The problem we were tasked to solve was that not all Customer Success Managers (CSMs) had been sufficiently trained to use the prescribed Quarterly Business Review (QBR) methodology to plan (strategic account planning) and present (executive presentation) the review to clients in a professional manner that yields client satisfaction and confidence. Leadership sought a uniform process across all Customer Success Managers (CSMs).
Skills that had the highest impact were:
- Professional executive skills
- Collaboration
- Having difficult conversations
- Building executive relationships
- Growth mindset
The training will elevate and refine all Customer Success Managers (CSMs) across the organization.
Project
Quarterly Business Review Executive Skills
Client
Post Sales Customer Engagement Team
What We Did
Storyline Course | Rise Microlearning Course | vILT Training | Rubric Anchor Training for Management
The Design Process
Learning Experience Design
I interviewed key individuals across the organization who were identified as experts in the QBR design process and presentation. These interviews were recorded, and the videos were edited into short segments that highlighted important skills, such as planning a presentation and managing difficult conversations with clients. This content became a critical part of the eLearning experience that learners were required to complete before attending the live training session.
The live session was designed using the Storyclock method to ensure continuity and integration across all components of the training. During this session, learners reviewed the key elements of the QBR methodology and watched a video titled “How to Have a Successful QBR Meeting: Dos and Don’ts.” They also had the opportunity to practice by delivering a key part of a quarterly business review (QBR) presentation through a scenario exercise.
Two weeks after the training, a microlearning unit was developed and deployed to reinforce the key takeaways from the session. The timing was intentional, allowing Customer Success Managers (CSMs) preparing for a QBR to use the essential points of the methodology as a reference.
Finally, managers were trained on how to use a rubric developed by leadership to assess the quality of a mock QBR presentation. Prior to delivering a presentation to real clients, learners were required to prepare and present a mock QBR presentation, which was then evaluated using the rubric. They needed to achieve an acceptable level of performance to proceed.
We Delivered A Complete, Ambitious, and Motivating Training That Improved Client Success
This training was developed using internal expertise to drive comprehensive professionalism across the organization. The learning plan was a 360-degree training program that covered all aspects of the methodology, from learning about the program to implementing the outcomes.
QBR eLearning Module
Project Overview
This is the eLearning module that was deployed as pre-learning for attendees before they were admitted to the live training. Click on the training to enjoy the module.
QBR Microlearning Course
Project Overview
This microlearning unit was developed two weeks after the live training to support learners in preparing for their first QBR and mock interview assessment.
What I learned
Knowledge
This was my first experience designing and deploying a microlearning course for employees at my company. One of the biggest challenges was encouraging individuals to engage with this type of learning. Sharing microlearning materials after training is a new initiative for us, but it has been appreciated. Employees value it because it differs from the typical training approaches they are used to.
Skills
This project enabled me to demonstrate how to develop a comprehensive training program utilizing eLearning, microlearning, virtual instructor-led training (vILT), and assessment development.