Process Library

Quarterly Business Review (QBR)

A structured QBR that spends most of the time on delivered outcomes and risks, and ends with an explicit ask and commitment.

Customer Success 6 steps
When to use

Once a quarter per top-tier account, scheduled 30 days ahead.

Trigger
Runs when: A scheduled quarterly review for a top-tier account

The procedure

6 steps

  1. Pull the customer's actual usage, support tickets, satisfaction scores, and recorded sentiment from the past 90 days.
  2. Build the deck: outcomes delivered in concrete numbers, what is at risk, and what you recommend next.
  3. Pre-share the deck 24 hours ahead so the customer reads it cold.
  4. On the call, spend about 70% of the time on outcomes and risks and 30% on roadmap.
  5. End with one explicit ask and one explicit commitment from each side.
  6. Send a written recap within four hours: the ask, the commitment, and the next QBR date.
Outputs
  • A QBR deck
  • A written recap with ask and commitment
  • The next QBR scheduled before the call ends
Tools
SlidesUsage analyticsCRM
Note: A QBR with no explicit ask is a status report; with no explicit commitment it is a stall. Both are churn patterns six months out.
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Related searches
qbr sop business review process customer review meeting account review checklist quarterly review template

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