The document outlines the importance of Quarterly Business Reviews (QBRs) for B2B SaaS customer success, emphasizing their role in reinforcing value, understanding customer goals, and building strong relationships. It details the stakeholders involved, the key components of a business review, and the steps required for effective QBRs, including preparation, execution, and follow-up. Additionally, it provides a checklist for conducting remote QBRs to ensure successful engagements.

1. CustomerSuccessBox
Actionable Customer Success Platform for B2B SaaS

2. QBR
- What is a QBR?
Periodic reinforcement of value delivered along with understanding the ever evolving desired outcomes of
customers.
- Advantages of a QBR
Make sure the customer is able to achieve their goals.
Build a solid relationship with the customer.
Constantly improving your product to solve more complementary problems of the user.
Making sure that the product grows and becomes irreplaceable as the client grows.

3. Stakeholders of a QBR
- For Whom Should QBRS be made?
Start by doing business reviews with the key customers.
What are the key customers?
Customers in the top tier.
Customers who have the potential to move to the top tier
- Who should be invited for the QBRs?
Your Side Account Manager Customer Success Manager VP of Customer Success
(Optional)
Customer’s side Champion/ SPOC (Single
Point of Contact)
Sponsor Admin

4. What all should be included in a Business Review?
Past info: What was promised?
Present info: What is delivered? Current Roadblocks ROI Communication &
Validation
Future work: What is the work
planned with
timelines?
Expected business
impacts
Direction Validation Discuss the product
roadmap
Proposals: Potential new
business case
Investments required Upsells/ Upgrade
Opportunity
Agreement/
Disagreement/
Comments
Miscellaneous: Benchmarking Customer Success
Industry News &
Updates
Business Insights Client Industry News
& Updates
Action Items: Feedback Commitments Investment Approvals Date for next review

5. Steps for Delivering an Effective Business Review
- Make it as a part of customer success journey.
- Prepare insightful reports with benchmarks.
- Conducting the meeting with all the stakeholders.
- Work on action pointers of the meeting.

6. Remote QBR checklist
1. Remote QBR setup readiness
2. Before the remote QBR
3. During the Remote QBR
4. After the Remote QBR

7. Remote QBR Setup Readiness
- Pro Webcam
- Pro Microphone
- Pro Lights (2 LED Panels or better)
- Pro Backdrop

8. Before the Remote QBR
- Set Objectives and Agenda
- Schedule a date and send the meeting link
- Review discussion point checklists
- Review product road map

9. During the Remote QBR
- Confirm Objectives, Agenda and Schedule
- Focus one objective at a time
- Stick to the session timeline
- Give breakout in Session
- Answer questions at end of each session
- Record the QBR for sharing

10. After the Remote QBR
• Summarize action items
• Summarize undiscussed issues
• Freeze date and timing for next QBR
• Send recap and representation to the audience
• Take feedback from the audience about what to include in the next QBR