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Photo: Steve Johnson |
During the networking event we exchanged some great ideas on QBRs,
engaging executives and how to leverage data as a part of the discussion
without losing the focus or attention of the people in the room. Despite some
business specific variations, the HireVue model for QBRs appeared to resonate
with group. The HireVue model and the one I successfully leveraged at
SuccessFactors includes:
Introductions
and meeting objectives
Business
objectives and roadmap
Current
state analysis
ROI update
Usage and adoption review
Key challenges/obstacles
Success stories
Recommended
practices and case studies
Reverse
road map
Summary and
quarterly action plan - Call to action
One agenda item that few companies were including was the Reverse
Road Map. The typical Road Map topic, which many customers enjoy, is a forward
look at what you plan to build into the product. The Reverse Road Map is just
the opposite. In fast paced and innovative software as a service organizations
like HireVue, customers often can't keep up with the innovations in the
product. The Reverse Road Map allows the Customer Success Manager to talk
about the value created in the existing product and creates a path forward with the
customer to ensure that they are taking advantage of the newest features. A successful
Reverse Roadmap discussion highlights the business value of the key
features while not going too deeply into the specific technical elements. The technical
details and implementation implications can be discussed with the project team
during a follow up meeting. Additionally, the ideal Reverse Roadmap discussion
highlights just a few key business value features put in the context of
the organization's specific needs. It is not as effective when it is an exhaustive
list of everything released in the last six months or a recap of the Product
Release notes.
A well planned Quarterly Business Review can be a great opportunity for
Customer Success to help their customers lift their heads up from day-to-day
operations and issues management and refocus on the business objectives and ROI
of the software. In future posts I will highlight some of the key lessons
learned from some of my best and worst QBRs as well as provide insights into
facilitating an effective ROI conversation with senior leaders.
What
have you found to be effective during Quarterly Business Reviews?
About David Verhaag
David is the Vice President, Client Experience at Degreed, the lifelong learning platform. Prior to Degreed, David established and scaled the Customer Success function at Kahuna and HireVue and spent eight+ years with SuccessFactors where he led the development of the global Customer Value team. David lives on a sailboat in Half Moon Bay, CA.
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About David Verhaag
David is the Vice President, Client Experience at Degreed, the lifelong learning platform. Prior to Degreed, David established and scaled the Customer Success function at Kahuna and HireVue and spent eight+ years with SuccessFactors where he led the development of the global Customer Value team. David lives on a sailboat in Half Moon Bay, CA.
Follow on Twitter Connect on LinkedIn