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We are reworking our tracking for Business Reviews and are trying to find the best approach. In the past, we have done CTAs and used playbooks to track actions and when a SBR occurred and one was planned. This process fell off and many of the CSMs feel that CTAs are cumbersome ways of tracking.

 

It has been proposed to rely on Timeline Entries and custom fields for the next SBR planned, but that causes gaps for reporting especially in the “planned SBRs and exception reporting” .

 

Below are the needs we have - anyone implement a process that has worked well for their org?

 

Here are our needs:

  1. Completed SBR's (a custom field on Timeline to indicate if it was the actual SBR vs prep/ meeting or a CTA with a custom field of the date)
  2. Planned SBR's (A custom field on company that CSM updates, but I can see this getting very outdated quickly and difficult on reporting since it would be overwritten each time a new one happens. Also difficult bc if cannot tie to the Timeline entry. CTA would be open CTA with a future SBR date)
  3. If account has Exec Sponsor. Were they invited?  Did they attend? (Timeline custom field if the exec sponsor attended. With CTA, the timeline would be attached to CTA)
  4. Exception Report / Accounts with no SBR planned date. filtered by tier. (If custom field is in the past or null or is not in the next XYZ timeframe. Or if no open CTA in the next months)

Following...facing similar questions on my end! We’re going back and forth between CTAs or Timeline. Currently think of leaning towards Timeline + dashboard reporting to give visibility on “days since last QBR,” or something along those lines.

@sarahmiracle yep - the timeline for us would work if we were just concerned about when something happened in the past. The biggest gap that we are finding with timeline though is the planned SBRs and what happens if they get moved out etc.

@andreammelde @sarahmiracle 

Current org - we just use Timeline activities and report on how long it’s been since one happened.  Including a report showing when one was expected to happen based on our cadence.

Previous org - we fired CTAs at first, and then, moved to Timeline activity and a CTA if one hadn’t happened in X amount of time as a risk. 

@heather_hansen when you say “report on how long it’s been since one happened”, did you create a new field + a rule to load that field that tracks this count for you? Or, are you doing something in Data Designer or Report Builder to get this count?

We decided the best way for how our team works is to do timeline activity type “Business Review” and then we have a custom field on the timeline that indicates if its prep, the meeting, or follow-up. From there, I updated the rule that populates a custom field on the company for the max date of the activity where type = business review and phase = SBR meeting. The “Last Business Review” field is displayed on the C360.

 

We still are struggling a bit with “when they occur”, but for now this gets us a better line of sight of how long it has been since the last one occurred. 

 

It would be great to have a calendar integration so that CSMs could sync some calendar invites to GS for that visibility

@gopal_rao_kallepu just bringing this to your attention.

@sarahmiracle yep!  Created a field on the Company object and use a rule to populate the date, and then, if I need to do a count of days, just usually build a formula field in the report itself.  

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