Quarterly reviews are an opportunity to do more than simply recap the last few months. They give your team a chance to evaluate progress, address what’s still outstanding, and make sure you’re aligned with where the customer is headed next. A productive review starts with understanding what your team committed to last quarter, what remains open, and whether the customer’s priorities have changed. Dynamics 365 Sales can help bring that information together. All you need to know is where to look and what to ask.
Before your meeting, ask yourself and your team:
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- What has gone well since the last review?
- What still needs attention?
- What is most important to the customer next quarter?
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Let’s break down each question and how you can find this information in your system!
What has gone well since we last connected?
A good place to start is with the commitments from the previous review. Open the customer under Accounts and review the Timeline for calls, emails, meetings, tasks, and notes recorded since then.
If Timeline search is available, try entering the name of a project, product, or issue the customer mentioned. You’ll want to filter for Closed activities to narrow down completed follow-ups. Then open the original record and read any customer response; that response tells you more than the activity status alone.
You can also check the account's Related Opportunities for relevant closed business. From there, read the notes before presenting a deal or completed task as a win. You can bring two or three examples to the meeting and ask whether they delivered the outcome the customer expected.
If your team uses Copilot in Dynamics 365 Sales, check the Account Summary for the most recent activity and recently closed opportunity. That can help you choose which records to open first. Read the original notes before calling anything a win.
What needs more attention?
You can use the Timeline filters for Active or Overdue activities where those options are available. For each open item, check the original commitment, the owner, the due date, and the latest response.
Then look beyond the task list. Some of the things you can review are to see if a customer may have asked the same question twice or raised a concern that was never turned into a task. You can also search recent activity for the topic and check related contact or opportunity records if a conversation is missing from the account Timeline.
If your team has access to Dynamics 365 Sales skills in Copilot Cowork, ask what changed with an account and what needs attention before a review. It can bring together CRM records with email and meeting context.
What is most important in the next quarter?
Start by reviewing open Opportunities for expected dates and pending decisions. From there you can read recent account notes for goals discussed at the last review, then check related Contacts to see who should be part of the next conversation. You can even ask the customer which dates and priorities still hold.
If your organization uses Relationship Analytics, open it from the account's Sales Insights form. From here, review the interaction history to see whether meetings or emails have slowed down or if the most recent outreach came from your team. These metrics can give you something specific to ask about.
For meeting prep, Copilot’s Prepare for sales meetings prompt can summarize notes from the past three months and the latest email thread on the related record. One thing to note is to make sure to compare that recap with the Timeline because the previous review may be older than the notes the prompt covers.
Lastly, remember to write down the decisions coming up, the outcomes the customer wants next quarter, and any new people who need to be involved.
Bring the right questions to the meeting
You do not need a large report to have a productive quarterly review. Instead have these following items prepared:
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- Two or three wins to confirm with the customer
- A short list of open issues or commitments
- Questions about the customer’s next priorities
- Upcoming decisions, dates, or changes in stakeholders
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Use Dynamics 365 history to guide the conversation and remember, before the meeting ends, confirm the decisions made, who owns each follow-up, and when it is due. You’ll want to record the details against the appropriate account or opportunity so your team can find them next quarter.
If your team is still chasing down information before every review, TopLine can help make customer history easier to find within Dynamics 365 Sales. Let's talk about the account views, activity tracking, or training that would make preparation easier!