One of your main responsibilities as a Customer Success Manager (CSM) is to keep your clients informed and satisfied with the product. That’s why, one of the most important meetings you can schedule as a CSM is a Quarterly Business Review with your most important accounts.
According to Gainsight, “QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.”
What’s inside this Quarterly Business Review meeting template:
1 Delivery & ROI
- Why did the customer purchase the product and how well have you fulfilled that need?
- Data points that demonstrate the value of your product
2 Support review
- Review the amount of tickets submitted by the customer and their resolution times
- Number of cases (opened and closed)
- Average time to resolution
3 Health scorecard
- Scorecard methodology and overall health score
- Health score trends and results
4 Lifecycle stage
- Review where the customer stands in terms of implementation
- Where was the customer 90 and 180 days ago?
- Where is the customer today?
- What will take to get to the next stage?
- How does this customer compare to others?
- Areas where the customer is falling short
- What needs to happen to get them up to, or past, the benchmark?
6 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
7 Product roadmap
- Placeholder for your roadmap slides
- Upcoming products and features that are relevant to the customer’s needs
8 Action items
- Write down action items and decisions
- Send meeting summary, slides, and goals
- Schedule next executive review