Introduction
Engaging effectively with your customers during Executive Business Reviews (EBRs) is crucial for building strong relationships and ensuring alignment on key priorities. By using pre-EBR surveys, you can gather valuable insights into what matters most to your customers, ensuring that their pressing topics and priorities are addressed during the meeting. This article will guide you through the process of using pre-EBR surveys to align customer priorities, building on the foundation of collecting and reviewing customer goals, and setting the stage for collaborative success planning.
Why does this matter?
Using pre-EBR surveys to align customer priorities is important for several reasons:
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Enhanced engagement: Understanding customer priorities ensures that EBRs are relevant and focused on what matters most to them.
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Improved satisfaction: Addressing customer priorities during EBRs demonstrates that you value their input, leading to higher satisfaction and trust.
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Proactive issue resolution: Identifying and discussing customer concerns early helps in resolving issues before they escalate.
How to get started
To effectively use pre-EBR surveys to align customer priorities, follow these steps:
Step 1: Design your survey
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Identify key topics: Determine the most critical topics and priorities to include in the survey. Focus on areas that will provide valuable insights for the EBR.
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Create a survey template: Develop a standardized survey template that can be used for all customers, ensuring consistency in the data collected.
Step 2: Distribute the survey
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Schedule survey distribution: Send the survey to customers a few weeks before the EBR, allowing ample time for responses.
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Use automated tools: Utilize tools like Email Assist to automate the survey distribution process and set clear deadlines for completion.
Step 3: Analyze survey responses
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Review and categorize responses: Analyze the survey responses to identify common themes and priorities. Categorize the data to facilitate easy reference during the EBR.
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Prepare the EBR agenda: Use the survey insights to structure the EBR agenda, ensuring that the most pressing topics are prioritized.
Step 4: Share and discuss results
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Communicate survey findings: Share the survey results with your customers ahead of the EBR, so they are aware of the topics and priorities to be discussed.
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Engage in meaningful discussions: During the EBR, use the survey findings to guide the conversation and address customer priorities effectively.
Gainsight features you'll need
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Surveys: To collect customer priorities and topics for the EBR.
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Timeline: To document and track survey responses and EBR agendas.
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Distribute Surveys: To publish and distribute the surveys.
What’s next?
With customer priorities aligned through pre-EBR surveys, you are well-prepared to conduct effective Executive Business Reviews. The next step is to drive success through collaboration by fostering regular alignment and planning sessions with your customers. Stay tuned for our upcoming article on collaborative customer success planning, which will provide strategies for aligning efforts and achieving shared goals.
Further reading and inspiration