Quarterly business review (QBR)template

Quarterly Business reviews are the second most important meetings for Customer success managers in the customer success world. The first being the onboarding meeting. QBRs are a CSM’s chance to showcase how their product has met the customer’s KPIs. Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. Here is a template to help you plan the Quarterly Business Review meeting

1. Quarterly
Business
Review
Meeting

2. Agenda
Current Focus/Strategy
Your strategy/Initiatives for
the next 3/6 months
Wins!
What we’ve achieved so far
with the implementation
Recommended Use-Cases
Business specific uses-cases
we recommend
Mutual Success Plan
Progress/update on ongoing
success plan
01
02
03
04
Blocker/Feedback
Any major blockers and general
feedback for the team
05
Product Roadmap
What is our roadmap for
the next 3 months
06

3. Wins
Key Process to be
Defined & Managed 04
●
No more Surprises :
Proactive Risk
Identification
03
●
Automated Health
Calculation 02
●
Centralised Data 01
● ✔
✔
✔
✔
Enter Details
Enter Details
Enter Details
Enter Details

4. Outcome 2: Risk Identification
Count MRR Number of Accounts Alert Name
X1 $10K3
Overdue Invoice
count is more than
2 in the last 30
days
X121
Total Features
used reduced by
40% in the last 14
days
$50K
X$20K2
Feature X used
less than 5 times
in the last 7 days
4
●Sample data

5. Automated Health 360: Distribution of Product Adoption Health
●Sample data

6. Automated Health 360: Segment Wise Health Breakup
Good
Health
Average
Health
Total Accounts
Major Customer
Segments
XSegment 3 X X
XSegment 1 X X
Poor
Health
X
X
X
XXX
Segment 2

●

7. Standardised CS Processes - Playbook Usage


Onboarding
Playbook
(Q4)
X
Customers
Added
X
Customers
In-Progress
Renewal
Playbook (Q4)
X
Customers
Added
X
Customers
In-Progress
QBR Playbook
(Q4)
X
Customers
Added
X
Customers
In-Progress
X
Customers
Completed
X
Customers
Completed
X
Customers
Completed

8. Key Onboarding Insights
X
Accounts Added to
Onboarding Playbooks

X
Accounts Active in
Onboarding Playbooks
X
Accounts Completed
Onboarding Playbook

X
Accounts Completed
Onboarding Playbook

X
Lowest Onboarding
Days

X
Highest Onboarding
Days
X
Average Onboarding
Days

X
Assigned Onboarding
Tasks

X
Completed Onboarding
Tasks
X
Overdue Onboarding
Tasks

9. CSB Adoption Metrics


X
Logs Added
↓ 56% • was Y last quarter

X
New Tasks Created
↓ 98% • was Y last quarter

X
Tasks Completed
↓ 75% • was Y last quarter

X
Time Spent per CSM
↓ 38% • was Y last quarter

X
Active CSMs
↓ 73% • was Y last quarter

X
Emails Synced
↓ 34%• was Y last quarter

X
Emails Sent via Journeys
X
Active Integrations
X
Notes Added

10. The customer’s strategy/Initiatives for the
next few months


Current
Focus &
Strategy
02

11. What’s the focus for next 3 months?
1.What’s the focus of your business?

2.What are the new initiatives you are working on?

3.Any new strategic team-members you are planning to hire?

4.Are you guys tracking any new metric?

12. Business specific uses-cases that you can
recommend


Suggested
Use-Cases
03

13. Recommended Use-Cases (Rabbit Retention)
Onboarding
Accounts are
auto-assigned

Auto-enrolment of
Accounts to
Onboarding
Playbook

Trigger Automated
Onboarding Email

Take actions based
on Product Adopt
Milestones

Automated User
Onboarding



Renew
Renewal Alerts to
CSMs

Automatic Task
creation for CSm
when Renewal is
due

Automated
Renewal
reminders

Automated email
campaigns for
delayed payments


Upsell
Upsell Alerts

Enrolment to
Upsell Playbook

Forecast Upsell



Churn
Set up Account
Health

Set up right Risk
Alerts

Drive product
adoption via
Automated
messages & H.I.T

Driving Advocacy
campaigns to get
case-studies, G2s





Team
Management

Track portfolio
Performance

Reports &
Dashboards
created




Completed Use Cases Yet to Start Use Cases

14. Recommended Use-Cases (Elephant Retention)
Onboarding
Setting up Standard
Onboarding process

Measure onboarding
with Business
Outcome, Product
Adoption Milestones

Track the progress of
the team & see
where an Account is
stuck/running
behind.

Manage Sales
Handoff process

Track & measure
Onboarding metrics
(Time to value, time
to Go-live etc)
Renew
Identify Accounts
coming up for
Renewal

Auto enrolment of
accounts to Renewal
Playbook

Set up standard
renewal process

Automate Renewal
Communication


Upsell
Identify upsell
opportunities

Predict and manage
forecast values

Set up a standard
practice for Upsell &
cross-sell

Drive Advocacy
campaigns

Churn
Set up right Health

Set up Risk Alerts

Proactive alerts to
identify customers at
risk

Proactive Risk
identification based
on touchpoints

Proactive Risk
identification based
on different product
modules







Team
Management

Monitor the activities
done by a CSM to
make the customer
successful

Visibility into the
portfolio of each
CSM

Track SaaS & CS KPI
metrics




Completed Use Cases Yet to Start Use Cases

15. Progress/update on ongoing success plan


Mutual
Success
Plan
04

16. Update on Mutual Success Plan
S.No.Use CaseOwner Targeted Completion
Date
Blockers/RisksStatus
1 Use Case
1
On Track
2 Use Case
2
Delayed
3 Use Case
3
Yet to Begin

17. Any major blockers or general feedback
for the team


Blockers/
Feedback
05

18. Challenges faced
What are your
expectations
What’s working well Expectations from CSM

19. Product roadmap for the next 3 months


Product
Roadmap
06

20. Thank you!
Next QBR :

Next weekly/monthly catch is on