What’s your QBR goal?
Most customer success organizations hold quarterly business reviews, at least for their larger customers, and most maintain standard decks to support the delivery of QBRs.
That’s great, but too often CSMs work hard to gather metrics and customize the deck without first asking the strategic question, “What do I want to accomplish in this QBR?” Without a clear goal, the QBR may turn into a set of pretty slides, a disengaged customer, and lost opportunities. Make the best of your customers’ precious time by defining your goal first and building the presentation around it.
Depending on how far along the customer is on their journey, and their health, the goal for the QBR may be one of these:
- double-check that the onboarding went well
- set goals for the next deployment
- present a retrospective for past issues along with a get-well plan
- introduce a new product
- understand the new org chart after a reorg
- introduce oneself to a new executive
- highlight issues on the customer side and suggest ways to address them
- convince the customer to renew
- ask for a case study or reference
- ask for an introduction to a different business unit
What are typical goals for your QBRs? Tell us in the comments.
