Gartner Research

6 Steps to Build and Manage a Virtual Customer Advisory Board

Published: 23 January 2019

ID: G00373514

Analyst(s): Jeff Chamberlain , Robert Anderson


This six-step action plan shows tech CEOs how to help their team organize and manage a virtual customer advisory board using best practices that ensure customer retention and advocacy, and improve business effectiveness.

Table Of Contents


  • Benefits
  • Risks
  • Step 1: Sponsor and Define the Virtual CAB
  • Step 2: Evaluate and Select the Technology Platform
  • Step 3: Present the Virtual CAB Business Case and Budget
  • Step 4: Conduct Board Preparation and Orientation
    • Recruit Board Members
    • Clarify, Confirm, Communicate and Coordinate
  • Step 5: Plan and Run Virtual CAB Meetings
    • During the CAB Meeting
  • Step 6: Direct Follow-up, and Manage Performance

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