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What is the objective of the Operations Review?
The Operations Review is an on-going cadence with the customer to drive the engagement’s activity. CSMs will utilize this cadence to monitor and track Success Plans, deliver CSM services content and provide updates on product and cloud notifications as well as Oracle marketing and community events.
What is the customer value of the Operations Review?
For our customers, the Operations Review can improve go-forward planning and preparedness for their Oracle deployment, assist with issue resolution and provides a regular communication channel for knowledge transfer from Oracle of best practices and valuable product and cloud operations information.
How does the Operations Review from the QBR?
The Operations Review meeting is more tactical focused than a Quarterly Business Review (QBR) meetings and will be conducted on a more frequent cadence. Objectives include:
Create an environment of consistent communications that drive action between members of the customer’s team and the CSM
Provide a forum for updates regarding success plan progress and KPI updates
Deliver CSM services content as needed and appropriate
Clarify release schedules as well as cloud operations and product notifications
What are the agenda items for an Operations Review (5)?
Product Updates and Cloud Notifications
CSM Services
Success Plan Report Out
Oracle Community Updates
Next Steps
What does Product updates and cloud notifications consist of in the Operations Review?
Customer Success Manager can use this agenda item to review any of the following schedule items and notifications
Quarterly Release Calendar (testing plans, environment refresh,) Notifications Review Product end-of-life Emergency Updates Regulatory notifications
What does CSM Services consist of in the Operations Review?
Operations Meeting cadences are an opportunity to provide CSM Services content to your customer. This section of the template deck is a placeholder only. CSMs should insert the appropriate content from the CSM service to be discussed.
The following CSM Services may be offered as part of your Operations Review or Quarterly Business Review meetings:
Release Management Review
Quarterly Adoption and Consumption Review
Product Feature Adoption Review
Release Change Planning
What does Success Plan Report Out consist of in the Operations Review?
This section is an opportunity for the CSM and customer business sponsors to review the progress of the Success Plan. All updates should be tracked in the Customer Success Tracker.
The CSM may request the customer to report out on the following:
Progress on Success Plan recommendations including key milestones achieved as well as work-in-progress items
KPI updates
Success Plan Blockers
Identified needs from the Oracle team
Other emerging business initiatives outside of current Success Plan
What does Oracle Community Updates consist of in the Operations Review?
Customer Success Manager to provide updates on various upcoming events and information that should be of interest to the customer. This may include:
List of upcoming Customer Connect Events Webinars
Upcoming Oracle Open World and Modern Customer/Business events
Recommended Oracle Blog Posts
What does Next Steps consist of in the Operations Review?
This section provides an opportunity for the following items
Summarize open action items and ownership from the meeting
Confirm logistic details for next meeting
