In the world of customer success, Quarterly Business Review (QBR) aims to understand the desired outcomes and potential of the business. QBR is a great way for customer success teams to review, strategize expansion plans, and prepare for any challenges that the organization may face.
The Quarterly Business Review is one of the most important activities a Customer Success Manager must perform to offer value for their clients. So we came up with tips on how CSMs can nail your next QBR.
A Quarterly Business Review or QBR is a discussion meeting that you have with your clients on a quarterly basis. The focal point of the Quarterly Business Meeting revolves around the business of your clients, what can be done to escalate the growth of the business. It aims to understand the desired outcomes and potentials of the business. Making recommendations accordingly based on the understanding of the desired outcomes of the business. As Customer Success Managers, you will act as a business advisor to the clients and customers in guiding them towards success.
Here are some tips and best practices to run a successful QBR:
There is always that urge from clients and customers to know what’s next with their journey with you. Quarterly Business reviews make customers feel that they are being valued by keeping them well informed of the status and products that they are using. Conducting QBRs confirms that you are the perfect partner for them who always thinks ahead in keeping them on the right track. A partner who always prepares a plan to help them innovate and reach their desired outcomes.
As Customer Success Managers, do the extra mile you need to make sure that you offer additional ways to interact with clients not just rely solely upon business reviews so that you can better understand how the customer is doing and offer value so that you don’t have to do it on a quarterly basis. Business reviews are not just the only way to reach out to your clients and make them feel valued. You can always call and check the status of clients and schedule a sit-down or zoom meeting to discuss ways and strategies to improve and develop their business. Don’t just stop after having them sign a purchase or a subscription agreement, your role as a CSM does not stop there, you are on the same journey together towards success.
Create a cadence for your strategic customers and your high-touch customers in a manner that aligns with what the customers desire their experience to be like. Don’t push QBR just because it’s a requirement or part of your engagement model to do it on a quarterly basis if it doesn’t work with the client then don’t conduct a QBR for that certain client. Always look at the bigger picture and assess the situations and the status of your clients to clearly identify what they really need in order to achieve their goals and desired outcome for their business.
Our experienced team is ready to help you design an effective and scalable Customer Success practice that’s fully-aligned with best practices including proper and world-class assistance in your QBR journeys.
CSM Practice is here to help you tailor an appropriate customer experience and maximize value to retain more customers, promote expansions, and grow advocacy.
CSM Practice specializes in the technology and services industry and offers a portfolio of enterprise solutions to organizations that wish to achieve successful and scalable results.
Take it to the next level! Ask CSM Practice about the services we provide and learn how we can help you transform your organization into success.
Whenever you’re ready… here are 3 ways I can help you build, optimize, or scale your Customer Success practice:
