#SETTING AN AGENDA HOW TO#

Here’s how a check-in template created on Avoma looks like: The ultimate purpose of setting an agenda for a check-in meeting is to be able to gather important information, without missing out on covering any topic. Positives (what they love about your product).Pain point (any issues they might have).Feedback (their experience with your product).Use case (how a customer is using your product).It typically can be a set of bullet points such as: Having an agenda can be as simple as having a structure to your conversation-a list of points you want to touch upon during the course of your conversation. they lack action.Ĭreating meeting agenda is not about scripting your entire meeting. When meetings lack agenda, they have corresponding outcomes, i.e. Having a clear agendaĪgendaless meetings are rookie mistakes that customer success teams-actually, every business team-should avoid like a plague. Based on our experience, we’ve put together four tips that will help you prepare and run your check-in meetings in an efficient and effective manner.

How you conduct your check-in conversation matters. Running effective customer success check-in meetingsĬustomer success check-ins done to check off your to-do list isn’t of much help.

#SETTING AN AGENDA HOW TO#

How to use conversational intelligence to identify potential customer churn and improve retention By setting up a regular customer check-in cadence, you can start seeing potential churn signals much in advance and take action on time. For instance, it could be because of a lack of seamless sales to customer success handoff, where the Customer Success Manager (CSM) is not aware of the promises made by the account executive in the deal stage.įor starters, as a CSM, you need to be in the conversation loop across the sales cycle so everyone has enough context. One of the biggest reasons why customers churn is not because of feature parity, but because of unresolved problems and bad customer experience. Reduce churnĬustomer churn has almost become synonymous with SaaS. That's because, the longer a customer stays with you, the higher are your chances of account expansion. Unlike the traditional form of customer service where customers are expected to contact the service desk and raise a support ticket, customer success check-in meetings offer a proactive and delightful customer experience that fosters deeper relationships.Īnd if you’re in SaaS, you know that with account management, your payback period comes down. Customers perceive regular check-ins as a sign of appreciation and care. Identify expansion opportunitiesĮverybody likes a good follow-up-especially if they are paying customers of a SaaS business. These interactions help you understand how your customers are using your product, how happy (or sad) they are about it, or if they need any help along the way. It’s the primary source of understanding product-customer fit, because these conversations are often show-and-tell sessions of how your product fits into the customer’s workflow, and gaps if any. Understand how a customer uses your productĬustomer check-in conversations are in some ways like a user research meeting. How to improve your account management and customer retention?Ī typical customer success check-in meeting is an opportunity to: 1. Regular check-ins with your customers are critical in helping your business deepen your customer relationships, align better to the workflow and goals of your customer, and identify potential growth opportunities. Firstly, why should you run check-in meetings? Through this post, let’s look at how to run customer check-ins meaningfully. There is, however, a huge difference between calling up your customers for a monthly check-in as a cursory gesture versus actually checking in with them to understand how they are doing. If you have a customer success team that regularly checks in with your customers, you will build a revenue engine that gives you great mileage and runs smoothly.īut if you don’t have a system to regularly check in with your customers, your relationship with them suffers and you will soon run into problems that can lead to a high degree of churn.

Running a SaaS business is surprisingly similar to keeping your car running healthy. If you don’t-you run the risk of incurring engine malfunctions which usually turn out to be costlier than the periodic check-up costs. There is a reason why car manufacturers strongly recommend that you regularly give your vehicle for periodic maintenance once every 12 months or after every 5,000 miles of driving.

Setting an agenda