I’ve been working in Customer Success and Product Advisory for a while and I’m looking to see if you the community brain could help me with the following items:
An example template QBR/EBR agenda / slide presentation
An example template for Customer Journey (either the process or a created one)
A Discord or slack community chat server to connect with other CSM professionals
In addition, would be fantastic if someone had experience using a content management technology that they’d recommend.
PS - Gainsight is fantastic!
-Rafael
Best answer by gunjanm
@sai_ram thanks for tagging. @Rafael here are invites to a couple great Slack communities:
An EBR deck agenda should typically follow the mapping of the customer journey. There should be reference to previously documented goals and objectives, action items that both the customer and the company are held accountable to taking in order to get there, tracked progress and completion of those objectives, benchmarking against other customers, and other key insights determined.
This is, of course, assuming a SaaS business. It can just be so unique to any particular business.
I recently hosted a presentation on building a customer journey which also included a template. Here’s the presentation:
I don’t have a template for a QBR that I can share but there are a bunch of resources for this online. Here are a quick few that I’ve used in the past:
As far as journey mapping, when I was working at InsightSquared, we used a consultant to create our journey map. She gave a presentation at Pulse 2018 along with one of my colleagues about the experience and what came out of it. Slides | Audio
An EBR deck agenda should typically follow the mapping of the customer journey. There should be reference to previously documented goals and objectives, action items that both the customer and the company are held accountable to taking in order to get there, tracked progress and completion of those objectives, benchmarking against other customers, and other key insights determined.
This is, of course, assuming a SaaS business. It can just be so unique to any particular business.
This was absolutely fantastic. I’ve joined the slack communities and shared the resources with my team. I’ll get back to you if you have any questions and hope to support others as well.
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