How well do you know your clients?

Most of you will say pretty good. Why do you ask? Is your knowledge of them enough to produce a compelling QBR or EBR?

If not, it's time to dig in to level up and separate yourself from the others.

Let's take a look at a Quarterly Business Review (QBR)

So, what the heck is a QBR?

It's a review or touchpoint with your clients that shows the impact of your service on their business and opens the door to further talks on future goals and objectives that need to be met. This review is a two-way street that enables the client to critique what they see.

It's a crucial part of any customer success program because it's a recurring conversation around the value you are delivering. If the QBR is used correctly, it will help you ask for new business. This will help you in your efforts to reach "Client for Life" status.

So, what's in a typical QBR? Great question!

A review of:

• Mode breakdowns compared to past quarters and YOY activities. This would cover lanes, weight, costs, accessorials, etc. It shows them where they are spending their money and why. Where were you able to cut costs, and how? Why prices rose, etc.
• Performance over the past period and quantifying the value-driven.
• Discussion of strategic obstacles and operational challenges.
• Issues, how you recovered, and the costs associated with each incident.
• What you implemented to resolve potential problems, i.e., Work Instructions, Process Improvement Plans, etc. (This can cover multiple areas of internal and external logistics operations).
• Planning for future actions.
• Maybe a preview of service enhancements
• Setting new goals and objectives to be met on both the shippers and service provider side.

What a QBR is NOT used for:

• A sales pitch - Stay away from even thinking about it.
• A social gathering to shoot the crap.
• And definitely not a time for a bragging session.

What are the benefits of a QBR review?

• An alignment or realignment of goals and objectives.
• A true understanding of your value and what to expect moving forward.
• It reinforces and solidifies relationships.
• It gives you early warning signals, enabling you to be more proactive than reactive to a potential problem.

Once you have conquered the QBR review, you'll be more comfortable and confident in creating an EBR (Executive Business Review). This IS the ultimate review because it enables you to walk down the mahogany lane and present to the C-Level decision-makers. I have been down this lane many times.

Hear it for yourself here: https://youtube.com/clip/UgkxQMtbE_sSKgA7dZQ9rM9Lk26a4jIc8P8A?si=Vve_6bcx5ZCusym3