Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn: • What the blueprint for a flawless Customer Business Review (aka QBR) looks like • How do the best CSMs leverage QBRs to create responsible customers • What is a maturity model, and how to develop your own and introduce it in QBRs

2. GET YOUR
TWEET ON AND
JOIN THE
CONVERSATION.
#CSWEBINAR
@GETAMITY
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A LITTLE
HOUSE
KEEPING @IRITEIZIPS

3. GETAMITY.COM/DEMO

4. Irit Eizips, CEO
CSM Practice
• A Customer Success
evangelist and CEO for CSM
Practice, passionate about
customer success (and that of
yours)
• CSM Practice can provide
hands-on management
consulting to help you design
and implement a customer
success program and systems
that best fits your unique
business model
@iriteizips
http://snip.ly/6cgy9
csmpractice.com/blog
facebook.com/csmpractice

5. THERE’S A PROBLEM…

8. “YOUR TECHNOLOGY
PRODUCES NO VALUE…
UNLESS YOUR
CUSTOMER CHANGES
THE WAY THEY WORK”
Greg Daines, CEO of Client Velocity
https://soundcloud.com/successlylive/...

9. YOU’RE IN THE RIGHT SESSION IF…
Understand how to help clients make the changes they need to maximize value
from your technology and services

10. YOU’RE IN THE RIGHT SESSION IF…
Want to drive your clients to become accountable for their own success

11. YOU’RE IN THE RIGHT SESSION IF…
Get concrete advice you can use in your QBRs to achieve higher value faster for
your clients by effectively driving client accountability

12. The missing playbooks in your Quarterly Business Review
Customer Accountability

13. BE EXPLICIT!
This Photo by Unknown Author is licensed under CC BY-SA

14. • Let your clients know how they fair
against others
• Promote awareness:
• Processes needing change
• Resources they need to dedicate
• Training they need to take
• Establish a long term vision and
a trusted advisor relationship with
you
QBR Advanced Playbook #1:
A Scoring Model

15. QBR Advanced Playbook #2:
Business Outcome Roadmap
• Make a list of the top business outcomes your clients can achieve with you
• Be specific – make a list of different outcomes for different industries or client
lifecycle
• Outline a step by step approach to accomplishing this outcome:
• Processes that need to change
• Team resources that your client might need to hire or outsource
• Training they should consider taking
• Anything else your best of breed clients do and the rest don’t

16. Christy Augustine, CCO
BloomReach

17. THE BEGINNING
When did your team start using a maturity model and success plans?

18. MATURITY MODEL
Could you share an example of a maturity model that your team is using and walk
us through your thought process in creating one?

19. BLOOMREACH MATURITY MODEL
Retail
Use Cases No use cases defined for site
optimization and data-driven
approach
Some actions being tried -
limited strategy, more instinct
driven
Use cases identified with some
actions taken
Data-driven use cases Team efficiency gains through
multiple uses cases driven by
data and results/ activity tracked
Data Inputs Basic data inputs to algos –
infrequent and limited product
feeds and basic pixel data (not
full deployments)
High quality pixel and feeds
offered with limited updates and
basic attributes
Frequent data updates to
account for product churn with
good set up attributes for
product grid quality
Full set of online attributes but
missing offline data
Utilizes offline and online data
with maximum data attributes
offered
Quality Quality is based on gut feel Quality based on gut with rules
optimization to improve
Quality based on data metrics Quality based on data metrics
with roadmap for data and algo
improvements
Defined benchmarks for quality
with consistent testing via
reporting and user groups
Innovation Rules based site optimization;
No personalization
Rules based site optimization
with analytics informing changes
Human optimization with some
machine optimization - siloed
Human optimization and
Machine Optimization; Test
Cases for attributes and
campaigns
Human and Machine
Optimization – with no siloed
tech
Team Small team identified to
experiment – mostly one internal
team
No executive sponsor
Small team of program owners
with expertise on a few use cases
Program manager driving cross-
functional goals across 2-3 teams
Start of change management
across all organizations for site
optimization
Cross-functional team with
defined roadmap for site
optimization with slots on IT
roadmap
Executive sponsor with vision for
program innovation
Training No training completed Initial onboarding with some
team training
Use case driving product training
to drive change management
Team captains identified and
cross-functional training in place
Team captains leading internal
training sessions cross-teams
1
Initial Start
2 3 4 5
Best in Class

20. MATURITY MODEL
What are the main benefits a CSM can gain in using a maturity model during a
QBR session?

21. SUCCESS PLANS
How does your team uses Success Plans to promote customer accountability
towards their success.?

22. BLOOMREACH MERCHANDISING
Customer Outcome
BloomReach Merchandising
Improve my customer experience and revenue through faster decision making and better team
efficiency by leveraging human intelligence and machine learning
Overall Outcome
Objectives
Improve team
efficiency through
adoption of data-
drive tools
Drive innovation and
revenue through
deployment of
machine learning
algos
Achieve best-in-class
availability and
latency of systems
and data
Obtain high quality
results for our
customers
Barriers
Lack of system
visibility
Lack of visibility into
historic tests,
roadmap
Need for change
management for
adoption
Data provided in feed
and on site
Capabilities
Deploy new algos
each quarter and
communicate well
Build team captains
and develop quick
wins to celebrate
Roll out monthly
relevance reporting
with data needs
highlighted
Achieve support
portal usage and
share operational
reports

23. BLOOMREACH MERCHANDISING
Success Plan
BloomReach Merchandising
Improve my customer experience and revenue through faster decision making and better team
efficiency by leveraging human intelligence and machine learning
Overall Outcome
Drive innovation through
deployment of machine
learning algos
Improve team efficiency
through adoption of data-
driven tools
Obtain high quality results
for our customers
Achieve best-in-class
availability and latency of
systems and data
Share where the customer
stands on algorithms
deployed, tested, and available
Identify common use cases
with the customer; Share
common use cases we’ve seen
customers get wins on
Understand gaps between
data offered, data availability,
what our systems need
Understand customer goals
and benchmarks of
comparable systems and data
needs for algos
Share product roadmap with
customer and identify their
priorities
Train on key use cases and
identify a few learning
captains
Develop a roadmap for
customer to get us data
needed
Provide monthly reporting on
key metrics to tie to customer
goals and data progress
Communicate tests and
recently deployments in QBR –
with screenshot examples
Track activities and wins with
the customer
Train on ranking diagnostics
and tools for customer control
of quality
Report on continuous
improvements coming out of
our product roadmap
High Touch Customers:
Brainstorm session on
innovation ideas
Celebrate data-driven wins
across the customer
organization
Share monthly relevance
report and celebrate wins if
customer improvements
offered
Met with IT and Business team
members quarterly to review
overall data
Objectives
Tasks

24. THE IMPACT
Since your team started using success plans and maturity models, what is the
impact you see in client’s? On the CSM team?

25. SCALING QBRS
Did you incorporate these tools in your CS Operations system? What was the
goal? What was the value for the CSM team? What was the value for
management?

26. TIPS TO ‘GETTING STARTED’
In thinking about the process of developing these tools, what were some of the
key steps you took to develop them? Could you share your approach?

27. GET YOUR
TWEET ON AND
JOIN THE
CONVERSATION.
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28. 1. Use the scoring model in every QBR to
demonstrate where the client is in their
journey to becoming a better. Follow up with
meeting notes and a success plan to achieve a
higher score
2. Show a list of business outcomes and ask
your client – ‘Which ones might be relevant
or high priority for you?’. During the QBR
show a suggested roadmap to achieving the
outcome and open a discussion for next steps
both you and the client (!) need to take place
to accomplish it.
KEY ‘TAKE AWAY’S

29. Q & A

30. THANK
YOU/