1. Prepare and send an agenda before your meeting.
When scheduling a meeting, it’s essential to set the stage for success by sending a plan ahead of time. A well-crafted schedule can help you and your team quickly identify what needs to be discussed in each session and how best to accomplish those goals.
An agenda can also ensure that everyone has enough time to discuss essential items without feeling rushed or overwhelmed by other topics. For example: “We’ll spend 10 minutes on this item, then move straight into our next topic.” This prevents people from getting distracted while waiting for others’ turn to speak up; it ensures there are no gaps between the top and that all voices have been heard—not just one person’s voice! Here are some tips on creating your agenda template:
- Include all relevant details about each issue being discussed (e.g., date/time).
- Add any additional notes about why this is important (e.g., budget constraints).
Most importantly, follow the agenda you sent. The meeting should follow the plan you sent and not deviate for any reason. If it does, you’ll know immediately that something has gone wrong, which can lead to many unnecessary distractions and wasted time in fixing it. Keep track of how much time is left on each topic so that if you’re late finishing up one section due to another issue (which will likely happen), then there won’t be any confusion about what needs to happen next with your team members’ schedules or deadlines. Know more about meeting best practices here: https://academy.practicalcsm.com/meetings-best-practice/
For companies, having a CS team has proven to deliver measurable and scalable value. Still, no matter how good your CS team is, there are specific points they may have difficulty doing or understanding. This is where a Customer Success coach comes in.
2. Start on time. End on time.
The first thing to remember when planning a customer success meeting is that it should start on time and end at the scheduled time. Don’t let the meeting drag on or go over the allotted time, as this can frustrate both parties. If you run over budget, communicate this early enough so there is room for negotiation after the fact.