Myth #1: QBRs need to be meetings

There is a misconception that ties a QBR to an actual customer meeting that is completely outdated and an unrealistic expectation.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.