Customer Success Leadership Community

QBR/EBR Questions

  • 1.  QBR/EBR Questions

    Posted 02-01-2021 13:26
    Right now we have a partnership slide that's goal is to address the partnership both on a macro and micro level. 

    What are your go-to 'What" and "How" questions in a QBR/EBR?  What area of the presentation do you reserve to ask these questions? How many do you ask? 

    In my mind, I'm looking specifically for more information on where we currently stand on delivering their desired outcomes and how we can improve the relationship. 

    Look forward to hearing your thoughts!


    #CustomerHealth
    #CustomerJourney
    #CustomerSegmentation
    #CustomerSuccess
    #IndustryData&Insights
    #Metrics

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    Michael Buccellato
    Enterprise Customer Success
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  • 2.  RE: QBR/EBR Questions

    Moderator
    Posted 02-01-2021 13:57
    Hi @Michael Buccellato I think our approach to EBRs may a bit different than others.​... in a nutshell, before the EBR we send a short assessment questionnaire to all the various constituents (key stakeholders, influencers, end users, etc) to be able to understand what is working well and what needs improvement. The assessment questionnaires (NAY "surveys") are persona-based, so that each contact is sure to get the questions that are appropriate for how they work/relate to us, and then we use Waypoint's TopBox software to put the right visualizations together of that feedback to clearly show we are listening and avoid wasting precious executive time in the EBR discussing problems. Instead, with this process we are focusing on Joint Success Planning in the meeting, where we establish priorities, assign action items, and establish the framework of the plan forward.

    Because we're transparent in sharing data, we have strong motivation for execs to attend.  As a result they can clearly see how and where they need to step up to support the "program." We are able to demonstrate value, show that we  are and are truly listening/supportive, ensure we are managing expectations clearly, and as a result we are creating strong relationships at scale with our clients such that when they inevitably leave to take on a new job we're not scrambling to keep the client. Instead we drive new sales from the new companies that our contacts eventually go to.

    Of course, to make this happen, there are key tasks for the CSM to drive participation in the process. Most of that work is automated, but still nothing like a phone call from the CSM to the client to explain the process and get them involved in driving up participation in the assessment process.  As a result of this, we see response rates to our assessments of 80%+, so we clearly see what we need to see with trustworthy and representative data.  

    An incredible ancillary benefit is that everyone across the company can see and "hear" the voice of the customer. They understand what's working and not working across patterns of accounts, and can focus on the right improvement priorities inside their own orgs. Alignment is easy when you're focused on the customer and don't need to make "I think we should..." statements and instead can focus on "I know..." priorities based on the data.

    I'm happy to share our template for those Assessment questionnaires.  Please reach out to me directly if interested...

    /Steve

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    Steve Bernstein
    Head of Voice-Of-Customer Programs at Waypoint Research Group
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  • 3.  RE: QBR/EBR Questions

    Posted 03-01-2021 11:21
    Hi Michael - Thanks for your question. And thanks for doing the work to make incremental improvements to the QBR/EBR process.

    Success for me in EBR/QBRs is about seeing the reality of the relationship. Here are some questions I've used to better understand whether customers and companies are having their needs met in the relationship: 

    What is working? What worked last time? What didn't work? What has changed? What did you think was important that turned out to be not as important? What did you think was unimportant that turned out to be important? What do other teams in your company think about this project? What jobs where you able to accomplish by doing business with us?  What suggestions do you have for other members of my team - support, product, sales, marketing, ops, leadership, etc?What got harder? What got easier? What is an example of us falling short of your expectations? What is an example of us exceeding your expectations? What was your peak experience in our relationship? What are you currently responsible for that we can help with? What are 3 areas of focus for the next 3 months? 

    How can we make it better? How can we measure that? How have things changed since we started working together? How is this project being evaluated? How are you being evaluated? How did it feel doing business with us? How do you think you compare to our other customers? How can we help you look better internally at your company? How likely are you to take us with you if you moved to a new company? How might we help you be more successful? How would you like to be connected to other customers like you that are getting even more value from the relationship - by phone, group meeting, etc? If the renewal was today, how likely are you to renew? If things go off the rails, how will we know? If things are fantastic, how will we know? How do you like to celebrate successes? 

    Once we see the reality of the relationship, we can communicate it to our company, teammates, and customers. Then we can come up with a plan for what to do about it and take action.

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    Jeremy Mulder
    Customer Success & Leadership
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  • 4.  RE: QBR/EBR Questions

    Posted 6 days ago
    Hi Steve, 

    We are currently revamping our EBR process and I would love to see your questionnaire template as well! We definitely want to ask the right questions in advance to make sure we have the appropriate agenda for all of the stakeholders present.  This questionnaire seems like that would be a great way to do it! I also love that it is "persona-based"! Have you learned what time frame works best and how far out in advance to send this before your meetings so you will have enough time to prep? Have you also learned any best practices on getting this information back since it is pertinent to the agenda of the meeting? 

    Thanks in advance! 

    Andrea 
    Enterprise Account Manager

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    Andrea Lindenmuth
    FMX
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  • 5.  RE: QBR/EBR Questions

    Posted 02-24-2021 08:39
    Hi @Steve Bernstein,

    I'm in the process of​ introducing QBRs to my company.  
    I like your approach to it being the voice of the customer, if you are happy to share your questionnaire templates, that would be a big help and hugely appreciated

    Thanks
    Byron

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    Byron Sacks
    Tech Connect
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  • 6.  RE: QBR/EBR Questions

    Posted 02-25-2021 09:30
    Hi Steve,
    I would love to see your questionnaire template as well. I have been refining our QBR process and I'm curious about asking the questions in advance. It seems like a really efficient process.  Thank you in advance for sharing!

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    Tricia Turk
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  • 7.  RE: QBR/EBR Questions

    Moderator
    Posted 02-24-2021 11:47
    Hi Byron -- Happy to provide details and I Just replied to you privately with my direct contact info. Happy to help as I always appreciate collaboration and networking!
    /Steve

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    Steve Bernstein
    Head of Voice-Of-Customer Programs at Waypoint Research Group
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  • 8.  RE: QBR/EBR Questions

    Posted 02-25-2021 10:19
    Business Reviews are so vital, but I'm finding my team is having a hard influencing the idea of a QBR/ABR with their clients. I, too, would welcome the opportunity to collaborate. Thank you!

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    Karen Bros
    TMBC
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  • 9.  RE: QBR/EBR Questions

    Moderator
    Posted 02-25-2021 17:35
    Happy to, @Tricia Turk I just sent you a link to an assessment template (questionnaire) along with a few questions​ to be able to provide the right resource(s) for your needs. I'm looking forward to helping out where I can... no stalking, no selling, just good networking and trying to add value!
    /Steve

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    Steve Bernstein
    Head of Voice-Of-Customer Programs at Waypoint Research Group
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  • 10.  RE: QBR/EBR Questions

    Moderator
    Posted 02-25-2021 17:54

    Hi @Karen Bros -- Happy to do my best to help!  My direct email is steveb (at) waypointgroup.org if you don't mind dropping me a quick note with what problem you are looking to solve (often that's info you don't want to post publicly) and I'll send over templates​ and/or resources we use.  
    /Steve



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    Steve Bernstein
    Head of Voice-Of-Customer Programs at Waypoint Research Group
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  • 11.  RE: QBR/EBR Questions

    Moderator
    Posted 6 days ago
    Hi Andrea -- Happy to provide details. Let's make this easier... my direct email is steveb@waypointgroup.org if you'd like to dive in more deeply. We leverage Salesforce to send the questionnaire at the relevant times for the account's own lifecycle, and generally that's ~3 weeks prior to the EBR so you can get the feedback in advance to prepare for the meeting.

    The key, as you mentioned, is gaining participation and to that end there's a simple process of engaging your champion in the account to gain participation. I'm happy to provide details on the messaging/talking-points for that as well (I hate throwing templates over the wall as they often need some context/explanation... drop me a note if interested!) as we gain 80%+ participation (response) rates with the approach. This means that you gain great insight into what's working and what needs to be addressed/improved for the account, while the rest of the business can rollup to cohorts with financial linkage to drive the right 1:Many improvement initiatives (such as product, processes, and relationships).

    /Steve


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    Steve Bernstein
    Head of Voice-Of-Customer Programs at Waypoint Research Group
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