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In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective. In customer success, however, QBRs aren’t quite as prevalent, although more and more existing business teams are starting to leverage this strategic format. QBRs are a great way for customer success teams to review accounts, strategize expansion plans, and workshop any issues or challenges.
QBRs are different from other types of sales meetings because they are truly action-oriented. QBRs are a time for customer success teams to share ideas, build plans, and collaborate with others on strategic initiatives, but they are also a time for change. Customer success leaders should be able to take the content that was discussed in a QBR and turn it into action plans for the upcoming quarter.
Here are some tips and best practices to run a successful QBR:
After a QBR, it’s important to not let what was discussed to go to waste. Processes and procedures should change after a QBR as a sign that the meeting was successful. Once your team gets used to the rhythm of these quarterly meetings, they can begin to spend the months in between with metrics and action plans in mind. QBRs aren’t just for sales teams anymore. Existing business is an incredibly important part of any company’s revenue stream and QBRs are the perfect way to ensure customer success has the strategic focus it deserves.
