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A business review presentation is a customer success team’s opportunity to connect with their customer, share the progress they’ve made by using the product, and strengthen their relationship. But in some cases, CS professionals fall short when it comes to business review presentations for one simple reason: not understanding what the customers want to see.
Even if your business review strategy works for you, there are likely some ways it can be improved.
Your customer wants to know that you understand their pain points, goals, challenges, and objectives. Reiterate these at the start of every meeting to make sure everyone is on the same page — even if it seems obvious. These things may change over time, and it’s important to stay in the loop about these changes so you can personalize each piece of your business review accordingly.
Customers want to see data on the performance of the product, including uptime, load times, and other technical measures that indicate the product is functioning properly and delivering value. Show them how their team has progressed with the product as well, including number of active users, adoption rates, and any recommendations for improved performance.
Customers want to know that they can get timely and effective support when they encounter problems or have questions about the product. Remind them how to contact your customer support or customer success team in the event of any roadblocks — this will reinforce trust and remind the customer that they can rely on you.
Customers want to know what features and functionality are available in the product, which ones are under-utilized, and how to use these features to achieve their goals. Customers will also want to know what the future plans are for the product, including new features, enhancements, and updates that will help them meet their evolving needs and stay ahead of the competition.
Customers are interested in the pricing of the product and whether they are getting good value for their money. This may include comparisons to similar products in the market. Be as transparent as possible and share data around product value and ROI to affirm their continued confidence in their investment.
Don’t make it difficult for your customers to understand what’s going on in your business review presentation. Present only essential insights, prioritize the most important information first, and build a visual hierarchy to highlight key data. Make sure you’re communicating with them in a way that they can understand and easily access, and make the insights shareable with other key stakeholders on their team.
Overall, what customers want in a business review is a comprehensive, honest look at how your product has helped them achieve their goals. Fine-tuning your business review strategy will help your customers make an informed decision about whether to continue using the product. To learn more about specific tips and tricks on how to make your business review decks shine, check out our Essential QBR Template.