Articles by Chad Horenfeldt
- 2 Quarterly Business Review Myths that Customer Success Needs to Abandon
Chad discusses two common myths about Quarterly Business Reviews (QBRs) in customer success and how to modify QBR strategies. The first myth is that QBRs need to be meetings, which is outdated and unrealistic. The article suggests that customer success needs to break away from the traditional 1:1 high touch, account management mindset and differentiate the customer journey based on segmentation strategy. The second myth is that substance is more important than style for QBRs. The article argues that the style, design, and layout of the content can be just as important as the content itself. The QBR document should be self-explanatory and optimized so that the value points jump off the page. To improve the style of QBRs and simplify the QBR creation process, companies need to invest in customer success operations. The article suggests leveraging technology and automating the QBR creation process. By changing the way QBRs are delivered, leveraging CS operations, and making changes to how they are created, companies can drastically decrease the time needed to prepare for and deliver QBRs. The focus should be on engaging customers and selling the value of the product, not on PowerPoint and Excel abilities.