This post was originally published on 1/2/2015 and was updated on 8/13/2018.
Let’s start by taking the subject at face value. Quarterly business reviews (QBRs) offer valuable face-to-face time with clients, and that plays an important role in relationship and retention. The QBR is a chance to check your customer’s pulse and an opportunity to demonstrate value. Tell them how many updates you’ve pushed, bugs you’ve squashed, threats you disarmed, and so forth. Here are a few pointers for making a QBR productive and profitable.
Prior to the meeting, review your client’s service records for the previous quarter, identify recurring issues and prepare to chat about how you can help avoid dreaded downtime in the future. Communicate a clear agenda ahead of time and, if possible, go over it with your customer champion. Try to make sure at least one executive-level participant will be at the meeting.
Don’t be a stranger.
Spend time in the QBR really getting to know your customer. Encourage them to share their goals and what they view as roadblocks to achieving them. That discussion can reveal new opportunities for services you can offer, as well as any frustrations your client may be harboring about your current service level. Avoid being defensive about challenges.
Take this opportunity to review their technology goals and make sure the solution set that you’re offering, is still helping them to achieve their goals. Another good discussion point is to talk about how their staff is adopting technology. There might be a good opportunity for you to do some training, or at the very least, provide some guidance. Creating an environment for open communication only strengthens your position as their trusted advisor.
Blow your own horn (at a pleasant volume).
Highlighting your accomplishments in a QBR is not only acceptable, it’s productive for everyone involved. If you were tracking issues when your client was break-fix, it’s easy to present detailed documentation of your value—and their ROI—under their new service contract. Some good metrics to bring to the QBR are:
- Total issues resolved
- # of time you met (or missed) your SLAs
- Average resolution time
- Total downtime
- Tickets per technology (presents an opportunity to discuss upgrading equipment or software)
This is a good time to remind your client that not seeing you on site doesn’t mean you’re not working hard on their behalf. ConnectWise Manage reporting tools provide a strong visual to help your client understand the value of your proactive monitoring. As you wrap the meeting, agree on clear shared goals for the following quarter and set a date for the next QBR.
Effective quarterly business reviews will engage your customers and enhance your relationship so that renewals are a given. Get more tips in our guide How to Provide Efficient & Exceptional Service.
For additional pointers on building your managed services business, check out some of our latest blogs on improving client relationships: