Internal Quarterly Kickoffs

Mary Kate Morrison
Mary Kate Morrison Member Posts: 2 Seeker
Second Anniversary
edited August 2023 in CS Operations Conversations

Hi! We recently implemented internal CS QBRs as part of our quarterly GTM kickoff weeks. Curious if folks have a specific format that has worked very well for the QBRs and/or other content/workshops/etc. that have proven to be valuable during GTM kickoff weeks.

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  • Heather Wendt
    Heather Wendt HLAdmin, Member Posts: 333 Gain Grow Retain Staff
    100 Likes Second Anniversary 25 Insightfuls 10 Comments

    Tagging in @Julie Fox @Amanda Watson @Dan Ennis @Bob London - any feedback here? Thanks!

  • Damien Duval
    Damien Duval Member Posts: 2 Newcomer
    First Comment Photogenic

    Hi,

    Could you develop why CS QBRs are integrated into GTM kickoff weeks in your organization?

    On my side, we have WBR, MBR and QBR to manage CS activities (forecast, résults, etc.)

  • rdesmarais
    rdesmarais Member Posts: 14 Navigator
    10 Comments 5 Insightfuls Photogenic

    I am going by memory here but we had an internal QBR deck template we used in our customer success organization and the slide format included:

    1. revisiting the performance outcomes the CSM had set out to achieve in the previous QBR. Were they met or not?
    2. outlining the ARR expansion opportunities forecasted for the upcoming quarter. CSM is expected to go into enough detail and include any threats or roadblocks
    3. outlining the logo retention risk or ARR risk in play for the upcoming quarter. CSM is expected to explain what is being done about this and clearly articulate a plan.
    4. one slide outlining key data such as forecasted GRR and NRR performance in the upcoming quarter
    5. outlining the objectives and goals being set for the upcoming quarter which fall in line with the team goals. For example, how many EBRs and PPMs do you intend to conduct? How many customers do you intend to convert to a referenceable account? What specific expansion opportunities do you intend to close and for which customers? Etc., etc.

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