What has changed since your last customer check-in? Review recent events and key metric updates to gain an up-to-date, accurate understanding of your client.
How has our team helped this client achieve their goals since their last customer check-in? How can we improve these factors?
Concerns, Shortcomings, or Risks
Does the customer have any problems with our products or services? Identify all risks that may lead to customer disengagement or churn.
Objectives for Next Meeting
What specific goals does the client want to achieve before the next customer check-in? How can we help?
Opportunities to Increase Engagement / Upsell
Are there opportunities to increase the value we provide this customer?
List all insights and actionables worth sharing with other departments.
In 1-2 sentences, summarize the current state of the customer so other team members can understand our relationship with them. Consider the information above, key metrics, and overall sentiment.
What does the customer use our product for? What challenges does it solve?
What is the purpose of this meeting? Do you want to focus on certain aspects of the product?
General Product Performance
From 1-5, how well does our product suit the customer's needs?
What are the customer's favorite features and benefits at the moment?
Room for Improvement
How can we make the customer's experience better? How would the customer change our product?
Did the customer have any feature requests? Turn this list into tickets for the appropriate teams right from here.
Did the customer mention any product bugs, errors, or issues? Share these with the appropriate teams right from here.
In 3 bullet points or less, what were your main insights from this customer feedback session?
Customer Success Manager:
Sales Team Member:
Other Key Stakeholders & Their Roles:
Contract Sign Date:
What is the main business objective of the customer? How do they generate revenue?
Why Our Solution?
What challenges or pain points does our product solve for the customer? What benefits or features are they most interested in?
How does the customer define success? What are the short-term objectives (and their steps) to help us get there?
How do we measure success along the way? What metrics (such as Average MRR, # of Users, and other KPIs) should be discussed?
Work & Communication Style
What is the customer's ideal working relationship? What is the best way to contact them?
How can we tailor the product or experience to better suit the customer?
Red Flags & Risks
Is the customer migrating from a competitor? Why? Were there any hesitations or hiccups encountered during the sales process? How can we ensure these don’t happen during and after the customer handoff?
Next Steps for Team
List all actionable steps and the team member responsible for each one. Refer to "Defining Success" section for help.
Next Steps for Customer
What are the next steps for the customer? Is any training required?
Other Important Notes
Is there any other information worth sharing?