Customer Success: Conducting Value Reviews

January 1st, 2018

Lisa Nakano

Summary

Value reviews are formalized, structured interactions with customers in which the B2B organization articulates and demonstrates the value of products and solutions the customer has purchased. Consistent value reviews encourage renewal, grow the business relationship, arm internal champions and decision-makers with evidence of the products’ and solutions’ effectiveness, and sow the seeds of advocacy by shaping stories of customer success. In this report, we share templates for creating a value review presentation and guidance on how to establish an effective value review program.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.