Business Review Summary Overview

The Business Review Summary feature enables you to leverage AI to generate and view business review summaries for your customer accounts. It effectively consolidates account data from the last six months, helping customer success managers prepare for business reviews and strategic planning sessions.

Business Review Summary Sections

A business review summary consists of the following sections:

  • Key Stakeholders: The list of important internal and customer contacts, including their roles, who need to be involved in follow-up discussions.
  • Executive Summary: Consolidates account data from the last six months to provide a holistic, narrative overview of account status and performance.
  • Key Achievements: The most important successes and wins the customer had during this time, showing how you helped them.
  • Risks and Blockers: Identifies significant issues or indicators, such as blocked objectives or KPIs with an "Off Track" status, which might negatively impact the customer relationship.
  • Expansion Opportunities: Highlights areas for growth, enabling customer success managers to identify potential for license expansion or the integration of additional products.
  • Strategic Next Steps: Provides a chronological road map spanning the next 30, 60, and 90 days to align future strategy and ensure long-term account alignment.
  • Immediate Actions: Outlines critical and urgent tasks required to resolve existing blockers and maintain overall account health.
Note:

If an account doesn't have enough underlying data for a particular section, such as objective KPIs, CS activities, or objectives, that section shows a placeholder instead of AI-generated content.

AI-Summarized Account Information

Associated Account Record Information Used in the Summary
Level 1 Level 2 Level 3 Level 4 Level 5
CS Activity —
Success Plan CS Activity —
Business Challenge —
Objective CS Activity —
Playbook Playbook Task CS Activity
CS Activity —
Objective KPI CS Activity —

Generating a Business Review Summary

You can generate a business review summary by clicking Generate Business Review Summary in the Actions panel on account record pages. For more information, see Generating a Business Review Summary.

Note:

To generate a business review summary, the account must have at least one associated record.

Saving a Business Review Summary

You can save a business review summary using the Save Business Summary action in the Generate Business Review Summary window. This enables you to revisit and reuse the summarized content at any time without having to regenerate it. For more information, see Generating a Business Review Summary.

Notes:

  • You can view saved summaries in the CS AI Summaries related list on account record pages.

  • You can edit saved summaries, but we recommend that you edit only the summary name and content.

  • We do not recommend creating CS AI summary records manually, outside the Generate Business Review Summary window.

Generating a Business Review Agenda

You can instantly transform an AI-generated business review summary into a structured meeting agenda using the Generate Business Review Agenda action in the Generate Business Review Summary window. This enables you to quickly prepare a fully formatted email draft based on the existing summary as the primary source of information, including the main discussion points for your stakeholder meeting. For more information, see Generating an Agenda from a Business Review Summary.

Exporting a Business Review Summary as a Presentation

You can export a business review summary as a PowerPoint presentation by clicking Export as Presentation in the recommended actions of the Generate Business Review Summary window, selecting a presentation template, and downloading the populated file. For more information, see Exporting a Business Review Summary as a Presentation.

Notes:
  • To enable this feature, your administrator must create one or more CS presentation templates. For more information, see Setting up CS Presentation Templates.
  • The template grid in the Export as Presentation window displays only PowerPoint (PPTX) CS presentation templates of a type Business Review Summary.
  • Text formatting from the template, including paragraph styles, bold text, bullet lists, and font sizes, is preserved in the exported presentation.
  • If the selected template is too large to process, you are notified about it. Select a smaller template and try again.