What is a QBR?
A quarterly business review is a scheduled meeting, usually every three months, between a vendor and a customer. It checks the results of the last quarter against the goals both sides agreed, raises what did not work, and sets the plan for the next quarter.
Who should attend?
- Customer: the executive sponsor and the lead of the team using the product
- Your side: the account owner or CSM, and an executive sponsor for strategic accounts
- Keep it small. A QBR is a decision meeting, not a training session
What should a QBR cover?
- Goals agreed last quarter, and whether each was met
- Results, with the numbers and their source
- What did not go well, and what changed
- The customer's priorities for next quarter, in their words
- The plan: goals, owners and dates
- Commercials, only when a renewal or expansion is due
The QBR template
Quarterly business review: [Customer], [Quarter]
Attendees: [Customer sponsor, users' lead] · [Our account lead, CSM, exec sponsor]
1. Goals we agreed last quarter
- [Goal] · [status: met / on track / missed] · [the number, before and after]
2. Results this quarter
- Usage: [active users, key feature adoption, trend]
- Outcomes: [the business result the customer cares about, with the source]
- Support: [tickets opened, resolved, anything still open]
3. What did not go well, and what we changed
- [Issue] · [what we did] · [owner]
4. Their priorities for next quarter
- [Priority, in their words]
5. Plan for next quarter
- [Goal] · [metric and target] · [owner] · [date]
6. Commercials (only if due)
- Renewal date, expansion options, open asks
Decisions and next steps
- [Decision] · [owner] · [date]
How does WiseOrg help with QBRs?
WiseOrg already holds each account's usage, tickets, invoices and conversations in one knowledge graph, so the results section fills from your sources instead of a week of pulling reports. Ask it to draft the QBR for an account, and review it before the meeting.