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
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