Executive Business Review Template for CSMs

Preparing for an executive business review (EBR) isn’t just about pulling together numbers and metrics. It’s about showcasing the value your team has delivered, addressing any challenges head-on, and mapping out a future that aligns with your customer’s goals. 

With so much to cover, figuring out what to prioritize while keeping your presentation concise and engaging is often the hardest part, which is why a standardized template can ensure that you don’t miss any critical details. 

In this blog, we’ll explore the key components of an effective EBR and even provide you with a template you can customize. 

Key components of an effective EBR template

These elements help you clearly communicate the value you’ve provided while ensuring alignment with your customer’s goals. Let’s break them down.

1. Executive summary

This is a brief overview of the key takeaways from your business relationship with the customer. It should focus on how your work aligns with their strategic goals. Keep it concise, but make sure it highlights the value you’ve delivered and sets the tone for the rest of the review.

2. Customer health score and sentiment analysis

This section should provide a snapshot of the customer’s overall health score and any insights you’ve gathered on their sentiment. Include key metrics like NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score). 

Use graphs or charts to visually represent these metrics, making it easier for stakeholders to understand the current state of the relationship.

3. KPIs and metrics since the last review

Present the Key Performance Indicators (KPIs) and other metrics that reflect the value your product or service has provided. For example, if the customer has seen an increase in efficiency or cost savings, show these metrics here. 

Be sure to compare these metrics to the previous review period to highlight progress or areas where there’s room for improvement.

4. Business outcomes achieved

Outline the specific business outcomes that have been achieved as a result of using your product or service. This could be anything from revenue growth to increased product adoption. 

Make sure the outcomes are directly tied to the customer’s strategic goals, as this reinforces the value of your ongoing relationship.

5. Challenges faced and solutions provided

It’s important to be transparent about any challenges the customer has encountered. Address these roadblocks directly, explain how you’ve responded, and highlight any progress made. 

This section shows that you’re committed to problem-solving and that you’re actively working to ensure the customer’s success.

6. Future opportunities and next steps

Close out the review by looking ahead. Propose opportunities for the customer to continue leveraging your product, whether that’s through expanding its use, implementing new features, or increasing adoption across different teams. 

Finally, provide a timeline or action plan for these next steps to ensure that both parties are aligned on future goals.

With these key components in place, your executive business review will provide a clear, strategic overview of how you’re helping your customers succeed.

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Executive business review template 

Here's a structured Executive Business Review (EBR) template tailored for a Customer Success Manager:

[Your Company Logo]

Executive Summary  

• Client Overview: Brief summary of the client’s business, current partnership goals, and high-level highlights.
• Review Period: Specify the review period, e.g., Q3 2024.
• Main Achievements: Summarize key successes and milestones, such as improved metrics or milestones achieved.
• Objectives for Next Period: Outline primary objectives for the coming period to demonstrate a forward-focused plan.

1. Partnership Overview

Business Objectives  

• List the main objectives that the client has set for this partnership (e.g., increase efficiency, reduce churn).
• Relate these objectives to the value your product or service provides.

Current Usage and Engagement  

• Feature Adoption: Highlight key features adopted and usage rates.
• Product Health Metrics: Share relevant metrics like login frequency, active users, or feature-specific adoption.
• Support Utilization: Summarize the client’s support interactions, e.g., number of tickets resolved, response time.

2. Performance Metrics and KPIs

KPIs Overview  

• Churn Rate: Provide a retention/churn metric with context.
• NPS (Net Promoter Score): Mention recent scores and any improvements.
• Customer Health Score: Present health scores, highlighting positive trends or risks.

Performance Against Goals  

• For each goal set in the last review, note progress, key wins, and any areas requiring improvement.

3. Value Realization and ROI

Key Wins  

• Outline successful initiatives or project outcomes that delivered measurable ROI.
• Provide case studies or specific examples showing value.

ROI Summary  

• Summarize the tangible business benefits realized, such as cost savings or revenue growth attributed to your service.

4. Areas for Improvement

Challenges  

• Identify current pain points or areas where the client’s experience can improve.

Improvement Initiatives  

• Outline planned or ongoing actions to address these challenges (e.g., additional training, feature enhancements, customized workflows).

5. Strategic Recommendations

Suggested Actions  

• Present strategic recommendations that align with the client’s long-term goals.
• Include product features or services that could drive further value.

Expansion Opportunities  

• Highlight potential growth areas, such as additional products, services, or integrations, that could benefit the client.

6. Next Steps and Action Plan

Immediate Action Items  

• List immediate action items with assigned owners and deadlines.

Next Review Goals  

• Set preliminary goals for the next review period to show continuity and commitment.

Follow-Up Date  

• Confirm the proposed date for the next EBR.

This structure is designed to be comprehensive yet adaptable based on each client’s unique needs. 

If you’re still unsure of what you need to include, read the next section about the key components of an EBR.

Conclusion

Regular EBRs are essential for maintaining strong, long-term relationships with your customers. By consistently scheduling and conducting well-structured EBRs, you create opportunities to showcase the value your product or service delivers, while also addressing any challenges that may arise. 

This proactive approach builds trust and keeps the focus on your customer’s strategic goals, demonstrating that you are aligned with their success.

Beyond showcasing value, regular EBRs help drive customer satisfaction and retention. They allow you to continuously adapt to the evolving needs of your customers, ensuring that your partnership remains beneficial for both sides. 

When customers feel heard and see clear progress toward their objectives, they are more likely to stay committed to the relationship.

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