Customer Success QBR Prep Framework

Write a QBR executive summary for a customer success presentation.

CUSTOMER PROFILE:
- Company: [COMPANY NAME]
- Industry: [INDUSTRY]
- Contract value: [ARR]
- Renewal date: [DATE]
- Executive sponsor: [NAME, TITLE]

QUARTER HIGHLIGHTS:
- Primary business outcome: [MEASURABLE RESULT]
- Secondary wins: [2-3 ADDITIONAL ACHIEVEMENTS]
- Adoption milestone: [KEY USAGE METRIC]
- Customer satisfaction: [NPS OR CSAT SCORE]

CHALLENGES ADDRESSED:
- Issue: [PROBLEM THAT AROSE]
- Resolution: [HOW WE SOLVED IT]
- Impact: [OUTCOME]

WRITE AN EXECUTIVE SUMMARY THAT:
1. Opens with their business goal, not our product
2. Quantifies value delivered in their terms (revenue, efficiency, risk reduction)
3. Acknowledges any challenges transparently
4. Previews strategic priorities for next quarter
5. Ends with a forward-looking statement

CONSTRAINTS:
- One page maximum (can be read in 2 minutes)
- Use their KPIs and language, not our metrics
- Include specific numbers, not percentages alone
- Write for an executive who missed the QBR meeting

Create a success metrics narrative for a QBR presentation.

METRICS TO INCLUDE:
- Active users: [CURRENT] vs [LAST QUARTER] vs [GOAL]
- Key feature adoption: [FEATURE]: [USAGE RATE]
- Time-to-value: [AVERAGE TIME FOR NEW USERS]
- Primary KPI: [METRIC] - [CURRENT] vs [BASELINE]
- Secondary KPI: [METRIC] - [CURRENT] vs [BASELINE]

CONTEXT:
- Business goal these metrics support: [THEIR OBJECTIVE]
- Industry benchmark (if available): [COMPARISON]
- Notable usage patterns: [INSIGHTS FROM DATA]

FOR EACH METRIC, PROVIDE:
1. The number with trend direction
2. What it means in business terms
3. How it compares to goal or benchmark
4. One actionable insight

FORMAT:
- Create a narrative, not just a data dump
- Lead with the most impactful metric
- Connect metrics to each other (e.g., "Higher adoption led to...")
- Include one "hero metric" they can share with leadership

TONE: Data-driven storyteller, not report generator

Create a roadmap alignment section for a QBR.

CUSTOMER'S STATED PRIORITIES:
- Q1 priority: [THEIR GOAL]
- Q2 priority: [THEIR GOAL]
- Annual strategic initiative: [BIG PICTURE GOAL]

OUR RELEVANT ROADMAP ITEMS:
- [FEATURE/CAPABILITY 1]: [RELEASE TIMEFRAME]
- [FEATURE/CAPABILITY 2]: [RELEASE TIMEFRAME]
- [IMPROVEMENT 1]: [RELEASE TIMEFRAME]

CURRENT GAPS OR REQUESTS FROM THIS CUSTOMER:
- [REQUEST 1]: [STATUS]
- [REQUEST 2]: [STATUS]

CREATE A ROADMAP SECTION THAT:
1. Opens with their priorities (not our releases)
2. Maps our roadmap items to their specific goals
3. Addresses their feature requests honestly
4. Identifies opportunities for early access or beta programs
5. Co-creates success metrics for upcoming features

FORMAT:
- Side-by-side: Their Goal | How We Help
- Include realistic timelines
- Flag any dependencies on their actions
- Suggest a follow-up session with product team if relevant

TONE: Collaborative partner invested in their success

Create a risk assessment and mitigation plan for a QBR.

IDENTIFIED RISKS:
- Risk 1: [DESCRIPTION]
  - Indicators: [HOW WE IDENTIFIED IT]
  - Severity: [HIGH/MEDIUM/LOW]
  - Business impact if unaddressed: [CONSEQUENCE]

- Risk 2: [DESCRIPTION]
  - Indicators: [HOW WE IDENTIFIED IT]
  - Severity: [HIGH/MEDIUM/LOW]
  - Business impact if unaddressed: [CONSEQUENCE]

CONTEXT:
- Relationship health score: [SCORE/100]
- Recent changes at account: [CHAMPION LEFT, REORG, ETC.]
- Competitive activity: [IF KNOWN]

FOR EACH RISK, PROVIDE:
1. Honest acknowledgment of the issue
2. Root cause analysis
3. Specific mitigation actions (with owners and dates)
4. Success criteria for resolution
5. Resources we are committing

WRITE A RISK SECTION THAT:
- Frames risks as opportunities for strengthening partnership
- Shows we are paying attention and invested
- Provides concrete next steps, not vague promises
- Invites collaboration on solutions

AVOID:
- Defensive language
- Minimizing legitimate concerns
- Promises without timelines

Write a QBR follow-up email to send immediately after the meeting.

QBR DETAILS:
- Customer: [COMPANY NAME]
- Date: [MEETING DATE]
- Attendees: [LIST OF ATTENDEES]
- Key topics: [MAIN DISCUSSION POINTS]

OUTCOMES AND AGREEMENTS:
- Our commitments:
  1. [ACTION] - Owner: [NAME] - Due: [DATE]
  2. [ACTION] - Owner: [NAME] - Due: [DATE]
- Their commitments:
  1. [ACTION] - Owner: [NAME] - Due: [DATE]
- Decisions made: [LIST]
- Open items requiring follow-up: [LIST]

WRITE A FOLLOW-UP EMAIL THAT:
1. Thanks them for the productive discussion
2. Summarizes the key outcomes (3-4 bullets)
3. Lists all action items with owners and dates
4. Mentions the expansion opportunity discussed (if applicable)
5. Proposes next touchpoint timing
6. Attaches or links to the presentation deck

CONSTRAINTS:
- Can be read in under 2 minutes
- Easy to forward to executives who missed the meeting
- Clear action items with accountability
- Professional but warm tone