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Customer Success Community and Resources

  • 4 December 2020
  • 6 replies
  • 358 views

Hi Everyone!

I’ve been working in Customer Success and Product Advisory for a while and I’m looking to see if you the community brain could help me with the following items:

  • An example template QBR/EBR agenda / slide presentation
  • An example template for Customer Journey (either the process or a created one)
  • A Discord or slack community chat server to connect with other CSM professionals

In addition, would be fantastic if someone had experience using a content management technology that they’d recommend.

PS - Gainsight is fantastic!

-Rafael

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Best answer by gunjanm 8 December 2020, 22:57

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Userlevel 7
Badge +1

@Rafael Thanks for writing here. 

Let me tag few expertises here. @gunjanm, @jean.nairon, @darkknight, @meenal_shukla, @seth, @aditya_marla and @hiten_sharma 

Userlevel 6
Badge +4

Hi Rafael, 

I recently hosted a presentation on building a customer journey which also included a template. Here’s the presentation: 

 

 

 

I don’t have a template for a QBR that I can share but there are a bunch of resources for this online. Here are a quick few that I’ve used in the past: 

 

https://www.gainsight.com/guide/the-essential-guide-to-quarterly-business-reviews/

https://glideconsultingllc.com/anatomy-customer-success-quarterly-business-review/

https://strikedeck.com/qbr-template/

 

Hope these help!

 

Jean

Userlevel 7
Badge +6

As far as journey mapping, when I was working at InsightSquared, we used a consultant to create our journey map. She gave a presentation at Pulse 2018 along with one of my colleagues about the experience and what came out of it. Slides | Audio

Userlevel 7
Badge +11

@sai_ram thanks for tagging. @Rafael here are invites to a couple great Slack communities:

An EBR deck agenda should typically follow the mapping of the customer journey. There should be reference to previously documented goals and objectives, action items that both the customer and the company are held accountable to taking in order to get there, tracked progress and completion of those objectives, benchmarking against other customers, and other key insights determined. 

This is, of course, assuming a SaaS business. It can just be so unique to any particular business. 

  
End Proctoring-
 
Userlevel 7
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@jean.nairon , @seth and @gunjanm Thanks for your quick response!! 

@Rafael Did you get a chance to view the comments posted by our expertise? Please leave your comments here.

Hi All,

This was absolutely fantastic. I’ve joined the slack communities and shared the resources with my team. I’ll get back to you if you have any questions and hope to support others as well.

Thanks gain!

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