Define the purpose of your Business Review with your customer. Set a very clear agenda based on their current pains, KPIs, recent successes and plans for next steps in the partnership.

Book a meeting for the Business Review.

Prepare the data for this customer in Hook.

Check the customer’s Engagement Level in Hook. What does it say about this customer? If it’s Low or Very Low, you may need to drill a little deeper into why that is.
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Click on the Question Mark icon to show Score Explainability. See an overview of the positive factors influencing this customer’s Engagement Level and what are the negative factors that you may need to work on. You can take a screenshot of this and include it in your presentation for the Business Review, as it often creates engaging talking points with your key stakeholder.
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Check if there are any Risks logged for this account either by yourself or a business counterpart (other CSMs or AMs in your organisation). Maybe there’s an external risk (e.g. upcoming acquisition) that you need to be aware of or some reorganisation taking place on their side. Check the Notes on the account to see if there’s other important information logged there.
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Analyse Key Metrics to understand the activity with this account. Search for the most important key metrics for you and your customer. We recommend highlighting any low adoption metrics, such as active users or key platform metrics.
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Screenshot the Key Metrics graph and add this into your Business Review deck to present to the customer. It’s a great talking point, and helps focus on core areas of improvement with your customer.
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Leverage the Show benchmark toggle in Hook where you can compare the customer in question to other customers in the same segment.