Why is this important?
Before you hop on a call with a customer or for a QBR, it's best to be prepared. You can use Receptive's data to help you prepare topics to speak about.
You can use Receptive to see:
- What your customer's priorities are across the whole company,
- The features you've released for that customer,
- Each individual user's priorities and what you've released for them.
Start by using the search bar to find the relevant customer.
You'll then see the results.
Selecting the account takes you to the profile for your customer. Here you can see all the information Receptive stores about your customer.
For the purposes of the QBR, your attention is likely to be focused on the "Account priorities" section on the right-hand side.
This shows you the priorities across the whole of your customer's organization. You can use these priorities to better understand their wants and needs and to prepare for the call.
You can also see features that you've released that they expressed an interest in. This allows you to ask for their opinion and feedback on any new features you've recently released. The CSM can then leave the feedback in a comment to the Dev team.
If you're speaking with a specific person, you can drill down into the data even further and view their individual priorities.
To do this, scroll down to the "Users" section.
This shows a list of all the individual users associated with your customer's organization.
Select the relevant user to be shown their personal profile.
You can now view the individual user's priorities to see what they've requested and voted on. This will help you to prepare for your call.
What's more, you can choose to see features that have been released which the user was interested in.
If you're speaking to the user and they express a change in priorities, you can do that for them there and then.
Click the edit button next to the user's profile picture.
Then select the "Priorities" tab to be shown the user's priorities.
You can then adjust the sliders accordingly. Any changes are saved automatically.