TECHNICAL-ACCOUNT-MANAGEMENT5 MIN READ
Say the hard thing in the QBR without triggering defense
Use Situation-Behavior-Impact language to discuss customer adoption risk in a QBR.
Erin ER Customer champion S Situation B Behavior I Impact The QBR moment 20 sec Adoption risk Erin expects the QBR to celebrate launch. Your data shows manager setup is stalled, which threatens the executive outcome. SBI keeps the conversation direct without making the champion feel accused. 15% manager setup completion 120 assigned managers
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