Key takeaways
- Who this template is for: Customer success managers (CSMs), account managers, and customer support team members who are looking to streamline the QBR process.
- What this template is for: Keeping users engaged with your product through a simple, yet comprehensive, overview of how it’s working for them, and how you plan to enhance their experience further as time goes on.
- How to use the template: Start with an executive summary including what’s going well and areas of improvement, then move into a presentation of your custom recommendations for the client. You can also embed or show a live report from platforms like Google Data Studio or Looker to help users get the full scope of your findings.
What’s in this template?
Executive Summary
Use this section to summarize key milestones, successes, and areas for improvement.
Recommendations
This section is for presenting deliverables for the review. Here, you can embed the slide deck you’ll use during your QBR.
Live Report
This next section is intended for embedding live reports from Looker, Tableau, or Google Data Studio to give detailed performance information.
Overview
This section is intended for giving an overview of previous QBRs, plans for the future, and updates on future opportunities.
Keeping customers happy isn’t just about customer support — it’s about proactively staying in touch, recognizing areas of improvement, and working to solve pain points. Dock’s QBR template streamlines the process, making it easier to show customers how your product is helping them, and how you plan to improve their experience going forward.
If you want to deliver a top-of-the-line customer success plan, you need to provide a quarterly business review. But that can be tricky to execute well. After all, you need to include everything from performance data to recommendations, and you need to do it in a way that doesn’t add to their workload.
With Dock’s QBR template, you can keep all of that important information contained in a single link. That way, you can easily share custom QBRs with clients and get feedback or comments within your workspace, instead of searching through email chains and data tracking systems.
Here’s what else the quarterly business review template can do for you:
Provide tactical customer support
- Give account managers a way to reduce the number of pain points during quarterly reviews and support retention.
- Help show stakeholders the potential return on investment for upgrading to another pricing option through measurable performance data and forecasting.
- Create a place for customers to provide real-time feedback on your product, check in on a quarterly basis, and quickly get their questions answered.
- Give customers the opportunity to get insight into your product roadmap and how that can fit into their business needs in the upcoming quarter.
Improve your customer success plan
- Supplement QBR presentations with a simple, all-in-one workspace.
- Reduce the time it takes to create a QBR through automation so you have more time to focus on supporting your customer's business.
- Improve the customer experience through detailed, yet methodical, QBR data.
- Create an action plan for next quarter to lock in renewals and reduce churn.
- Streamline executive business review workflows and QBR meeting agendas.
Strengthen client relationships
- Provide detailed performance data so clients can see how your product or service adds value.
- Make clients’ lives easier by providing a collective space for QBR feedback.
- Give customers the opportunity to provide feedback along your timeline.
- Use feedback to find opportunities to improve the next QBR.
- Send decision makers everything they need to understand how your product fits into their business, including key metrics.
If you don’t work to make sure your customers are getting the most out of your product beyond onboarding, you risk losing them. A convenient QBR workspace can help shape how customers feel about your business.
How Dock’s customers use this template
- Highlight wins and areas of improvement up front: Present clients with a simple outline of how your product is working for them so they can quickly align with your recommendations.
- Embed your business review and recommendations: Walk customers through your QBR, including information like what the KPIs were, how you performed on success metrics over the last quarter, and a roadmap to improve things next quarter.
- Provide the data clients need: Use a transparent approach to help customers fully contextualize your recommendations — and get excited about the future.
- Minimize roadblocks: Use feedback from clients to shape your QBR template, so you can answer FAQs before they have to ask and further smooth out the process.
FAQ
What is the purpose of a quarterly business review?
A quarterly business review, also known as an executive business review, is a meeting with customers, relevant stakeholders, and team members to highlight quarterly performance, take feedback, solve problems, re-align and set goals. It is not simply a presentation or report.
Quarterly business reviews are opportunities to deepen customer relationships, increase the chance of customer retention, identify and tackle obstacles, and improve your ability to achieve customer success.
How often should quarterly business reviews be held?
While the name suggests that they should be held on a quarterly basis, this is not necessarily the case. In practice, the precise cadence of a QBR schedule might depend on the nature of your business, your client’s needs, and your relationship.
How do I prepare for a quarterly business review?
To plan for a successful QBR, make sure to do the following: provide an agenda and stick to it. Make room for ample discussion and question time. Have detailed information ready should it be needed. Focus on successes that relate to your customer’s business goals. Use data, but also highlight non-obvious or potentially overlooked forms of value that your customer might not be attentive to. Make the end of your QBR forward-looking, outlining plans, goals, and opportunities.
You can also prepare questions for your customers. Ask about potential changes to their goals and strategies, how they perceive your value, and what changes they’d like to see.
What should a quarterly business review include?
A quarterly business review should include a review of goals and success criteria, a review of performance with respect to those criteria highlighting successes, a comparison to the previous quarter’s performance and goals, identification of problems and how to solve them, an outline of future initiatives, solutions, goals, and a plan for how to achieve them.
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