Quarterly Business Review
The Quarterly Business Review (QBR) is a strategic tool for customer success managers (CSMs) to showcase the value of their product to a customer's business. CSMs at Gainsight, a customer success and product experience tool, use a QBR meeting template to ensure they can make a strong case for the tool's ROI.
During the meeting, CSMs demonstrate the impact of Gainsight and its services on the customer's business. This includes a review of the previous quarter's support performance, health scorecard, lifecycle stage, benchmarking relative to other customers, and product usage trends. CSMs use these insights to propose goals and recommendations to the customer, and together they agree upon next steps. New use cases, upcoming implementations or features, and strategies to overcome roadblocks to success may also be discussed.
With this template, CSMs can conduct a comprehensive and impactful QBR that helps customers understand the value of the product and fosters the transparency, alignment, and collaboration for essential for a successful long-term partnership.
Quarterly Business Review
Executive Business Review and Purpose
Outline the purpose of the meeting and briefly go over the topics you will be covering as well as your goals for the next quarter. Make sure to emphasize ROI during your introduction.
Specific elements of a QBR that may become a standard part of your delivery:
Last Quarter Review
If done regularly, the output of a QBR should include the stated goals for the next 90 days with the intention of reviewing and comparing results against those goals at the next QBR. So the starting point for preparing for a QBR is to review and assess the goals and results for the past quarter.
Support review
- How many cases were opened and closed
- Breakout by type and severity
- Average time to resolution
- Any currently outstanding
Health scorecard
- Overall health score
- Scorecard methodology and results
- Health score trends
Lifecycle stage
- Where is the customer today
- Where were they 90 and 180 days ago
- What will it take to get to the next stage
Benchmarking
- How does this customer compare to others
- Where are they falling short and what needs to happen to get them up to, or past, the benchmark
Product usage
- What does usage look like along with trends
- Which features are being used, which aren’t
- Most active users
- License deployment and value received
Goals and Recommendations
Outline the goals and recommendations you have for the next quarter and open them up for discussion and approval. Have a concrete plan in place for achieving these goals.
Summary and Next Steps
- Summarize the key priorities and next steps for the upcoming quarter
The Quarterly Business Review (QBR) is a strategic tool for customer success managers (CSMs) to showcase the value of their product to a customer's business. CSMs at Gainsight, a customer success and product experience tool, use a QBR meeting template to ensure they can make a strong case for the tool's ROI.
During the meeting, CSMs demonstrate the impact of Gainsight and its services on the customer's business. This includes a review of the previous quarter's support performance, health scorecard, lifecycle stage, benchmarking relative to other customers, and product usage trends. CSMs use these insights to propose goals and recommendations to the customer, and together they agree upon next steps. New use cases, upcoming implementations or features, and strategies to overcome roadblocks to success may also be discussed.
With this template, CSMs can conduct a comprehensive and impactful QBR that helps customers understand the value of the product and fosters the transparency, alignment, and collaboration for essential for a successful long-term partnership.
