There is a misconception that ties a QBR to an actual customer meeting that is completely outdated and an unrealistic expectation. Customer Success needs to break away from the traditional 1:1 high touch, account management mindset. The focus is always on the customer and improving the overall experience to meet the demands of the customer and the reality that exists.You need to take the QBR creation out of the hands of CSMs and simplify the process. CSMs will still need to do some slight customizations of the QBR messaging in some cases but the majority of the work should be automated.

Myth #1: QBRs need to be meetings

Think of your QBR as a window display at your favorite store. It’s not enough to have a QBR that demonstrates the value of your product. You need to sell that value. The actual QBR document should be self-explanatory and you should expect that it will be passed around within the customer’s organization.In order for this to happen, the value points in your QBR need to be optimized so that they jump off the page. It should be clear to anyone that picks up the document.

Myth #2: Substance is more important than style for QBRs

<img alt="Chad Horenfeldt" src="https://miro.medium.com/max/500/2*ROM6PZ-KwmPvbNcHPwAT-g" width="28" height="28">As you’re checking your calendar to start the day, you see there is a two hour block for “QBR Prep” at 10:00 am. The room suddenly feels a lot warmer and beads of sweat appear on your forehead. You think to yourself “did someone mess with the thermostat?” You then remember that this the normal feeling you get when preparing a QBR. It’s such a massive pain to put together. You have to pull data from 10 different places and then put all of the pieces…

As you’re checking your calendar to start the day, you see there is a two hour block for “QBR Prep” at 10:00 am. The room suddenly feels a lot warmer and beads of sweat appear on your forehead. You…

marketingandsales

Marketing & Sales

As you’re checking your calendar to start the day, you see there is a two hour block for “QBR Prep” at 10:00 am. The room suddenly feels a lot warmer and beads of sweat appear on your forehead. You think to yourself “did someone mess with the thermostat?” You then remember that this the normal feeling you get when preparing a QBR. It’s such a massive pain to put together. You have to pull data from 10 different places and then put all of the pieces…

2 Quarterly Business Review Myths that Customer Success Needs to Abandon

Myth #1: QBRs need to be meetings

Myth #2: Substance is more important than style for QBRs

Sheila James's ideas are part of this journey:

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