Quarterly Business Reviews (Customer Facing)

Question

With evolution of CSMs and engagement managers, for key accounts there is a push for Quarterly Business Reviews (customer facing review of everything). I love the whole idea of the reviews and in ideal world this discipline can give great results. BUT, I am seeing QBRs becoming like obligatory rituals and most of them waste time (feels like CSMs are pressured to do whether reporting of obvious facts to justify their jobs)

Now, sure I have seen solid QBRs where it went really well - but that had to do with fact that Customer was interested in their own success, engaged/motivated to collaborate beyond norms. These QBRs are 1% of all QBRs I have attended.

Accepted Answer

so i dont really do QBRs as an AE but with my CSM friends it seems to really depend on the product.....sometimes the product is pretty simple and there really is NO reason for a QBR unless something has changed or the CSM sees a dip in engagement.

Answer

A good QBR, IMO, is just a review of the last 3 months - what went well, and honest look at what could be better, a plan moving forward which all agree to, and look into the product dev calendar. <1hr usually.

Answer

For the kind of person / AE I am - I'd want myself to be a part of the QBRs. But I also know that this might create chaos more for the customers as to who to reach out to, in case of any issue. That way, I'd want to excuse myself. I'd however love to be in touch with the customer and know what's happening once in a while in a quick message or mail. Informal.

Answer

I've only done internal QBR's, but I'd say all of the above would contribute to ensuring value for a customer-facing one.

Answer

Meant to hit "all of them" because the customer has to be willing, and the CSD has to be engaged and understanding of the customer's POV. Otherwise, it's an exercise with an unwilling participant.

KB_FarmerType

Quarterly Business Reviews (Customer Facing)

What makes a QBR great? (Customer Facing)

6 comments

KB_FarmerType

Quarterly Business Reviews (Customer Facing)

What makes a QBR great? (Customer Facing)

6 comments

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