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Customer Pulse Meeting Template

Customer Success should meet with high-priority accounts to collect feedback and insights about the product to avoid churn and increase satisfaction.

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Customer pulse meeting agenda template overview

What is a pulse meeting? 

A pulse meeting is a short, impactful meeting that leverages pulse boards to provide updates and create a sense of clarity. Popular in multiple sectors, pulse meetings aim to apply real-time management in an attempt to address problems or roadblocks that have arisen during the work week. A customer pulse meeting is a meeting in which members from your customer success team meet with high-priority accounts to collect feedback and insights about the product to avoid churn and increase satisfaction. 

Customer success teams are responsible for anticipating customer challenges or questions in an attempt to proactively provide solutions and answers. Customer pulse meetings offer an excellent opportunity for members of your customer success team to meet with accounts and clients to work towards increasing customer satisfaction, increase user adoption, or even assist with tasks like upselling or account expansion. These meetings can also be used to help the customer get better use out of the product or service. 

Why are customer pulse meetings important? 

Customer pulse meetings are crucial as they aid in strengthening relationships between the customer and the organization. Without these meetings, your customer success team would not be able to take a proactive stance or provide solutions to blockers before they turn into full-blown issues. Each one of your customers or accounts will have different needs, so it’s important to take an individualized approach when determining how often to host these meetings. 

How long and frequent should customer pulse meetings be? 

When determining how long your customer pulse meeting should be, it’s best to reference a comprehensive customer pulse meeting agenda template. Leveraging our customer pulse meeting agenda template will ensure that you know exactly what to discuss and that you’ve allocated enough time to each talking point. While ensuring you’ve allocated enough time for the meeting is important, it’s also important to keep these meetings short and sweet; they should be concise and last no more than 15–20 minutes. 

How to use a customer pulse meeting agenda template

Pulse meetings are held in front of a board with visualized information and rarely last longer than 15–20 minutes. While these meetings occur more frequently than other meetings, they’re shorter, so the total time spent in meetings will decrease. When compared to traditional meetings, pulse meetings are quicker, more efficient, and help foster alignment. 

Our customer pulse meeting agenda template encompasses everything you need to host an effective customer pulse meeting that fosters alignment and clarity. Simply select a premade template, modify it with unique headlines and subtitles, and bring it to life in real time during your next meeting. Our template will set you up to host meaningful conversations with your customers, discuss any roadblocks or blockers, present any new features, gather feedback, and create actionable next steps. 

What’s inside this Customer Pulse Meeting Template:

Use this customer pulse meeting agenda template to host an effective customer pulse meeting today. 

1 👋 Catch Up

How is everything going since we last chatted?

This section is where you can chat with the client and discuss anything that may have come up since you last spoke. You can use this time to provide your customer with an update and encourage them to do the same. It’s important that you encourage them to bring forth any pertinent information during this time. Have they received additional customer feedback? Have they run into an issue using the product? Has acquisition dropped off or skyrocketed? It’s important that you use this time to dive into the details and create an open dialogue.  

2 🚧 Roadblocks

Discuss any current roadblocks.

Has your customer run into a roadblock? Use this time to discuss any roadblocks or blockers that they may be facing. This is a great time to propose or brainstorm new solutions. It’s important that your customers feel supported, and this is the perfect opportunity to make sure they have what they need to succeed.  

3🚀 New features

Present any new features.

This section of the customer pulse meeting agenda template is where you will discuss any new features. Has your organization come up with a new feature that you believe would be beneficial to the client? Use this time to gauge their interest and brief them on the feature. 

4💡Feedback

List any features or capabilities that you wish the product or service could do for you.

This section is where you’ll encourage your customers to provide feedback. Is there a feature or capability that they wish the product or service had? Encourage them to share their thoughts and use this time to discuss areas in which you can improve.

5Action items ✅

What came out of this meeting? What are our next steps?

This section of the customer pulse meeting agenda template is where you’ll note any action items. Use this time to discuss next steps and detail who is responsible for completing what tasks once the meeting is over. 

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About the author

Fellow.app

Fellow is the meeting productivity and team management software where teams gather to build collaborative agendas, record decisions, and keep each other accountable.

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    Former Chief Talent Officer, Shopify

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