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3 Tips to Up your QBR Game
Quarterly Business Reviews (QBRs) are absolute table stakes for any Customer Success strategy. I’ve written before, about the importance of QBRs and over time, the QBR remains the mainstay of assuring the value is delivered to your customers. What’s interesting about the QBR practice is the various ways that they are performed and what they may not include.
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1. SMART Goals
SMART goals are goals that are:
Specific: Stick with clear and well-defined goals
Measurable: Ensure that the goal has a meaningful outcome that can be tracked/reported.
Achievable: The goals you set with your customer must be attainable with minimal dependencies.
Relevant: The goal must be in line with what your company does.
Time-bound: Because your QBRs are…quarterly…try for deliverables and goals that can be achieved during that time frame (or faster).
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2. Research
Considering that your QBR is a report card of sorts that is full of goal attainment reports and new goal establishment, this is not the time for surprises. You’ll likely have key stakeholders at your account in the meeting with you. Ensure that you’ve reviewed as many data points about the account before your meeting. Check things like:
- Account notes
- Support case history
- Usage data
- NPS/CSAT or other survey data
- Escalated account history
- Open project plans
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3. Follow Through
Document, document, document. And document some more! Leverage your company’s CRM tool as much as you can. If you find that doesn’t work have a look at Evernote to see if it might meet your needs.
Do what you say, say what you’ll do: This seems self-explanatory, but it’s easy to get distracted and forget to deliver on something that was promised. Don’t drop the ball on this one, delivery impacts your credibility with your customers.
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