Template

Quarterly business review (QBR) template

Once a quarter with a customer: what they got for their money, what did not work, and what the next quarter is for.

60 minutesFor Account managers and customer success teamsAgenda room
Change the agenda first

The agenda, with a time for each part

  1. What you wanted from this quarter5 min
    • Is this still what matters most to you?
  2. What you got: results against goals15 min
    • Here are your numbers against what we agreed. What stands out to you?
  3. What did not work10 min
    • Where did we let you down?
    • What did your team stop using?
  4. What is changing on your side10 min
    • What is your company trying to do in the next six months?
  5. Goals for next quarter12 min
    • What would make you say this was worth renewing?
  6. What we both do next8 min
    • Who owns each thing, and by when?

How the notes read afterwards

A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.

Results. Time to answer a support ticket down from nine hours to four; the goal was five.

Did not work. The weekly report: nobody on their team opens it.

Next quarter. Bring the second office on by 1 March. Lena runs the training.

Running it well

Ways to change it

A small accountThirty minutes twice a year, with the same six headings.
With their boss in the roomLead with results and next quarter's goals, and keep the detail for a follow-up with the day-to-day contact.

When to skip it. When the customer does not use the product enough to have results. Fix that first; a review of nothing loses the renewal.

Questions

What is a QBR?

A quarterly business review: a meeting between a supplier and a customer to look at results and agree goals for the next three months.

Who should attend a QBR?

The person who uses the product every day, the person who pays for it, and the account manager. More than six people and it becomes a presentation.

What happens in the room

Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.

More templates

Customer onboarding callThe first call after somebody buys: what they want to get done, who needs setting up, and the first result to aim for.Sales demo callShow the three things they said they care about, on their own example, and agree what happens next.Vendor evaluation callYou are the buyer: the same questions for every supplier, so the answers can be compared afterwards.Sales pipeline reviewDeal by deal: what changed this week, what is stuck, and what the next step is.Weekly sales meetingThe whole sales team, once a week: the number, what was won and lost, and one thing everybody gets better at.Client kickoff meetingThe first meeting with a new client after they sign: what success looks like to them, who does what, and how you will keep in touch.Renewal callA few weeks before a contract ends: what the customer got from it, what they want next, and whether they stay.Sales discovery callLearn how they work today, what they have tried, and what a good outcome is — before pitching anything.

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