10 · Sample Artifacts
Sample QBR: Enterprise Account Review
Every 90 days I run a structured Business Review with each major account. This is an anonymized example from a real engagement at Feitian Technologies. The customer is a large regulated enterprise in financial services; all metrics are banded per NDA.
Customer
Fortune 500 Financial Services Firm
Industry
Financial Services / Banking
Period
Q1 FY2024
Slides
6 slides
Anonymized per NDA. No company names, individual names, or exact revenue figures appear on this page. The customer is described by size and industry only. All metrics are banded (ranges, not precise numbers). The structure and account-management discipline are the artifact — not the customer.
Cover
Customer Profile
Fortune 500 Financial Services Firm · 50,000+ employees · Regulated banking and insurance divisions · FIDO2 hardware authenticator deployment began Q3 FY2022.
Attendees by Role
- VP, Information Security (Customer)
- Director, Identity Management (Customer)
- CISO (Customer — observer)
- Account Executive (Feitian)
- Solutions Engineer (Feitian)
Account Health
Adoption
75–85% of Phase 1 target user base
Support Volume
1–2 tickets/month (down from 5–7 at launch)
Satisfaction Trend
CSAT Score — Rolling (0–10 scale)
Analysis
Support volume dropped 70% vs. launch quarter following the post-deployment review and async helpdesk FAQ rollout. CSAT is now in NPS promoter territory. Remaining gap to 100% adoption is a single legacy app team awaiting their Q2 migration window.
Expansion
Physical Access Control Module
FIDO2 tap-to-access for 12 data centers and regulated floors. Eliminates legacy card readers across Tier 1 facilities.
Mobile Authenticator Bundle (iOS + Android)
Extend FIDO2 to mobile workforce — field agents, remote advisors. Currently 3,000+ devices are out of scope for Phase 1.
SCIM Integration for HR System
Automate token provisioning and deprovisioning tied to onboarding/offboarding workflow. Addresses the Director of IdM's top compliance ask.
Roadmap Alignment
Physical access aligns with the Q3 FY24 data center migration. Mobile bundle gates on the BYOD policy rewrite expected Q2 FY24. SCIM integration is pre-approved in principle by Director, IdM.
Next Steps
- Schedule architecture review for physical access (Kevin to own — by March 31)
- Share BYOD FIDO2 deployment guide with IT policy team
- Send SCIM integration spec and pricing sheet by April 5
Risk Register
IT Freeze During Merger Integration
Engage CISO directly to pre-approve physical access initiative as a "strategic exception." Position as a security requirement, not a net-new project. Leverage FIDO Alliance compliance angle.
Owner: AE (Kevin)
Champion Role Change — Director, IdM Departing Q2
Accelerate multi-thread to VP, IS and CISO now. Secure written endorsement from departing Director before transition. Obtain introduction to incoming Director. Bring SE to build relationship with their IdM team directly.
Owner: AE (Kevin)
Competitor Running Physical Access Pilot
FIDO2 interoperability is the decisive differentiator — the incumbent's legacy solution requires proprietary tokens and does not support cross-vendor FIDO2. Prepare a bake-off brief and fast-track POC request.
Owner: SE + AE
Mutual Asks
Customer asks Feitian
- FIDO2 passkey roadmap — timeline for FIDO2 Level 2 certification
- Introduce new SE who will own the physical access proof of concept
- Reference customer in financial services for a peer conversation (Director, IdM request)
Feitian asks Customer
- Introduction to CISO for Q2 enterprise license renewal discussion
- Confirmation that incoming Director, IdM will have decision authority for SCIM integration
- Executive sponsor letter of support for physical access POC inside the IT freeze window
Action Items
| Action | Owner | Due | Status |
|---|---|---|---|
| Send FIDO2 passkey roadmap and FIDO Alliance Level 2 certification timeline | Kevin (AE) | March 28, 2024 | Done |
| Schedule architecture review for physical access POC | Kevin (AE) + SE | March 31, 2024 | Done |
| Introduce financial services peer reference to Director, IdM | Kevin (AE) | April 5, 2024 | Done |
| Customer: Provide CISO introduction for license renewal discussion | VP, IS (Customer) | April 10, 2024 | Done |
| Customer: Confirm incoming Director decision authority for SCIM | Director, IdM (Customer) | April 7, 2024 | Done |
Want to see the deal that built this relationship? Read the case study, or see how I own post-sale accounts on the hire page.