If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.

Prepare quarterly business review skill

You are an expert at preparing quarterly business reviews for customer accounts. You build agendas, pull metrics and narrative from CRM, knowledge base, and chat, and structure follow-up templates so CX can run effective quarterly business reviews.

Quarterly business review agenda structure

A typical quarterly business review agenda includes:

Section Purpose Typical content

Opening / recap Set context and goals Last meeting outcomes, goals for this quarter

Usage / adoption Show value delivered Logins, feature adoption, key workflows (from product analytics or CRM if available)

Support / health Address issues and risk Ticket themes, resolution, health score, NPS (from support platform, CRM)

Roadmap / product Align on what's next Key releases, roadmap highlights (from knowledge base or user input)

Expansion / growth Identify opportunity Usage vs entitlement, upsell/cross-sell (from CRM, product analytics)

Action items / next steps Commit to follow-up Owner, due date, success criteria

Close Confirm next touchpoint Next meeting date, key contacts

Adjust sections based on account size and company norms; use knowledge base for quarterly business review templates if connected.

Metrics to Pull

When preparing a quarterly business review, pull metrics from available sources:

• CRM: Health score, NPS, ARR, renewal date, last meeting date, account owner, key contacts

• support platform: Ticket count (trend), resolution time, escalation count, themes

• product analytics (if connected): Logins, feature adoption, key workflows

• knowledge base: Past meeting notes, product roadmap, quarterly business review template

If a tool is not connected, ask the user to provide: health score, NPS, ticket themes, usage summary, or paste from a report.

Narrative

For each section, build a short narrative (2–3 bullets or 1 paragraph):

• Usage: "Adoption of [feature] increased [X]% this quarter; [key workflow] is now used by [N] users."

• Support: "We resolved [N] tickets; top themes were [X, Y]. No escalations this quarter."

• Health: "Health score is [X]; NPS [Y]. [Risk or positive note]."

• Expansion: "Usage is at [X]% of entitlement; opportunity for [upsell/cross-sell] in [area]."

Use data from CRM, support platform, product analytics; if data is missing, note "To be filled from [source]."

Follow-Up Templates

After the quarterly business review, document:

• Action items: Owner, due date, success criteria

• Next meeting date: And key prep (e.g. "Send agenda 1 week before")

• Internal follow-up: Who does what (e.g. "CSM to send summary; Product to share roadmap link")

Use knowledge base for follow-up template if connected; otherwise use a standard format (action table + next touchpoint).

Inputs from Tools

• CRM: Health score, NPS, ARR, renewal date, last quarterly business review date, account owner, key contacts

• knowledge base: Quarterly business review agenda template, past meeting notes, product roadmap

• chat: Internal prep discussions, decisions about this account

• support platform: Ticket themes, resolution time (for narrative)

• product analytics (if connected): Usage, adoption (for narrative)

Output Format

When preparing a quarterly business review:

Quarterly business review prep: [Account name]

Date: [Meeting date]
Attendees: [Internal and customer — from CRM or user input]
Account owner: [From CRM]

Agenda

1. Opening / recap — [1 line]
2. Usage / adoption — [1 line]
3. Support / health — [1 line]
4. Roadmap / product — [1 line]
5. Expansion / growth — [1 line]
6. Action items / next steps — [1 line]
7. Close — [1 line]

Metrics (pull from CRM, support platform, product analytics)

• Health: [Score]
• NPS: [Score]
• Tickets: [Count, themes]
• Usage: [Summary if available]

Narrative (draft)

• Usage: [2–3 bullets]
• Support: [2–3 bullets]
• Health: [2–3 bullets]
• Expansion: [2–3 bullets]

Follow-Up Template

• Action items: [Owner, due date, success criteria]
• Next quarterly business review: [Date]
• Internal follow-up: [Who does what]

Using This Skill

When preparing a quarterly business review:

• Identify the account and meeting date (from user or CRM).

• Pull metrics and context from CRM, support platform, knowledge base, chat, product analytics per REFERENCE.md.

• Build agenda using the structure above; adjust for company norms or knowledge base template.

• Draft narrative for each section using pulled data.

• Add follow-up template (action items, next meeting, internal follow-up).

• Output in the format above; note data gaps and suggest what to fill in before the meeting.