As client engagement is one of the most critical responsibilities of CSM, it becomes necessary to gauge the stakeholder attending the different kinds of meetings at the set cadence.
Unlike other meetings, QBR (Quarterly Business Review) meetings are highly strategic and attract the executive stakeholders such C-level executives, product owners or vertical heads from customer’s organization. Entire effort of planning and executing these meetings needs to be proactive.
Often this management segment of the stakeholders will have nothing to do with micro-level detailing of the project and its happenings but something at large scale with cumulative outcomes which can be measured periodically.
Here are some of the important elements while planning and executing the QBR meetings:
These meetings and their cadence should be planned while being mindful of the calendars of each stakeholder. Not only cadence but the agenda needs to be set precisely with the fixed items with provisions to accommodate spontaneous topics.
Knowing the quarterly cadence of the meetings - it will be wise to send advance notification about the schedule at least once one or two weeks before the calls.
02. Value Addition
Value addition regarding your contribution to the project as CSM and the return on investment by utilizing subscribed products or services needs to be highlighted and presented in the form of quantitative data points spread across previous and current quarters.
03. Differentiating Factors
Present the differentiating factors against the competitors in the form of analytics and measurable metrics to present realistically how your offerings are helping customers to realize their short-term and long-term goals.
04. Business Goals
Discuss the business goals and how your offerings helped customers' business goals. Including any of the new products or services in the discussion will be good, which can further expand the subscription ecosystem, adding more value to customers.
You may also consider bifurcating the short-term and long-term goals and their current state through utilizing products/services.
05. NPS Score
Presenting the data and numbers specific to Net Promoter Score will be in the best interest of the attendees.
06. Health Report Metrics
Of course, knowing its strategic nature, we cannot present an entire (lengthy) health report. Still, essential highlights include product usage, critical security or performance metrics, how well tickets were served in the last quarter, and any feedback received.