Customer Meeting Report Guidelines

Annual Account Review

• Purpose: to provide customers with an opportunity to formally discuss and review their satisfaction with Radiometer's support, products, and services
• Combination of a sales and customer satisfaction review meeting
• Identifies challenges and changes faced by customers and discusses how Radiometer can support them moving forward

Preparation

• Preparation is key to ensure a report that provides value
• Use both the slide deck and the report template during the meeting
• Agenda is only a guide, and the meeting should be tailored to the customer

Meeting Process

• FSR creates a list and plan which months they want the annual account review to take place
• FSR decides which internal stakeholders need to attend
• FSR books a face-to-face meeting (at least 1.5 hours) with the customer, or FSR requests support from ASR to book the meeting
• Include the tailored agenda of the meeting in the invite

Report

• Content of report:
  • Preparation is key to ensure a report that provides value
  • Use both the slide deck and the report template during the meeting
  • Agenda is only a guide, and the meeting should be tailored to the customer
• Should be written in professional business language to reflect Radiometer's high-quality products and services
• Should not read suggested questions, the meeting should have a natural flow
• If a customer provides minimal information, probe by using questioning skills
• Use positive wording
• Customer will provide three ratings: overall customer satisfaction, customer effort, and recommendation to peers
• Important to understand the scores and identify what needs to continue or change in the future

Slides

• Slide 7 (OPTIONAL): customer's current blood gas installation overview
• Slide 11: customer care - ask three questions on the report for customer care, customer effort, and recommendation
• Slide 12: connect and care - data insights and remote support
• Slide 13: connect and care - performance insights
• Slide 14: connect and care - service
• Slide 15 (OPTIONAL): connect and care - consumables information, hospital
• Slide 16 (OPTIONAL): connect and care - consumables information, national
• Slide 17: sensor cassette utilization
• Slide 19: track and trace
• Slide 20 (OPTIONAL): standing orders
• Slide 21-22: work from the report and discuss each section decided prior to the meeting with the customer
• Slide 23-24: current AQURE use and additional modules in AQURE
• Slide 25: work from the report
• Slide 26 onwards: Radiometer service and product information - hide as appropriate and present the information