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How to focus on the present moment
How to cultivate empathy and understanding towards others
How to set personal and professional goals
2. Research
Considering that your QBR is a report card of sorts that is full of goal attainment reports and new goal establishment, this is not the time for surprises. You’ll likely have key stakeholders at your account in the meeting with you. Ensure that you’ve reviewed as many data points about the account before your meeting. Check things like:
- Account notes
- Support case history
- Usage data
- NPS/CSAT or other survey data
- Escalated account history
- Open project plans
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MORE IDEAS ON THIS
1. SMART Goals
SMART goals are goals that are:
Specific: Stick with clear and well-defined goals
Measurable: Ensure that the goal has a meaningful outcome that can be tracked/reported.
Achievable: The goals you set with your c...
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3 Tips to Up your QBR Game
Quarterly Business Reviews (QBRs) are absolute table stakes for any Customer Success strategy. I’ve written before, about the importance of QBRs and over time, the QBR remains the mainstay of assuring the value is de...
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3. Follow Through
Document, document, document. And document some more! Leverage your company’s CRM tool as much as you can. If you find that doesn’t work have a look at Evernote to see if it might meet your needs.
Do what you say, say what you’ll do: This seems self-explana...
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