The customer journey is peppered with Moments of Truth. Create a consistent Executive Business Review process to help the customer appreciate the value that they’ve achieved and align on a path forward.
Trigger CTAs for Executive Business Reviews (EBRs) to ensure they occur quarterly (or customize the frequency after installing).
Use a Playbook, including email templates, to create a consistent customer experience for each EBR.
Log EBRs to Timeline with the activity type EBR.
If it has been too long since the most recent EBR Timeline activity, assign a CTA to the CSM for an Overdue EBR.