Conducting a Productive Customer Meeting

This process focuses on running effective customer meetings, whether recurring project updates or important milestones like kickoffs and QBRs.

1. Start Strong & Set the Stage

• Be punctual. Join the meeting a few minutes early to ensure technology is working and you're prepared to start on time.

• Warm welcome. Introduce yourself and your colleagues, especially if new participants are present.

• Acknowledge attendees. Quickly confirm who is present on the customer side. If necessary, discreetly note attendees for accurate record-keeping.

• Confirm alignment. Reiterate the meeting objectives and agenda. Briefly check with attendees to ensure everyone is on the same page regarding the purpose and topics.

• Technical check. Ensure all participants can see your screen, hear you clearly, and have the necessary materials.

2. Facilitate Engaging Discussion

• Guide the conversation. Follow the agenda, but be flexible and adapt to the flow of discussion.

• Encourage participation. Create an inclusive environment where everyone feels comfortable contributing. Use open-ended questions and active listening techniques.

• Maintain focus. Keep the discussion on track and gently redirect if it veers off-topic.

• Monitor engagement. Pay attention to body language and cues to gauge understanding and interest. Adjust your approach as needed to maintain engagement.

• Time management. Be mindful of the allocated time for each agenda item. If needed, suggest moving longer discussions offline to stay on schedule.

3. Capture Key Outcomes

• Document decisions. Record all decisions made during the meeting.

• Track action items. Note action items with assigned owners and deadlines. Use a collaborative tool or shared document to ensure