Running Post-Implementation Reviews to Ensure High Customer ROI
Designed for Customer Success Managers in SaaS organizations tasked with ensuring client ROI and renewals post-implementation to spark real collaboration and high-energy learning.
A 90-minute virtual workshop leveraging breakout rooms and interactive polls. Audience pain points include inconsistent review processes, difficulty demonstrating value, and anxiety about handling negative client feedback.
ROI Reveal Icebreaker
Kick off by showing three real (anonymized) post-implementation review slides: one that clearly outlines ROI, one vague, and one that misses ROI entirely. Invite participants to guess which resulted in a renewal, an upsell, and a churn. They’ll vote and discuss initial impressions.
Tap to view the full activity.
Why this works
This taps into curiosity and primes participants to see the impact of review quality before diving into frameworks.
ROI Myth Buster
Present a popular misconception: 'Customer ROI is only financial.' Share three client stories: one about time savings, one about compliance, and one about innovation. Ask participants to match the story to the ROI type, exposing non-financial value.
Tap to view the full activity.
Why this works
People often limit ROI to dollars. Revealing this misconception broadens strategic thinking and prevents tunnel vision.
Quick Wins Brainstorm
Use a low-pressure open text poll: 'What’s one small win you’ve seen in a review that made a client smile?' Participants anonymously submit, and the group votes for their favorite. Facilitator shares top 3 for group appreciation.
Tap to view the full activity.
Why this works
Anonymous input reduces pressure and encourages sharing practical, real-life wins—building collective wisdom.
ROI ‘Hot Potato’ Game
Facilitator starts a rapid-fire round: one participant shares a tricky review situation, next person offers a possible solution or question, then passes to another. Timer buzzes every 60 seconds—keep it lively and moving.
Tap to view the full activity.
Why this works
High-energy, quick thinking fosters peer connection and agile problem-solving. This breaks up passive learning with active, fun engagement.
ROI Dilemma Challenge
Share a real-world dilemma: 'A client achieved their stated KPIs, but still feels dissatisfied.' Break groups into pairs to role-play the review conversation, focusing on uncovering hidden value and building trust. Debrief on solutions and pitfalls.
Tap to view the full activity.
Why this works
Applying learning to a thorny, authentic scenario builds problem-solving skills and empathy—core to successful reviews.
Personal ROI Map
Close with guided reflection: each participant maps their own client portfolio against a simple template—‘ROI delivered’, ‘ROI communicated’, and ‘ROI gaps’. Invite sharing of one insight or surprise discovered during mapping.
Tap to view the full activity.
Why this works
Active reflection cements learning by connecting content to personal experience, driving ownership and commitment.
Sign up to unlock 3 more activities
Get the full pack, facilitation flow, and more ready-to-run ideas.