How to Deliver an Executive Business Review!

CSM Practice - The Customer Success Podcast

Join Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podcast. This episode delves into the pivotal role of Executive Business Reviews (EBRs) in strategic business meetings, transcending the scope of typical Quarterly Business Reviews (QBRs). EBRs, as annual gatherings with a customer's executive team, are instrumental in synchronizing business visions and objectives.
Irit and Meenal provide a thorough guide on preparing, conducting, and following up on EBRs, offering invaluable insights for Customer Success Managers (CSMs) and team leaders seeking actionable advice. Meenal, leveraging her extensive experience in both presenting and attending EBRs, imparts wisdom on key components of an impactful EBR session.
Key topics include:

• Optimal EBR frequency based on customer profiles
• Distinctive attributes of EBRs versus QBRs
• Specific success indicators and metrics for EBRs
• The role of online questionnaires in EBR prep
• Aligning internal stakeholders on agenda and timeline
• A comprehensive breakdown of successful EBR meeting elements
• The accountability of Customer Success team leaders in EBRs

For an in-depth exploration of EBR best practices and more expert insights from Irit and Meenal, tune into this enlightening episode.
Watch the full episode here: https://youtu.be/S9VJ4VE8MIw

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Additional Resources:
⏬ Infographic: Executive Business Reviews: Essential Dos and Don’ts
https://bit.ly/3v1dxQk
⏬ Infographics: The Difference between QBR and EBR
https://bit.ly/3wF9Z73
🎥 Video: The Difference Between QBR and EBR
https://bit.ly/3SZitNG
🎥 Video: How to Develop a QUARTERLY BUSINESS REVIEW (QBR)
https://bit.ly/3InbJUS
🎥 Video: How to Capture BUSINESS OUTCOMES During a QBR
https://bit.ly/3IkN3MN
⏬ Infographics: The Essential Guide to Quarterly Business Reviews
https://bit.ly/42Zv73Y
📑 Blog: Turning Executive Business Reviews From Good To Gr

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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챕터

1. Intro (00:00:00)

2. CS Journey (00:02:06)

3. EBR segments (00:05:57)

4. QBR vs. EBR (00:07:36)

5. EBR Goal (00:08:27)

6. EBR preparation (00:11:35)

7. Steps after survey (00:14:19)

8. Before EBR (00:18:37)

9. Slides (00:20:02)

10. After Meeting (00:23:22)

11. EBR Don'ts (00:25:43)

12. EBR Attendees (00:28:27)

13. After an EBR (00:31:12)

14. New CSM training (00:33:25)