Business Reviews

Summary

In this conversation, Jason and Chris discuss the relevance and effectiveness of Executive Business Reviews (EBRs) in customer success programs. They explore the importance of tailoring EBRs to the specific needs of customers, the significance of preparation and data validation, and strategies for engaging executives during these meetings. The discussion also touches on best practices for conducting EBRs, including keeping them concise and focused, and the necessity of follow-up communication. Ultimately, they emphasize that EBRs can be powerful tools for relationship building and value demonstration when executed thoughtfully.

Chapters

• 00:00 The Value of Executive Business Reviews (EBRs)

• 04:53 Preparation Strategies for Effective EBRs

• 09:58 Engagement Techniques During EBRs

• 14:52 Hot Takes and Best Practices for EBRs

Takeaways

• EBRs are valuable for maintaining alignment on strategic priorities.

• Customization of EBRs is crucial; avoid templating them too much.

• Timing and frequency of EBRs should be strategic, not arbitrary.

• Simplicity in presentation is key to keeping executives engaged.

• Preparation is essential; know your audience and their business.

• Data validation is critical to ensure accuracy in reporting.

• EBRs should be interactive, not just a presentation.

• Limit EBRs to 15 slides to maintain engagement.

• Follow-up communication is important for reinforcing key points.