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Customer Success

Agenda Templates

The best meeting agenda templates for aligned, forward-thinking teams

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Customer Check-In

Better understand your clients' needs and the value you can provide to them.
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Customer Check-In
,  Wednesday, August 18
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Review

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.

Positive Highlights

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?

Key Takeaways

List all insights and actionables worth sharing with other departments.

Summary

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.


Customer Feedback

Drive your product in the right direction with this customer feedback template.
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Customer Feedback
,  Wednesday, August 18
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Quick Review

What does the customer use our product for? What challenges does it solve?

Session Objective

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?

Favorite Benefits

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?

Feature Requests

Did the customer have any feature requests? Turn this list into tickets for the appropriate teams right from here.

Bugs

Did the customer mention any product bugs, errors, or issues? Share these with the appropriate teams right from here.

Key Takeaways

In 3 bullet points or less, what were your main insights from this customer feedback session?

Customer Hand-Off

Understand your clients better, accomplish objectives faster, and earn trust quicker.
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Customer Hand-Off
,  Wednesday, August 18
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Team Information

Customer Success Manager:

Sales Team Member:

Other Key Stakeholders & Their Roles:

Customer Background

Customer Name:

Industry/Sector:

Company Size:

Contract Sign Date:

Contract Length:

Customer Goals

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?

Defining Success

How does the customer define success? What are the short-term objectives (and their steps) to help us get there?

Key Metrics

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?

Growth Opportunities

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?

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