This is a Quarterly Business Review Template to be used by Customer Success Management organizations. One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR). QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way. The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

1. Quarterly / Executive
Business Review
Template

2. Quarterly / Executive Business Review Purpose
Set/Review
Our Goals
Gainsight
Success
You
Gainsight
Services
Create Specific
Action Plan
Measure and
Drive Results
Define
Measurement
Quarterly process
designed to maximize
the return on your
investment

3. Delivery & ROI
Delivered to Date
• XYZ
• XYZ
• XYZ
ROI
• XYZ
• XYZ
• XYZ

4. What’s Remaining in SOW
• Data
• XYZ
• Functionality
• XYZ
• Other Capabilities
• XYZ

5. Goals
Goal/Impact Tactics Outputs Outcomes Measurement
Long term Short term

6. Recommendations
• Q3’14
• XYZ
• Q4’14
• XYZ

7. Summary & Next Steps
• Send meeting summary and slides and
goals
• Schedule next Exec Business Review

8. Your Success Solution
Product A Product B Product C
Get all Product A services PLUS Get all Product B services PLUS
Designated CSM Semi-annual Customer Success
Quarterly Success Review
Benchmarking
CUSTOMER
SUCCESS
ONBOARDING
Annual Customer Success
Assessment Workshop
Configure
Home Dashboards
Alerts
Load Historical Adoption
Admin & End-user Training
Concierge for 1st Survey
Concierge for 1st Exec Meeting
Sales View
Set Up
Workflow & Playbooks
Events & Milestones
Scoped with Services
Additional Admin Training
Ongoing Adoption
Configure
Support View
Health Scorecards

9. Product Roadmap
• Placeholder for your roadmap slides