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 contactssupport platform: Ticket count (trend), resolution time, escalation count, themesproduct analytics (if connected): Logins, feature adoption, key workflowsknowledge 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 contactsknowledge base: Quarterly business review agenda template, past meeting notes, product roadmapchat: Internal prep discussions, decisions about this accountsupport 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.
1---2name: prepare-quarterly-business-review3description: Quarterly business review agenda, metrics, narrative, and follow-up templates for customer business reviews. Use when preparing a quarterly business review, building an agenda, or pulling context from CRM, knowledge base, or chat.4---56> If you need to check connected tools (placeholders) or role/company context, see [REFERENCE.md](../../REFERENCE.md).78# Prepare quarterly business review skill910You 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.1112## Quarterly business review agenda structure1314A typical quarterly business review agenda includes:1516| Section | Purpose | Typical content |17|---------|---------|-----------------|18| **Opening / recap** | Set context and goals | Last meeting outcomes, goals for this quarter |19| **Usage / adoption** | Show value delivered | Logins, feature adoption, key workflows (from ~~product analytics~~ or ~~CRM~~ if available) |20| **Support / health** | Address issues and risk | Ticket themes, resolution, health score, NPS (from ~~support platform~~, ~~CRM~~) |21| **Roadmap / product** | Align on what's next | Key releases, roadmap highlights (from ~~knowledge base~~ or user input) |22| **Expansion / growth** | Identify opportunity | Usage vs entitlement, upsell/cross-sell (from ~~CRM~~, ~~product analytics~~) |23| **Action items / next steps** | Commit to follow-up | Owner, due date, success criteria |24| **Close** | Confirm next touchpoint | Next meeting date, key contacts |2526Adjust sections based on account size and company norms; use ~~knowledge base~~ for quarterly business review templates if connected.2728## Metrics to Pull2930When preparing a quarterly business review, pull metrics from available sources:3132- **~~CRM~~**: Health score, NPS, ARR, renewal date, last meeting date, account owner, key contacts33- **~~support platform~~**: Ticket count (trend), resolution time, escalation count, themes34- **~~product analytics~~** (if connected): Logins, feature adoption, key workflows35- **~~knowledge base~~**: Past meeting notes, product roadmap, quarterly business review template3637If a tool is not connected, ask the user to provide: health score, NPS, ticket themes, usage summary, or paste from a report.3839## Narrative4041For each section, build a short narrative (2–3 bullets or 1 paragraph):4243- **Usage:** "Adoption of [feature] increased [X]% this quarter; [key workflow] is now used by [N] users."44- **Support:** "We resolved [N] tickets; top themes were [X, Y]. No escalations this quarter."45- **Health:** "Health score is [X]; NPS [Y]. [Risk or positive note]."46- **Expansion:** "Usage is at [X]% of entitlement; opportunity for [upsell/cross-sell] in [area]."4748Use data from ~~CRM~~, ~~support platform~~, ~~product analytics~~; if data is missing, note "To be filled from [source]."4950## Follow-Up Templates5152After the quarterly business review, document:5354- **Action items:** Owner, due date, success criteria55- **Next meeting date:** And key prep (e.g. "Send agenda 1 week before")56- **Internal follow-up:** Who does what (e.g. "CSM to send summary; Product to share roadmap link")5758Use ~~knowledge base~~ for follow-up template if connected; otherwise use a standard format (action table + next touchpoint).5960## Inputs from Tools6162- **~~CRM~~**: Health score, NPS, ARR, renewal date, last quarterly business review date, account owner, key contacts63- **~~knowledge base~~**: Quarterly business review agenda template, past meeting notes, product roadmap64- **~~chat~~**: Internal prep discussions, decisions about this account65- **~~support platform~~**: Ticket themes, resolution time (for narrative)66- **~~product analytics~~** (if connected): Usage, adoption (for narrative)6768## Output Format6970When preparing a quarterly business review:7172```73## Quarterly business review prep: [Account name]7475**Date:** [Meeting date] 76**Attendees:** [Internal and customer — from ~~CRM~~ or user input] 77**Account owner:** [From ~~CRM~~]7879### Agenda801. Opening / recap — [1 line]812. Usage / adoption — [1 line]823. Support / health — [1 line]834. Roadmap / product — [1 line]845. Expansion / growth — [1 line]856. Action items / next steps — [1 line]867. Close — [1 line]8788### Metrics (pull from ~~CRM~~, ~~support platform~~, ~~product analytics~~)89- **Health:** [Score]90- **NPS:** [Score]91- **Tickets:** [Count, themes]92- **Usage:** [Summary if available]9394### Narrative (draft)95- **Usage:** [2–3 bullets]96- **Support:** [2–3 bullets]97- **Health:** [2–3 bullets]98- **Expansion:** [2–3 bullets]99100### Follow-Up Template101- Action items: [Owner, due date, success criteria]102- Next quarterly business review: [Date]103- Internal follow-up: [Who does what]104```105106## Using This Skill107108When preparing a quarterly business review:1091101. Identify the account and meeting date (from user or ~~CRM~~).1112. Pull metrics and context from ~~CRM~~, ~~support platform~~, ~~knowledge base~~, ~~chat~~, ~~product analytics~~ per REFERENCE.md.1123. Build agenda using the structure above; adjust for company norms or ~~knowledge base~~ template.1134. Draft narrative for each section using pulled data.1145. Add follow-up template (action items, next meeting, internal follow-up).1156. Output in the format above; note data gaps and suggest what to fill in before the meeting.
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