Book of Business Review - Frequently Asked Questions (FAQs)

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CarrieM
CarrieM Member, ALL USERS, Employee, Community Member Posts: 5 Frequent Contributor
in Anaplan Community

Purpose

  • Q: Can you clarify the purpose of these meetings?
    • The first priority of these meetings is to review, inspect and provide an avenue for peer-coaching for the customer's book of business each month. 
      • What has happened with a customer that others can potentially learn from? Negative or positive.
      • Where is a client struggling? (adoption/expand/people map, etc). Can that be brought to a meeting for your peers to share options that works for their customers.
    • CSD's are to encourage all BPs get to present in one of these meetings.
    • In addition, we encourage CSDs rotate through all of their BPs once before having a BP present a second customer.

Attendees

  • Q: Do all BPs need to attend?
    • All BPs that report into the paired CSDs for each meeting should be invited and encourage to attend. Although there will only be up to six BPs presenting clients during the review, having the rest of the BPs there for discussion and learning is expected.
  • Q: Will all BPs be added to all meetings as “optional” attendees incase they want to learn about a client in a similar space (industry, LOB, etc.)?
    • At this time, no. But we can address this request at a future time.
  • Q: Should we include Anaplan Village team members out side of Customer Success? (Partner Success, Sales, etc.)
    • For the first few meetings, (July, August, September), we encourage teams to only include CS team members. This is to help us iron out the reviews meetings in general and also foster an environment for open and constructive dialogue.
    • If a CSD believes the discussion would benefit from having a Sales or Partner Success representative, they can be added to the attendee list. We encourage CSDs to wait until after we have a few months of review meetings under our belts, however.

Templates and Dashboards

  • General
    • Q: Why are we doing slides and not using one of our existing dashboards?
      • We are asking BPs to complete two slides per customer for the July meetings. In the future, hopefully in August, we will have dashboards that will contain all of this information, where team members can pull up the dashboard during the meetings and talk to the data/customer landscape.

    • Q: Are we limited to two slides? (1-Customer Data, 2-Customer Landscape)

      • These templates should be used to share essential information needed for discussion of the account.

      • Limiting information to these two slides can help BPs and CSDs focus on the specific items they'd like to discuss during their time.

      • Also, the examples in each row are just that. They are to provide examples of what a BP would consider entering into each topic. If they are not applicable, please put information in that would be relevant to the discussion/learning environment, etc.

  • Customer People Map

    • Q: Do we need to share an expansive customer map for the entire engagement?

      • No, this space is to help ID any changes (positive or negative) that have happened that could impact the ultimate success with Anaplan.

  • Adoption Clarification

    • This section is to highlight or discuss action items in place to improve the overall adoption scores of a client.
    • Actions around one of the nine items that make up the overall adoption score.
      • Detail what actions you will take on one of the nine variables that you believe you can impact/improve.
      • Are there any variables of the adoption score that can't be improved, good to document/call out. During the discussion time, team members can make a suggestions of things that worked on their end to move the needle, etc.

  • Expansion Clarification

    • Q: Can you clarify what type of expansion should be covered?
      • Here is a place to discuss any expansions that are currently in motion and what you are doing to support the AE/Anaplan village, if applicable (includes additional use cases, LOB, licenses, etc.)
      • OR if there no expands in the works, are their potential expands in the future based on the connected planning discussions that took place at the beginning or during the existing engagement? Do you have a success story that can be shared with other lines of business at the customer?

  • Value Realization Clarification

    • Q: Can you provide more detail around "value realization" expectations?
      • The goal here is to show what type of value a client is seeing during their Anaplan engagement AND if we are meeting their expectations.
      • As provided in the slide, value can be things such as:
        • We decreased their planning cycle from six to four weeks OR
        • We reduced their operating costs by 18% in the last two years, etc.
      • Can we link the current value they are seeing back to their  objectives?
      • Are they continuing to see value in their 2nd and 3rd year with Anaplan? If so, what type of value are they seeing?
      • NOTE, ROI is difficult to track and measure for most customers. However, over time, we would love to get feedback from the CS team on tools/questions/playbooks needed to start having these types of conversations with clients. (outside consultants to perform analysis, etc., talking points to encourage the ROI conversation, recommendations on when to start ROI conversations, etc.). We are leaving this question in the slide as an optional input, as we don't want to disregard the need to better track and measure ROI with customers. We would like to keep it top of mind so we can develop ways to track this, when possible, in the future.

 

Logistics

  • Q: Will these Book of Business Review meetings be recorded?
    • At this time, to ensure we have a "safe" and constructive environment to speak freely, we do not encourage recording theses sessions. This is subject to change after we hear feedback from the initial meetings in July and August.
  • Q: Can we select less customers to cover in the monthly meetings if we feel we need to spend more time on larger clients?
    • The guidance is to keep the meetings to six customers each month. However, if a CSD believes that a client should get more time than 10 minutes, they can make the call to reduce the number of clients covered during the review session.
    • Keep in mind, these meetings are to encourage BP/team participation. We encourage to have many BPs present during these review meetings, not just one or two.
  • Q: It will take several months to get through ALL customer accounts for certain PODs, is that okay?
    • Yes, that is okay. The first priority is to get every BP to present one of their clients. Then you can rotate through the accounts month over month.
    • Prioritizing which accounts to focus on for each BP individually. For instance, are there a handful of accounts that are a priority for a BP (upcoming renewal, recent success in expansion, .etc.), then those accounts should be presented by that BP first.

Do you have a question that is not addressed above? If so, please email customer.operations@anaplan.com or slack us at #customerops.

 

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