Customer relationships are the foundation of customer success, and for many CS professionals, meetings are how you building those relationships. But while meetings may be the best way to get facetime (virtual or otherwise), each customer session needs to be run effectively. Customers want to know that you value their time, and there’s no better way to do that than to set a clear agenda for every meeting.
This is our library of agenda templates for all of the most common meetings that customer success professionals attend, from discovery calls all the way to helping customers thrive in your product. The agenda templates below are pulled from our library of 50+ meeting agendas which you may find helpful for your other meetings as well. 👇
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?
Does the customer have any problems with our products or services? Identify all risks that may lead to customer disengagement or churn.
What specific goals does the client want to achieve before the next customer check-in? How can we help?
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?
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?
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:
Contract Sign Date:
What is the main business objective of the customer? How do they generate revenue?
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?
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?
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?
List all actionable steps and the team member responsible for each one. Refer to "Defining Success" section for help.
What are the next steps for the customer? Is any training required?
Is there any other information worth sharing?
It’s good for the employee to feel ownership of their one-on-one because the meeting is primarily for their benefit. So, rather than having a manager set the agenda every time, the majority of the agenda should be driven by the employee. Of course, there should still be opportunities for managers to lead the conversation, especially when it comes to topics like coaching and performance. Using a meeting notes app that allows for easy, collaborative agendas can help.
Yes. The word one-on-one is always hyphenated, regardless of whether it is used as a noun, adjective, and adverb.
Writing all three hyphenated words out as one-on-one can be tedious. For brevity in your calendar invites, try using: "1:1" or "Name <> Name."