QBR Process Template

On-demand reference for the cs-operations skill.

Quarterly Business Reviews are the highest-leverage CS touchpoint for T1 accounts. Most fail because they look backwards (usage reports) rather than forwards (strategic alignment).

QBR Agenda Structure (45-60 minutes)

1. Their goals (10 min) — What has changed in the business since the last QBR? Are the success criteria still right?
2. Progress review (15 min) — Outcomes delivered vs. committed outcomes. Use data, not anecdotes.
3. Usage + health (5 min) — Keep this short. It's context, not the point.
4. Roadmap alignment (15 min) — What's coming that's relevant to their goals? Use this to reinforce retention and create expansion hooks.
5. Joint plan (10 min) — 2-3 actions they commit to, 2-3 actions you commit to.

Cadence by Tier

Not every account needs a formal QBR. T1 accounts: quarterly. T2 accounts: semi-annual or on-demand. T3 accounts: no QBR — use health score cadence only.