Value reviews
Discuss customer results. Decide what comes next.
Prepare the review from Customer Outcomes, recorded values and completed work. Use the meeting to understand the gap to the target and agree on the next actions.
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A useful review leads to decisions.
A list of completed tasks does not explain what the customer achieved. Bring together expected outcomes, supporting evidence and decisions to make before the meeting.
How to move forward
Update the results
The CSM records the achieved value for each Customer Outcome in its unit. Supporting evidence is gathered for the review.
Review with the customer
The customer can see their Customer Outcomes in the portal. During the meeting, discuss progress, gaps and what is still getting in the way.
Assign the next steps
Your team adds the agreed actions to the journey with an owner and deadline. A decision in the Playbook can direct what happens next.
Everyone knows their part.
CSM
Prepares values and evidence, then records agreed actions.
Customer
Shares their assessment of the results and agrees priorities with your team.
Action owners
Find their assigned steps and deadlines.
The intended result: a review where everyone understands the progress, the unresolved points and the next action they own.
Explore next
Frequently asked questions
Are achieved values calculated automatically
Can customers see internal outcomes
Does a review generate actions automatically
Move the next journey forward.
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