QBR Preparation Checklist

Pre-QBR Data Gathering (2 Weeks Before)

• Pull product usage metrics for the past quarter (logins, feature adoption, active users)
• Compile support ticket summary (volume, resolution time, open issues)
• Calculate ROI or value delivered based on the customer’s stated success criteria
• Review NPS or CSAT scores from the quarter
• Check contract details (renewal date, current plan, seat count)
• Identify any expansion or upsell opportunities
• Note any outstanding feature requests or product feedback

Stakeholder Preparation (1 Week Before)

• Confirm attendance from the customer’s executive sponsor
• Invite your internal executive sponsor if the account is strategic
• Send a pre-QBR survey or agenda to the customer for input
• Brief your internal team on any sensitive topics or known concerns
• Prepare a draft agenda and share it with the customer for feedback
• Review notes from the previous QBR and check progress on action items

Presentation Content

• Build a slide deck with no more than 12 slides
• Include a “Wins” section highlighting key outcomes and metrics
• Add a product usage summary with trends (up, flat, or down)
• Prepare a roadmap preview showing features relevant to the customer
• Include a section for the customer’s priorities for the next quarter
• Add a clear “Next Steps” slide with owners and deadlines
• Remove any generic slides that do not apply to this specific account

Day-Of Execution

• Test your screen sharing and video setup 15 minutes before
• Start with wins and value delivered (positive framing)
• Ask open-ended questions about the customer’s evolving priorities
• Document new action items in real time
• Confirm next QBR date before ending the meeting
• Thank attendees and send a follow-up email within 24 hours

Post-QBR Follow-Up

• Send a written summary of discussion points, decisions, and action items
• Update the CRM with QBR notes and next steps
• Create tasks for all action items with due dates and owners
• Share relevant product roadmap links or documentation mentioned during the call
• Log the QBR completion date and health score update in your CS platform