How to Prepare for Customer Success Calls
Prepd
Sales Research
Customer success calls are crucial for retention and expansion. Whether it's a quarterly business review or a regular check-in, preparation ensures you're adding value and surfacing opportunities. Here's how to prepare effectively.
1Review Account Health Metrics
Before any customer call, review their usage data and health scores. Are they actively using key features? Has engagement increased or decreased? Understanding their current state helps you identify risks and opportunities before the conversation.
Key Takeaways
- Check product usage and engagement trends
- Review health scores and risk indicators
- Note any support tickets or issues
- Compare usage to successful customers
2Track Stakeholder Changes
Customer organizations change constantly. Your champion might have left. A new executive might have joined. Before calls, check LinkedIn for stakeholder updates and note any organizational changes that might affect your relationship or their priorities.
Key Takeaways
- Check LinkedIn for personnel changes
- Note new executives or team members
- Track if your champion has moved roles
- Identify new stakeholders to engage
3Research Expansion Signals
Customer success is also about growth. Look for signals that indicate expansion opportunities: hiring in relevant departments, new product launches, funding announcements, or company news. These signals help you proactively suggest ways to expand the relationship.
Key Takeaways
- Check job postings in relevant departments
- Look for company growth announcements
- Note any new product or market launches
- Research recent funding or business changes
4Prepare a Value Summary
Every customer call should reinforce the value you're providing. Prepare specific metrics and outcomes the customer has achieved with your product. This is especially important for QBRs and renewal conversations.
Key Takeaways
- Quantify results and ROI delivered
- Highlight key milestones achieved
- Reference their original goals
- Show progress toward success metrics
Frequently Asked Questions
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