To ensure customer success QBRs are painless (and actually beneficial!), it’s important to have documented steps of what is needed from each individual participating – both for those leading the customer success QBR as well as those presenting. If the customer success QBR process is difficult or confusing, you can be sure it will be dreaded by your customer success team. Check out our 5 steps for hosting a successful existing business QBR below:ĥ Steps to Host a Successful QBR for Customer Success:ġ. In reality, though, a QBR should be a collaborative time to understand from ALL angles what worked well, what tools were used or weren’t used, what went wrong during the quarter, and what will be different in future quarters. Even before the QBR started, you felt like you were walking into a punishment – you felt like a victim, regardless of whether or not you hit your customer renewal target or growth quota. Or, maybe you’ve been part of a sales team where quarterly reviews were like going in front of the judge. You were just told to “get that renewal”. Maybe you’ve been part of a team or company where quarters passed on, but nothing ever changed in the customer success process nothing was reflected upon after a quarter ended. Our Customer Success Leaders Toolkit also provides insight into building and scaling high performing teams.īefore You Can Move Forward, You Must Look Back
#Conduct together review how to#
The purpose of such a meeting is to review the last quarter’s performance and to discuss plans for the next quarter.” In short, your customer success team can use QBRs as a strategic practice to review customer success over the past quarter with their managers, and use the time to strategize about how to renew customers and work through upcoming challenges and see opportunities in a new light. It can also be a meeting with the next level where the regional or national sales manager meet with their front line sales. But the key is that the executive team must conduct it well and in a way that all cards are on the table, with no fear of honesty.īut first, what exactly is a QBR and how should existing business teams think about this practice? According to Steven Rosen, Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives. In a QBR, a company uses its past to guide future planning and forecasting. What is a Quarterly Business Review (QBR)? This is a very common practice for new business teams focusing on new customer logos, but your customer success team can benefit just as much – if not more.
To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management.
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