Quarterly Business Review (QBR) Template

QBR agenda, objectives, value delivered against outcomes, usage and adoption, support and service, open actions, roadmap, asks and decisions, next quarter plan

客户成功标准quarterly business review更新于 2026年10月29日

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使用方法: Use it to prepare a quarterly review with a customer's sponsors and send it as a pre-read. Fill value delivered from the success plan outcomes first. The main pitfall is a backward-looking status report or product demo with no asks or decisions.

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Quarterly Business Review: [Customer name], [YYYY-QN]

An outline and pre-read for a quarterly business review (QBR) with a customer's sponsors: value delivered against the agreed outcomes, usage and adoption, support experience, the roadmap that matters to them, and the decisions and asks for next quarter. Based on common customer success practice. Replace every [bracketed] value and every row marked Example.

Document control

Field	Value
Review ID	[QBR-YYYY-QN-customer]
Customer	[Customer name]
Period covered	YYYY-MM-DD to YYYY-MM-DD
Meeting date	YYYY-MM-DD, [location or video link held in the invite]
Prepared by	[@csm]
Reviewed by	[@account-executive], [@cs-manager]
Version	[1.0]
Classification	[Confidential, shared with customer]

Revision history

Version	Date	Author	Change
1.0 (Example)	2026-10-30	CSM	Pre-read sent to customer

Agenda

Time	Item	Lead	Section
5 min	Objectives and changes on both sides	Customer sponsor	1
15 min	Value delivered and outcomes	CSM	2, 3
10 min	Support and service	CSM	4, 5
15 min	Roadmap that matters to you	Product or solutions lead	6
15 min	Asks, decisions and next quarter plan	Both sponsors	7, 8

1. Objectives and context

Item	Value
Customer priorities this year	[From the success plan, section 1]
Changes at the customer this quarter	[Example: new head of operations, two depots acquired (counted in the 12 depots of OUT-03)]
Changes on our side	[Example: new support hours for Asia-Pacific]
Purpose of this QBR	[Example: agree the plan to bring acquired depots onto the product]

2. Value delivered

Outcome	Baseline	Target	This quarter	Trend	Source
OUT-01 Late deliveries (Example)	9%	4%	6%	Improving	Customer delivery report
OUT-02 Weekly planning hours (Example)	14 h	4 h	7 h	Improving	Customer time log
OUT-03 Depots on the product (Example)	0 of 12	12 of 12	7 of 12	On track	Usage report

Highlights in the customer's words (with permission):

Example: "Monday planning now finishes before lunch." (planning lead, depot North)
[Quote or result]

3. Usage and adoption

Metric	Last quarter	This quarter	Target
Licensed seats (Example)	250	250	n/a
Weekly active users (Example)	160	190 (76% of seats)	85% of seats
Plans built from route rules (Example)	22%	41%	70%
[Metric]	[Value]	[Value]	[Value]

Example note: the two acquired depots (40 users, on seats reassigned from inactive accounts) joined this quarter; 34 of 40 are already active (85%).

4. Support and service

Measure	This quarter	Previous quarter	Contract target
Tickets opened	[ ]	[ ]	n/a
P1 and P2 incidents	[ ]	[ ]	n/a
First response within target	[ ]%	[ ]%	[ ]%
Satisfaction with support	[ ]	[ ]	n/a
Availability	[ ]%	[ ]%	[ ]%

Major incidents and follow-up: [incident reference, impact, root cause, action taken]. Complaints, if any, follow the complaints process (compliance/iso-10002-complaints).

5. Open actions from last QBR

ID	Action	Owner	Due	Result
QA-01 (Example)	Run route-rule training for depot leads	CSM	2026-09-30	Done, 18 attended
QA-02 (Example)	Share telematics API access	Customer IT	2026-08-31	Late, now due 2026-11-15
[ID]	[Action]	[Owner]	YYYY-MM-DD	[Result]

6. Roadmap that matters to you

Item	Serves	Status	Expected	Note
Example: Multi-depot load balancing	OUT-01	Committed	2027-Q1	Beta places available
Example: Planner mobile view	OUT-02	Planned, not committed	2027-Q2	Feedback session requested
[Item]	[Outcome]	[Status]	[Quarter]	[Note]

Roadmap items are plans, not commitments, unless the contract says otherwise.

7. Asks and decisions

ID	Ask	From	To	Why	Decision
ASK-01 (Example)	Name a project owner for the two acquired depots	Supplier	Customer sponsor	Needed to reach OUT-03 by 2027-03-31	[Agreed / Declined / Pending]
ASK-02 (Example)	Join the load-balancing beta	Supplier	Customer operations	Early feedback, faster progress on OUT-01	[ ]
ASK-03 (Example)	Weekend support for peak season	Customer	Supplier	Peak December volume	[ ]
ASK-[NN]	[Ask]	[Side]	[Person]	[Reason]	[ ]

8. Next quarter plan

ID	Priority	Owner	Due
QA-03 (Example)	Bring remaining 5 depots onto the product	Customer operations manager, CSM	2027-03-31
QA-04 (Example)	Lift rule-based plans from 41% to 60%	Planning lead	2027-01-31
[ID]	[Priority]	[Owner]	YYYY-MM-DD

Next QBR: YYYY-MM-DD.

9. Meeting notes

Item	Note
Attendees	[Names and roles, both sides]
Decisions	[ASK IDs and results]
New risks	[Move serious ones into the renewal risk plan, `customer-success/renewal-churn-risk-plan`]
Health score after the meeting	[Band and reason, `customer-success/health-score-model`]

Standard and licence note

Based on common customer success practice for quarterly business reviews. No standard governs this document. All text and the fictional example figures are original. Template licence: MIT.