QBRs – Quarterly Business Reviews

• Whos involved (as needed)
  • Customer Success Manager / Technical Acct Mgr
  • Sales Acct. Mgr
  • As required
    • Lead Tech, Tech Manager
    • Customer Loyalty Mgr
• Metrics
  • KPIs, Key Performance Indicators
    • CPU Usage
    • Ram Utilization
    • Storage allocation
    • Network / Bandwidth
• Current / Ongoing Issues / Satisfaction
  • Voice of the client
• New Technologies
• Future Growth
• Customer Feedback
• Recap, follow up items

Onboarding

• Introduce the team
  • Primary contacts
• Ensure delivery met PO specs (QA)
• Familiarize client with product and services
• Schedule trainings
• Summary Email

Ongoing Issues

• Project Manager
  • QdPM
  • SalesForce
  • Calendar

NPS Net Promotor Score

2 Questions

• On a scale of 0 to 10, what is the likelyhood that you will recommend us to a friend or collegue?
• Why did you rank the way you did?

Scoring Ranks

• Promoter 9 – 10
• (Passives) Neutral 7 – 8
• Detractor 0 – 6

Formula

%Promotors – % Detractors = NPS

Example:

If you survey 100 customers, and the result is made up of 70 promoters, 10 passives, and 20 detractors, your NPS would be 50.