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Client Review Call Process + Playbook

Description

Regular client review calls are essential for maintaining strong relationships, identifying opportunities for improvement, and demonstrating the value of your services. This milestone establishes a structured process and playbook for conducting these calls, ensuring that your team consistently delivers meaningful insights and actionable recommendations. By standardizing the process, you can strengthen client engagement, align on goals, and proactively address potential challenges to ensure long-term satisfaction and retention.

Process Summary

  1. Define Review Objectives: Collaborate to identify the key goals of review calls, such as assessing performance, gathering feedback, and discussing future goals.
  2. Playbook Development: Create a detailed playbook outlining the agenda, key metrics to review, and discussion points to cover during the call.
  3. Meeting Type Configuration: Add a specific "Client Review Call" meeting type in HubSpot to track and report on these calls.
  4. Custom Properties Setup: Configure custom properties to log key discussion points, client feedback, and action items from the call.
  5. Follow-Up Automation: Set up workflows to automate follow-up tasks, such as sending recap emails, updating client properties, or scheduling the next review call.
  6. Dashboard Integration: Create a dashboard to track the outcomes and frequency of client review calls, including trends in feedback or performance.
  7. Testing and Training: Test the process and playbook with sample calls, gather feedback, and refine the system. Train your team on using the playbook and tools effectively.

Requirements

  • Input on the key metrics and discussion points to include in review calls.
  • Access to client performance data to support meaningful discussions.
  • Collaboration to define follow-up workflows and next steps.
  • Feedback during testing to ensure the process aligns with client needs.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • A standardized review call process ensures consistency and professionalism.
  • Improved client engagement and alignment on goals through structured discussions.
  • Clear follow-up actions keep the relationship moving forward and productive.
  • Enhanced tracking of call outcomes to identify trends and inform strategic decisions.