Prepare for an impressive customer QBR using Gainsight's template
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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:
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.
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.
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: