Quarterly Business Review Template - QBR Template - Customer Success Management
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Quarterly / Executive Business Review Template
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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.
Transcript of Quarterly Business Review Template - QBR Template - Customer Success Management
Quarterly / Executive Business Review
Template
Quarterly / Executive Business Review Purpose
Gainsight SuccessGainsight ServicesYou
Set/Review Our Goals
Create SpecificAction Plan
Measure and Drive Results
Define Measurement
Quarterly process designed to maximize the return on your investment
Delivery & ROI
Delivered to Date
• XYZ
• XYZ
• XYZ
ROI
• XYZ
• XYZ
• XYZ
What’s Remaining in SOW
• Data• XYZ
• Functionality• XYZ
• Other Capabilities• XYZ
GoalsGoal/Impact Tactics Outputs Outcomes Measurement
Short term
Long term
Recommendations
• Q3’14• XYZ
• Q4’14• XYZ
Summary & Next Steps
• Send meeting summary and slides and goals
• Schedule next Exec Business Review
Your Success Solution
Quarterly Success ReviewDesignated CSM Semi-annual Customer
Success BenchmarkingCUSTOMER
SUCCESS
ONBOARDING
Annual Customer Success Assessment Workshop
Load Historical Adoption
Configure
Home DashboardsAlerts
Admin & End-user TrainingConcierge for 1st SurveyConcierge for 1st Exec Meeting
Set Up
Workflow & PlaybooksEvents & Milestones
Scoped with Services
Additional Admin Training
Product A Product B Product CGet all Product A services
PLUSGet all Product B services
PLUS
Ongoing AdoptionConfigure
Support ViewSales View
Health Scorecards
Product Roadmap
• Placeholder for your roadmap slides
