What is important to establish during the delivery stage of a business review?

Establishing accountability during the delivery stage of a business review is crucial because it creates a framework for mutual responsibility and follow-through on objectives and action items discussed in the review. Accountability ensures that all parties, including the customer and the Customer Success Manager, are clear about their roles and commitments moving forward. It fosters an environment of trust and transparency, as both sides can hold each other responsible for progress and outcomes, which ultimately contributes to customer satisfaction and success.

In contrast, while confidentiality is important in maintaining trust and protecting sensitive information, it does not directly relate to the effectiveness of the business review's delivery phase. Competition analysis might be relevant in a broader strategy discussion but isn't a focus of the delivery stage, which is about reviewing performance and next steps. Immediate sales, while beneficial for business growth, typically fall outside the scope of a business review, which is primarily centered on assessing ongoing relationships and aligning on future goals rather than pushing for immediate transactions.