Preparing for a Customer Meeting (Project-Based or Recurring)

This process outlines how to prepare for various customer meetings, from kickoffs and QBRs to regular project updates. While the level of detail may be adjusted depending on the meeting type, prioritize thorough preparation to ensure productive and valuable interactions.

By following these steps, you can ensure that your customer meetings are well-prepared and productive, contributing to building strong customer relationships and successful project outcomes.

1. Define Meeting Purpose & Objectives

• Clearly articulate the desired outcome. What specific goals do you want to achieve during this meeting? (e.g., gain alignment on project scope, review progress, address roadblocks, gather feedback, etc.)

• Determine the meeting type. Is this a kickoff, decision-making meeting, information-sharing, or a working session?

• Tailor the approach. The purpose and type will influence the agenda, content, and participants.

2. Pre-Meeting Collaboration

• Engage the customer early. Share a preliminary agenda with key stakeholders to confirm alignment on objectives and desired outcomes. This helps ensure everyone comes prepared to contribute effectively.

• Identify internal resources. Determine if you need SMEs, technical experts, or additional team members to participate. Brief them on the meeting objectives and context.

3. Agenda & Content Creation

• Develop a detailed agenda. Structure the meeting with clear timings and topics. Allocate sufficient time for key discussions and Q&A.

• Prepare supporting materials. Create or gather any presentations, reports, demos, or data used during the meeting.

• Include visual aids. Charts, diagrams, and visuals can enhance understanding and engagement.

• "Objectives & Agenda" slide. Always start the deck with a slide outlining the meeting goals and agenda.

• Review open items. Include a review of action items, decisions, and open questions from previous meetings (using tools like JIRA, Salesforce, etc.).

4. Internal Alignment & Review

• Review materials with internal stakeholders. Get feedback and ensure alignment on messaging and content.

• Rehearse complex topics or presentations. Practice ensures a smooth delivery and confident presentation.

5. Customer Communication

• Share the final agenda and materials in advance. Give participants ample time to review and prepare. Aim to send it at least 24-48 hours prior to the meeting, especially for complex topics.

• Confirm key participants. Send calendar invites and follow up to confirm attendance.

6. Meeting Logistics

• Technology check. Ensure all technology (video conferencing, screen sharing, etc.) works correctly beforehand.

• Assign a note-taker. Capture key discussion points, decisions, and action items.

• Prepare the meeting environment. If in-person, ensure the meeting room is set up appropriately.

7. Post-Meeting Follow-Up

• Distribute meeting minutes. Share a concise summary of key takeaways, decisions, and action items.

• Track action items. Assign owners and deadlines to ensure accountability and follow-through.

• Gather feedback. Solicit feedback from participants to improve meeting effectiveness continuously.