What Is a QBR (Quarterly Business Review)?
A Quarterly Business Review (QBR) is a structured, recurring meeting between a vendor and customer to review progress against goals, demonstrate the value delivered, and plan the next quarter. For Customer Success it's a key moment to reinforce ROI, surface risks and open expansion conversations.
Key takeaways
- A QBR reviews value delivered and aligns on goals for the next quarter.
- It's a core Customer Success ritual for retention and expansion.
- The best QBRs lead with the customer's outcomes, not your features.
What a QBR covers
- Progress against the customer's goals and success metrics.
- Value and ROI delivered to date.
- Risks, blockers and adoption gaps.
- The plan and priorities for the next quarter — including expansion.
Why it matters
A QBR is where a vendor proves it's a strategic partner, not a line item. Done well, it makes renewal a formality and expansion a natural next step; skipped or done badly, it's a missed chance to catch risk before the renewal.
Frequently asked questions
What is a QBR?
A Quarterly Business Review — a structured meeting where a vendor and customer review value delivered, progress to goals, and the plan for the next quarter.
What should a QBR include?
Progress against the customer's goals, value/ROI delivered, risks and adoption gaps, and a forward plan — ideally led by the customer's outcomes.
How often should you run QBRs?
Quarterly for strategic accounts, as the name implies; lighter-touch accounts may warrant less frequent reviews based on value and risk.
Related service: Run QBRs from HubSpot data