Get well to growth: Quarterly Business Review (QBR) 5 Flashcards
What is the objective of the QBR?
The Quarterly Business Review (QBR) is the most important meeting a Customer Success Manager (CSM) has with his/her customer., Meeting objectives include:
Foster and enrich the partnership with the customer
Deliver an executive-level view of the impact provided through Value Pillar Services.
Identify additional ways to increase the value the customer is achieving
What is the customer value of the QBR?
Customer Value: Targeted at the executive-level sponsors for your engagement, Sponsors should receive the following value from the meeting:
Executive-level summary of an engagement’s progress, achievements and issues
Alignment of new business goals and initiatives with the go forward direction of the partnership
Clear understanding of the state of the partnership
What should the QBR strive to accomplish?
Summarize the accomplishments, achievements and progress of the engagement
Assess success planning and value realization performance
Identify additional product opportunities and customer initiatives that can increase the value the customer is achieving
What are the 4 agenda items in a QBR?
Alignment & Validation
Customer Success Report Out
Moving Forward
Our Partnership
What is the objective of Alignment and Validation portion in the QBR?
Alignment and validation is a review of key players, roles as well as an opportunity to immediately discuss any significant changes to the partnership.
Alignment: Introduction of meeting attendees (roles)
Validation: discussion of recent changes in staff, objectives, initiatives, new concerns and/or challenges from the customer
What is the objective of Customer Success Report Out portion in the QBR?
Report out on achievements and progress against customer objectives from Customer Success services provided over the past 90 days.
Content provided will be based on services leveraged and relevance to an executive audience. It may include components of the following:
Success Planning:
Progress on Operational Lifecycle
Progress on customer initiatives and KPIs performance
Customer Success Services Provided:
Highlights and impacts from services provided during the quarter
Quarterly Consumption Usage Report (Optional)
Adopter Promotion - provide customer recognition for individual successes (Optional)
What is the objective of Moving Forward portion in the QBR?
In this section, we transition from reviewing past accomplishments to forward looking objectives.
Planned customer success services
Release Management Review (optional)
Ideas Lab Review and Product Roadmap (optional)
Additional items for final QBR only
Introduction of Day 2 services team
Introduction of Customer Renewals team
What is the objective of Our Partnership portion in the QBR?
The final section is a collection of topics that reflect the partnership between Oracle and the customer.
Contract Details
Oracle Marketing Events
Meeting Details for next Quarterly Business Review
