Quarterly Business Reviews (QBRs) in SaaS: Aligning Success with Your Customers

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Quarterly Business Reviews (QBRs) in SaaS: Aligning Success with Your Customers

What is a QBR (Quarterly Business Review)?

A Quarterly Business Review (QBR) is a strategic meeting between a SaaS company and its customer, typically held every 90 days, to review progress, share performance data, and align on future goals. It's a proactive way to strengthen relationships, showcase value, and uncover new opportunities. Despite the name, some teams run these sessions biannually or even monthly depending on account size and lifecycle.

Why are QBRs essential in SaaS?

How do QBRs drive retention and expansion?

QBRs are a powerful tool to prevent churn and drive revenue growth. They allow Customer Success Managers to:

  • Demonstrate ROI through usage trends and outcomes
  • Align expectations with key stakeholders
  • Uncover upsell or expansion opportunities
  • Flag risks early before dissatisfaction turns into churn

A well-run QBR turns customer conversations from reactive to strategic.

What should a good QBR include?

A strong QBR balances data and discussion. Recommended sections:

  • Goals recap: What the customer wanted to achieve this quarter
  • Key metrics: Usage data, success indicators, adoption trends
  • Business outcomes: Tie metrics to impact (e.g. saved time, revenue gain)
  • Challenges or blockers: What's slowing down progress?
  • Next steps: Align on roadmap, action items, and potential upsells

Visuals like charts, product heatmaps, or timelines improve clarity and engagement.

Who should join a QBR?

It depends on the customer segment and relationship. Ideally:

  • From your side: CSM, AE, and/or Product/RevOps if relevant
  • From the customer: Power user, decision-maker, and possibly IT or Ops

Tip: Don’t underestimate the power of getting an executive in the room — it elevates the conversation.

How can you automate parts of QBRs?

Preparing QBRs can be time-consuming. Tools like Customerscore.io automate customer health scoring, adoption trends, and alert generation — giving you ready-to-use insights without crunching spreadsheets. With templates and smart triggers, teams can prepare tailored decks in minutes.

FAQ

Do I need to run QBRs for every customer?

Not always. QBRs are typically reserved for strategic or high-value accounts. For smaller accounts, consider lightweight "Success Reviews" or automated health reports.

How long should a QBR take?

Aim for 30–60 minutes depending on the depth of the relationship. Keep it structured, with time for discussion.

Are QBRs only a CS responsibility?

Not necessarily. AE, Product, or even Execs may join. QBRs are cross-functional opportunities to align value and drive growth.

Can I run QBRs asynchronously?

Yes — share a video or deck and ask for written feedback. Asynchronous reviews can work well for tech-savvy, busy customers.