Quarterly Business Review

QUARTERLY BUSINESS REVIEW

Chris Stinson VP of Customer SuccessSeptember 5, 2014

CUSTOMER SUCCESS

AGENDA

1. ATTENDEES

2. REVIEW OBJECTIVES

3. COMPLETED, OUTSTANDING, & NEW ITEMS4. METRICS

5. OVERALL HEALTH

6. USER HEALTH

7. ONBOARDING

8. SUPPORT TICKETS

9. NPS

10. PRODUCT ROADMAP

11. 90-DAY PLAN

ATTENDEES

Jeff Mona, Senior Account Manager, Monastic Software

James Cameron, VP of Marketing, Buzzly

Chris Carleton, Director of Marketing, Buzzly

Cari Richards, Chief Customer Officer, Monastic Software

Tip

Be sure to include an executive from your customer. And likewise bring an executive from your side as well

GOALS: Ramp inbound team, deploy campaign infrastructure, launch first campaign in Q3.

METRICS: 250 Leads in Q3 resulting in 50 Sales Qualified Leads (SQLs).

RISKS: Starting from scratch. Failure to ramp according to plan may derail the effort.

STRATEGIC: Augment outbound marketing effort with an inbound strategy to increase marketing’s contribution to revenue.

REVIEW OBJECTIVES

Tip

Refresh the customer’s objectives at each QBR. Their goals will change over time.

COMPLETED, OUTSTANDING, & NEW ITEMS

OUTSTANDING ITEMS

NEWITEMS

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

METRICS

Jan

Sales Qualified LeadsQ3 2014 Goal

2523

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

REVIEW OVERALL HEALTHA

CTIV

ITY

HEALTH

HEALTH ACTIVITY

60 42

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 vs. Activity Health & Activity Scores Health Notes

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.

UTILIZATION & USER HEALTH

SEAT ACTIVITY

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

80% of seats are active, 75% of those are healthy

NAME TITLE LAST ACTIVE

EVENTS

Tip

When reviewing usage with your customer, be sure to remove old employees and non-users to keep your metrics fresh.

YOUR ONBOARDIN

GPROGRESS

7 Critical On-boarding Steps EVENT ADOPTION WHO’S DONE IT WHO HASN’T DONE

ITCOMPLETED 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

YOUR TICKET REQUESTS REFLECT YOUR HIGH USAGE

LEVELSTICKE

TS

20TOTAL

9ROUTINE

8EDUCATION

3SLA & BUGS

Tip

Engaged users explore your app and issue tickets as they do. Let customers know high ticket count can be a good thing.

3 OF YOUR USERS ARE BIG PROMOTERS

Martin Jones is a detractor9

Samantha Smith is a promoter10

Chris Means is a promoter9

Adam Young is a passive5

May White is a passive4

NPS9

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.

ROADMAP

OUTBOUND

ANALYTICS

DATAMANAGEMENT

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.

90-DAYPLAN

30DAYS

60DAYS

90DAYS

Joint Call: Map email flow

Itemize web page inventory

Deploy email flow

Write/deploy meta tags

New reporting requirements

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.

PROTECT & GROW CUSTOMER REVENUE