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Quarterly Business Review Template - QBR Template - Customer Success Management


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This is a Quarterly Business Review Template to be used by Customer Success Management organizations.

One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).

QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

Published in: Leadership & Management
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Quarterly Business Review Template - QBR Template - Customer Success Management

  1. 1. Quarterly / Executive Business Review Template
  2. 2. Quarterly / Executive Business Review Purpose Set/Review Our Goals Gainsight Success You Gainsight Services Create Specific Action Plan Measure and Drive Results Define Measurement Quarterly process designed to maximize the return on your investment
  3. 3. Delivery & ROI Delivered to Date • XYZ • XYZ • XYZ ROI • XYZ • XYZ • XYZ
  4. 4. What’s Remaining in SOW • Data • XYZ • Functionality • XYZ • Other Capabilities • XYZ
  5. 5. Goals Goal/Impact Tactics Outputs Outcomes Measurement Long term Short term
  6. 6. Recommendations • Q3’14 • XYZ • Q4’14 • XYZ
  7. 7. Summary & Next Steps • Send meeting summary and slides and goals • Schedule next Exec Business Review
  8. 8. Your Success Solution Product A Product B Product C Get all Product A services PLUS Get all Product B services PLUS Designated CSM Semi-annual Customer Success Quarterly Success Review Benchmarking CUSTOMER SUCCESS ONBOARDING Annual Customer Success Assessment Workshop Configure Home Dashboards Alerts Load Historical Adoption Admin & End-user Training Concierge for 1st Survey Concierge for 1st Exec Meeting Sales View Set Up Workflow & Playbooks Events & Milestones Scoped with Services Additional Admin Training Ongoing Adoption Configure Support View Health Scorecards
  9. 9. Product Roadmap • Placeholder for your roadmap slides