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Ensure your CSMs are managing their book of business effectively. Use this CSM QBR template to have your CSMs present their quarterly business review - discuss the current state of their book of business, previous quarter performance, next quarters forecast, professional development and reflection. 


This is a great way to ensure your CSMs are spending time on the right work. 


It's critical to have your CSMs conduct these internal reviews as it assists with:


  • Accountability: Quarterly book reviews provide a platform for CSMs to be held accountable for their performance and the health of their account portfolios. By reviewing key metrics, progress against goals, and the overall status of customer accounts, leadership can assess individual and team performance and provide feedback as needed.

  • Performance Evaluation: Book reviews allow leadership to evaluate the performance of CSMs and their account portfolios on a regular basis. By analyzing customer health scores, retention rates, upsell/cross-sell opportunities, and other relevant metrics, leadership can identify areas of strength and areas for improvement and take corrective actions as necessary.

  • Strategic Alignment: Quarterly book reviews help ensure that the activities of CSMs are aligned with the strategic objectives of the organization. By reviewing account plans, customer goals, and initiatives, leadership can ensure that CSMs are focused on driving outcomes that are in line with the company's overall vision and priorities.

  • Resource Allocation: Book reviews provide insights into the resource needs of the customer success team. By reviewing account workloads, customer needs, and support requirements, leadership can allocate resources effectively to ensure that customers receive the appropriate level of attention and support.

  • Identifying Trends and Patterns: Quarterly book reviews enable leadership to identify trends and patterns across customer accounts. By analyzing common challenges, opportunities, and successes, leadership can develop strategies and initiatives to address recurring themes and drive overall improvement in customer outcomes.

  • Risk Management: Book reviews help identify and mitigate risks within the customer base. By reviewing account health scores, customer feedback, and potential churn indicators, leadership can identify at-risk accounts early and develop strategies to retain and expand those relationships.

  • Knowledge Sharing: Quarterly book reviews provide an opportunity for CSMs to share insights and best practices with leadership and their peers. By highlighting successful strategies, lessons learned, and areas for improvement, CSMs can contribute to the collective knowledge of the organization and drive continuous improvement in customer success practices.

  • Continuous Improvement: Quarterly book reviews contribute to a culture of continuous improvement within the customer success organization. By reviewing performance metrics, analyzing customer feedback, and sharing learnings from customer interactions, leadership and CSMs can identify opportunities for optimization and innovation to drive better outcomes for customers and the business.

Customer Success Manager QBR

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