Why QBRs are critical in Customer Success
Anthony Villella
Customer Success | Cloud Technology | Account Management | Customer Expansion | Service Delivery | Stakeholder Management | Renewals | Client Relationship
Quarterly Business Reviews (QBRs) are critical in Customer Success because they provide a structured and regular opportunity for companies to review the progress of their customers and ensure that they are achieving their desired outcomes. During QBRs, customer success managers and customer stakeholders come together to discuss the customer's current state, challenges, and future goals.
?QBRs play a key role in building and maintaining strong customer relationships. They provide an opportunity for the customer and the company to openly communicate and work together to overcome any challenges that may be hindering their progress. By working together, the customer and the company can identify areas for improvement, prioritize next steps, and ensure that the customer is getting the support they need to achieve their goals.
Additionally, QBRs can also provide valuable insights into the customer's needs and help companies to continuously improve their products and services. By regularly reviewing the customer's progress, companies can identify any pain points and make the necessary changes to better meet the customer's needs. This can lead to increased customer satisfaction and loyalty, which are essential factors in driving long-term growth.
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?Furthermore, QBRs can also help to align the company's goals with those of the customer. By regularly checking in with customers, companies can ensure that they are delivering value to their customers and that the customer is getting the most out of the product or service. This alignment of goals can help to increase customer retention and reduce customer churn, which is essential for driving revenue growth.
?In conclusion, QBRs are critical in Customer Success because they provide a structured and regular opportunity for companies to review the customer's progress, build strong relationships with their customers, and ensure that they are delivering value and achieving their desired outcomes. By regularly conducting QBRs, companies can drive customer success and ultimately drive growth and success for the organization.
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Asia Pacific Director Sales - Financial Institutions and Merchants
2 年Great post Anthony Villella. Another point to add, great CSMs/Account Managers build a strong understanding of their customers’ pain points and goals through check-ins in between QBRs and conversations across various areas of the customers’ business. Knowing the key areas of importance for their business, the CSM can use a part of the QBR, even if just a 10-min slot, to introduce other capabilities or partners which might help the customer with their challenges and goals.
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2 年Great work legend! About time you got published!