# 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.

**Category:** Customer Success

**When to use:** Once a quarter per top-tier account, scheduled 30 days ahead.

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

## 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

- Slides
- Usage analytics
- CRM

## Notes

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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Free SOP from the OrgTP Process Library — https://orgtp.com/process-templates/quarterly-business-review
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