Gainsight's Quarterly Business Review (QBR)

Executive Business Review and Purpose 

Outline the purpose of the meeting and briefly go over the topics you will be covering as well as your goals for the next quarter. Make sure to emphasize ROI during your introduction. 

Specific elements of a QBR that may become a standard part of your delivery:‍

Last Quarter Review

If done regularly, the output of a QBR should include the stated goals for the next 90 days with the intention of reviewing and comparing results against those goals at the next QBR. So the starting point for preparing for a QBR is to review and assess the goals and results for the past quarter.‍

Support review

• How many cases were opened and closed
• Breakout by type and severity
• Average time to resolution
• Any currently outstanding

Health scorecard

• Overall health score
• Scorecard methodology and results
• Health score trends

Lifecycle stage

• Where is the customer today
• Where were they 90 and 180 days ago
• What will it take to get to the next stage

Benchmarking

• How does this customer compare to others
• Where are they falling short and what needs to happen to get them up to, or past, the benchmark

Product usage

• What does usage look like along with trends
• Which features are being used, which aren’t
• Most active users
• License deployment and value received

Goals and Recommendations

Outline the goals and recommendations you have for the next quarter and open them up for discussion and approval. Have a concrete plan in place for achieving these goals. 

Summary and Next Steps 

• Summarize the key priorities and next steps for the upcoming quarter