The Scenario
You are a CS Manager. You have a Quarterly Business Review (QBR) with a key client tomorrow. Their renewal is up in 60 days. Looking at the data, their daily active users have dropped by 30%, but they are using a new premium feature heavily.
The Brief
Prepare the agenda and talking points for the QBR to address the churn risk while highlighting the value they are getting.
Deliverables
- A 4-point agenda for the 45-minute QBR meeting
- The "Value Realised" talking points (focusing on the premium feature)
- The "Churn Risk" talking points (how you will tactfully address the drop in active users)
- One proposed solution/campaign to re-engage their dormant users
Submission Guidance
Do not hide the bad news. Good CS managers bring up usage drops proactively before the client uses it as an excuse to cancel. Frame it as "How can we help your team get more value?"
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.