How to run a quarterly business review (QBR)
The short answer
Prepare a QBR around the customer's goals, not your product. Show results against what they wanted, share usage and wins, discuss their priorities for next quarter, raise risks openly and finish with a joint plan with owners. Invite a decision-maker from their side and keep slides short.
Step by step
- 1
Agree the goals in advance
Ask the customer what they want to get out of the review.
- 2
Show results against their goals
Use their metrics, not just your product's usage numbers.
- 3
Discuss next quarter
Their priorities and how you can help.
- 4
Raise risks
Adoption gaps, open issues or changes on their side.
- 5
Leave with a joint plan
Actions for both sides with owners and dates.
Common mistakes
- Making it a product pitch.
- Only inviting day-to-day users, not decision-makers.
- Presenting data without what it means for them.
Acta's customer QBR template writes the review summary, risks and joint actions from the meeting itself.
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What does QBR stand for?
Quarterly business review: a regular meeting with a customer to review results and plan the next quarter.
Who should attend a QBR?
The customer's sponsor or decision-maker, their main users, and your account and customer success leads.