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Gainsight's Quarterly Business Review (QBR)

Prepare for an impressive customer QBR using Gainsight's template
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Executive Business Review and Purpose 

Outline the purpose of the meeting and briefly go over the topics you will be covering as well as your goals for the next quarter. Make sure to emphasize ROI during your introduction. 

Specific elements of a QBR that may become a standard part of your delivery:

Last Quarter Review

If done regularly, the output of a QBR should include the stated goals for the next 90 days with the intention of reviewing and comparing results against those goals at the next QBR. So the starting point for preparing for a QBR is to review and assess the goals and results for the past quarter.

Support review

  • How many cases were opened and closed
  • Breakout by type and severity
  • Average time to resolution
  • Any currently outstanding

Health scorecard

  • Overall health score
  • Scorecard methodology and results
  • Health score trends

Lifecycle stage

  • Where is the customer today
  • Where were they 90 and 180 days ago
  • What will it take to get to the next stage


  • How does this customer compare to others
  • Where are they falling short and what needs to happen to get them up to, or past, the benchmark

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

Goals and Recommendations

Outline the goals and recommendations you have for the next quarter and open them up for discussion and approval. Have a concrete plan in place for achieving these goals. 

Summary and Next Steps 

  • Summarize the key priorities and next steps for the upcoming quarter

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Gainsight's Quarterly Business Review (QBR)

One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review. They are the perfect time to show exactly how big of an impact you’ve had on your customer's business. A QBR should be a strategic event, not a tactical one. This is not the time to discuss the details of a particular issue or how you are going to train the new admin. Those kinds of meetings can happen without executives in the room.

The kinds of topics that are appropriate for a QBR might include:

  • Return on Investment (ROI) in your product
  • Expansion of the value proposition from their perspective
  • Additional use cases they’re exploring or you’ve noticed
  • Phase 2 (or 3 or 4) of the implementation
  • New products or features they might be interested in
  • Results from the previous 90 days
  • Major roadblocks or obstacles to success (and how to get back on track)
Gainsight's Quarterly Business Review (QBR)

About the author

Nick Mehta

Nick Mehta

Nick Mehta is the CEO of Gainsight, the leading Customer Success company. Prior to Gainsight, Nick was the CEO of LiveOffice, where he led the Inc. 5000 company’s profitable growth to $25 million in revenue and successful sale to Symantec. Nick has held senior operating roles for public and private companies in the enterprise and consumer technology markets, including Veritas Software (acquired by Symantec), Symantec Corporation, and XDegrees (acquired by Microsoft). Mehta also served as an Entrepreneur-in-Residence at Trinity Ventures and Accel Partners. In the mid-1990s, Nick co-founded a venture-funded online golf retailer called Chipshot, one of the top 20 online retailers during the dotcom bubble. He is also the co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

One of the Top 50 SaaS CEOs by SaaS report
EY’s Entrepreneur of the Year Finalist
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