Prepare for a QBR

A one-page draft for every customer review: wins, gaps, risks and an agenda.

When: Weekdays at 8:00
Needs: Calendar CRM
Better with: Metrics Meeting notes Email Docs
Used by: Customer success Sales

Example output

Doc

QBR draft: Fernhill Studio, Thursday 14:00

Covers 1 July to 30 September.

Wins: weekly active users went from 18 to 27, and support runs scheduled reports on its own
Gaps: 2 of 6 invited admins have made a report. The CRM connection from the kickoff was never finished
Risks: renewal on 1 December. Anouk's sponsor moved teams in September
Open from last time: the training for the sales team

Agenda:

Results since July (10 min)
Finish the CRM connection (15 min)
Renewal and a second team (15 min)
Goals for next quarter (10 min)

For you only: the renewal risk and the sponsor change.

Customize

What it needs to know about you

How do I recognize a QBR?
How early should the draft be ready?
Which period does the review cover?
What should the review focus on?

Guardrails

What it won't do

Never sends anything to the customer, changes a meeting, or changes a customer record.
Doesn't state a number without the source behind it.
Never invents wins, goals, commitments or what the customer wants.
Doesn't flag a renewal risk without the evidence for it.
Marks risk and renewal notes as for you only, so they don't reach the customer.

Related routines

Prepare a morning brief

The one thing that matters today, your meetings, and what's waiting on you.

Weekdays at 8:00

Your top priority today is the Brightfold renewal call at 14:00. They asked about seat pricing twice last week and the agenda is still empty.

Your meetings:

10:00 Team standup
11:30 Onboarding with Kettle & Co, first call since they signed
14:00 Brightfold renewal

Waiting on you:

Maya at Brightfold: "Can you send the updated quote before our call?"
Legal is waiting on your comments on the Orbit DPA (since Thursday)

Want me to draft the Brightfold quote email, put an agenda in the 14:00 invite, or summarize last month's Kettle & Co emails before 11:30?

Draft meeting follow-up emails

A recap email after every customer meeting, with next steps and owners.

After each meeting

To Tom Bakker, Kettle & Co

Recap of today's onboarding call

Hi Tom, thanks for the time today. To recap: you'll start with the support team in November, and we'll set up the Zendesk import this week.

Next steps:

We send the import checklist (me, Wednesday)
You confirm the five pilot users (you, Friday)

Nudge unanswered customer emails

A friendly nudge every few days until they reply, four at most.

Weekdays at 9:00

To Lisa de Wit, Orbit Legal

Re: Your quote

Hi Lisa, any questions on the quote I can answer? Happy to walk your IT lead through the SSO part if that helps.

Draft customer responses

A draft reply to every customer email, with how sure it is.

When a customer email arrives

To Jen Okafor, Harbor Coffee

Re: Switching to yearly billing

Hi Jen, yes, you can switch mid term. We'll credit the rest of this month and start the yearly plan on the 1st.

Want me to send the new invoice?