SaaStr Annual 2024: Enhancing CS: Moving Beyond the QBR with Unit21

SaaStr Annual 2024: Enhancing CS: Moving Beyond the QBR with Unit21

1. Enhancing CS: Moving beyond the QBR Emily Garza Head of Customer Engagement Unit21

2. Do you want to meet with all your vendors quarterly?

3. Key External Meetings Lifecycle Kickoff Make it better Metric guidance Set engagement Cadence Make it better: Have an agenda Come with questions Business Review Make it better Create an objective Leverage champion Exec Sync Make it better: Routine vs emergency Communicate prep

4. Key Internal Meetings AE > CSM Make it better Identify required items Build it where they are Tie to compensation Risk Review Make it better: Involve stakeholders Judgement free zone Conversation vs slides Forecast Make it better Structured process Based in fact

5. Meeting Cadence and Approach: It Depends! GTM strategy and customer size matters While meetings are important, find ways for automation and easy visibility Invest in process (and maybe a CS hire for Ops / Analyst)

6. Key Takeaways

7. Each meeting should have: Clear objective and owner Value Minimal prep for maximum output