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Customer quarterly business review (QBR)

60 minutes 7 blocks Free template

A one-hour customer QBR from Gainsight: KPIs tied to their goals, ROI, last quarter's commitments, health score and next steps.

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Opens in the builder. No sign-up to try it; 14 days free to run it live.

By the end of this meetingThe customer sees the value delivered and both sides agree next quarter's priorities and the next QBR date.

60 min · 7 blocks, drawn to scale Fits exactly
  1. Executive summary of key insights, 5 minutes 5
  2. KPIs tied to the customer's goals, 10 minutesInfo 10
  3. ROI and business impact, 10 minutesInfo 10
  4. Progress on last quarter's commitments, 10 minutesDiscuss 10
  5. Benchmarking, 5 minutes 5
  6. Health score update, 10 minutesDiscuss 10
  7. Action items with owners; book the next QBR, 10 minutesDecide 10
015304560 min
  1. +0′Executive summary of key insights5 minInfo
  2. +5′KPIs tied to the customer's goalsTip: Show only data the executives will trust; don't overload them.10 minInfo
  3. +15′ROI and business impact10 minInfo
  4. +25′Progress on last quarter's commitmentsTip: Don't get defensive about criticism, and don't dwell on negatives.10 minDiscuss
  5. +35′Benchmarking5 minInfo
  6. +40′Health score update10 minDiscuss
  7. +50′Action items with owners; book the next QBR10 minDecide

Why it works

Built so the customer quarterly business review (qbr) ends on time, with everyone in it.

  • Updates stay short

    30 minutes of updates with a visible clock. In a video call the speaker is spotlighted and the room is muted, so nobody talks over them.

  • Discussion with a clock

    20 minutes of open floor with a countdown everyone can see, and a talk-balance meter so the loudest voice doesn't take all of it.

  • It ends in a decision

    Capture the decision and its owner with one click while it's said. It lands in the summary, word for word.

How to run it

  1. 1Keep it to about an hour and don't run over.
  2. 2Tailor the content to this customer's goals; generic or outdated content is a common pitfall.
  3. 3Show only data the executives trust rather than overloading them.
  4. 4Discuss last quarter's commitments openly without dwelling on negatives or getting defensive.
  5. 5Close with owned action items and book the next QBR before you leave.

Questions about the customer quarterly business review (qbr)

How long should a QBR be?
About an hour at most, per Gainsight.
What should a customer QBR include?
An executive summary, KPIs tied to the customer's goals, ROI, progress on last quarter's commitments, benchmarking, a health score update and action items.
What are common QBR mistakes?
Dwelling on negatives, running over time, generic or outdated content, not scheduling the next QBR, getting defensive, and overloading executives with data they don't trust.

Built from

The structure, timings and tips on this page come from these sources.

  • gainsight.com

Run it with your team

  • A countdown for every block on the shared screen
  • A video call that changes with each block
  • Decisions and actions in a scored summary

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  • Executive business review (EBR)Gainsight's 60-minute EBR for strategic accounts: objectives, business updates, value delivered, challenges and recommendations.60 min · 6 blocks

Run this agenda in a minute.

Open it in the builder, adjust the minutes, press Run live. Everyone joins with a scan.

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