There is nothing worse than holding meetings that ultimately lead to a waste of time, and it is no secret that you need to be respectful of your team’s and customers’ time if you want to keep them all happy. Executive Business Reviews (EBR) are the way to reconnect with your customers and reinforce the fact that you’re not involved in a vendor-customer relationship, but a trusting partnership. In today’s episode, Adam Joseph is joined by Vice President of Customer Success and People Operations at Swiftly, Maranda Dziekonski, to chat about the complex art of EBR. This unique meeting is confirmed by three important acts, and this conversation will guide you through all of them, so you can make a difference on your relationship with your customers too. Listen now to learn more about the true definition and purpose of EBRs, and how you can make the most out of them.
Jump straight into:
(01:25) - On Maranda’s CS background, her love for diet coke, and her passion for painting - “I’ve been doing Customer Facing Operations for over 20 years and in the startup world for about 10 years now.”
(05:54) - What’s the definition for EBR and what makes it so unique? - “It’s really a time for you to partner with your customer to align on goals and celebrate outcomes, but most importantly, to really grow and develop the relationship with the respective executives.”
(09:47) - On the ideal cadence for the EBR meetings - “You really need to make sure you’ve got alignment on how your customer is holding you accountable.”
(15:00) - A three part process: How to prepare for the EBR meeting with each customer - “The reality is your customers have unique needs and they’re solving unique problems, so show them how you are helping them solve those problems.”
(21:21) - On site vs remote: All you need to know about the execution stage of the EBR - “I think you have to shift how you present the information. You need to make it a conversation, more so than you did on site.”
(25:21) - How to prevent the momentum and action taking from dissipating with time - “Follow up within one business day, don’t let it go longer than that.”
Resources
Connect with Maranda via LinkedIn
[WEBINAR] How to Start a Career in Customer Success | Maranda Ann Dziekonski
A Little Saasy
Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.
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