. Could be login rate, breadth of
features used, how long they are in-app, etc. Use
subsequent slides to back up the statement with
quantitative metrics and qualitative customer
feedback. ]
 Include 3-5 metrics slides like
this one that you and the
customer jointly care about.

Feature usage continues to grow across user base

Insight: Users are adopting newer
features faster than 1 year ago.
Prove it with data!
Goal: Continue adoption trend in
Q2.
Insert chart here
Recommendation: Share roadmap
with power users, so they can plan
ahead and deploy features upon
release.
 Pictures are memorable Titles matter. Try and get the
and humanizing! highest title you can to extrapolate
strategic value.

User Success Stories Capture problem, solution, and

outcomes … the more quantifiable
the better!
Jane Doe | Operations Director | IT

“[Include a really amazing quote from the user about how your product has enabled
unparalleled value for her business.]

John Doe | Finance Director | Business Unit A

“[Include a really amazing quote from the user about how your product has enabled
unparalleled value for her business.]
 If you application had zero outages or
hiccups -- show that off! If not, explain
factually and succinctly.

Application Exec summary: [ Include dates, duration, impact,

remediation, and strategic changes that are being

Stability made for continual improvement. Short and

sweet is best! ]
 What you want to accomplish with the
customer between now and the next
review.

Goals
May - July 2019
 Socialize with customer ally prior to
review. Link it back to your insights and
goals from previous slides.
Goals
Priority Goal Target Outcomes Customer Lead
[ Customer contact you’ll
[ Discrete measurements
Hi/Med/Low Joint goal #1 according to SMART approach ] work with to accomplish the
goal ]

[ Customer contact you’ll

Hi/Med/Low Joint goal #2 [ Discrete measurements work with to accomplish the
according to SMART approach ]
goal ]

In the meeting, discuss and agree upon the right

priority for each goal with the customer. Add
additional goals if necessary during the review.
 Best to nail down during the live
Dates for Next Review meeting rather than doing it over email
later. Planning ahead may enable in-
person review opportunities rather than
● Choice #1 over video or (gasp) just audio.

● Choice #2
● Choice #3
Thank you!