The customer journey is peppered with Moments of Truth. Create a consistent Executive Business Review process to help the customer appreciate the value that they’ve achieved and align on a path forward.
- Trigger CTAs for Executive Business Reviews (EBRs) to ensure they occur quarterly (or customize the frequency after installing).
- Use a Playbook, including email templates, to create a consistent customer experience for each EBR.
- Log EBRs to Timeline with the activity type EBR.
- If it has been too long since the most recent EBR Timeline activity, assign a CTA to the CSM for an Overdue EBR.
Included Assets
- CTA Configuration (1) – Adds a new Executive Business Review CTA reason
- Timeline Configuration (1) – Adds a new EBR activity type
- Email Templates (1) – Prebuilt email to schedule an Executive Business Review
- Playbook (1) – How to plan and deliver an Executive Business Review
- Rules (3) – CTA triggers to schedule an Executive Business Review