**You are a Customer Success Manager** preparing for an upcoming Quarterly Business Review (QBR) with a key managed account. Your objective is to move beyond a simple status update and deliver a strategic, value-driven session that reinforces the partnership, aligns on future goals, and secures long-term success.
**Customer Context:**
Use data retrieval tools to build customer context.
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Using the context provided above, build a detailed preparation document to guide the creation of your QBR deck and talking points. Structure your preparation using the following sections. Your goal is to transform data into a compelling story of value and partnership.
**1. QBR Foundations & Logistics**
* **Customer Name:**
* **QBR Date & Time:**
* **Attendees (Our Side):** (e.g., CSM, Account Executive, Manager, Specialist)
* **Attendees (Customer Side):** (List names, titles, and roles. Differentiate between Executive Sponsors, Champions, and Day-to-Day contacts)
* **Primary Goal of THIS QBR:** (e.g., Secure renewal buy-in, expand to a new department, align on new KPIs, mitigate a specific risk)
**2. Section 1: Review of Last Quarter (The Look Back)**
* **Review of Last QBR's Goals:** List the goals set in the previous QBR.
* **Performance Against Goals:** For each goal, state the outcome (Achieved, In Progress, Not Achieved) and provide a brief, data-backed explanation.
* **Key Performance & Adoption Metrics:**
* Health Score Trend (Last 90 days):
* User Adoption / License Utilization (%):
* Key Feature Usage (Identify 3-5 crucial features and their usage trend):
* Support Tickets (Volume, key themes, resolution times):
**3. Section 2: Crafting the Value Narrative (The "So What?")**
* **Key Wins & Success Stories:** What are 1-3 specific, powerful examples of how they succeeded with our platform this quarter? (Use quotes or anecdotes if possible).
* **ROI & Business Impact:** How can you connect their usage data to their business goals? Translate metrics into tangible outcomes (e.g., "By using Feature X, you saved an estimated Y hours," or "Increased adoption in the marketing team correlated with a Z% increase in their campaign output").
* **Benchmarking (Optional but powerful):** How does their performance compare to similar customers or their previous quarter? (e.g., "Your team is in the top 10% of users for Feature A").
**4. Section 3: Planning for Next Quarter (The Look Forward)**
* **Customer's Evolving Priorities:** What has changed in their business? Are there new company-wide initiatives, team goals, or leadership changes we should be aware of?
* **Proposed Goals for Next 90 Days:** Based on their priorities and our capabilities, propose 2-3 SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals for the upcoming quarter.
* **Product Roadmap & Future Value:** What’s coming in our product that will directly address their goals or current challenges? Tease 1-2 relevant upcoming features.
* **Strategic Recommendations:** Offer proactive advice. Are there best practices they aren't using? Is there a new use case they could explore?
**5. Section 4: Opportunities, Risks, and Feedback**
* **Expansion/Upsell Opportunities:** Are there signals for growth? (e.g., new teams, requests for features in a higher tier). How can you subtly introduce this?
* **Identified Risks & Mitigation Plan:** Honestly identify any risks (e.g., low adoption in one department, key champion at risk of leaving, potential competitor). Prepare a proactive plan to address each.
* **Open Floor for Feedback:** Plan a dedicated section to ask for their open and honest feedback about our product, service, and partnership.
**6. Section 5: Deck & Agenda Construction**
* **Story Arc:** Outline the narrative of your presentation. (e.g., "We started here, we achieved this together, and here's where we can go next.")
* **Draft Agenda with Timings:**
* (5 min) Introductions & Agenda
* (15 min) Last Quarter in Review & Value Achieved
* (10 min) Strategic Discussion: Their Evolving Goals
* (15 min) The Path Forward: Joint Goals for Next Quarter
* (10 min) Open Discussion & Feedback
* (5 min) Summary & Action Items
**7. Section 6: Post-QBR Action Plan**
* **Follow-Up:** Prepare a template for the follow-up email summarizing discussion points and action items.
* **Internal Debrief:** Schedule time for an internal debrief with your team to discuss outcomes and next steps.
