Service
Quarterly business reviews for customer success teams
For B2B companies with recurring revenue, where renewals and expansion matter as much as new business. We give customer success and account teams one way to run every quarterly business review, the account health measures to bring to it, and coaching to lead it well. Part of the CRM, Pipeline and Forecast Set-up, from £6,500 + VAT, or quoted on its own.
Sound familiar?
What it solves
What we hear from teams before we start.
- QBRs depend on who runs the account
- Reviews report activity, not value delivered
- Renewal risk is spotted too late
- Expansion opportunities are not followed up
What we cover
What we put in place
- 01
A QBR standard
A template built around the customer's goals: what they set out to achieve, what has been delivered against it, what comes next and what both sides will do. Activity reports and ticket counts move to an appendix. Every account manager runs the same structure, adapted to the account.
- 02
Account health measures
Health signals your team agrees on, such as product usage, open issues, changes of sponsor and progress against goals, visible in the CRM. They give each review its data, and flag renewal risk while there is still time to act, rather than in the month before renewal.
- 03
The review calendar
A yearly schedule so every key account is reviewed on time, with lighter check-ins for smaller accounts. Preparation steps and deadlines are set, so the data is ready a week before the meeting rather than the night before, and nobody is surprised by a review in their diary.
- 04
Coaching for the people who run them
Practice and feedback for customer success managers and account managers: how to open on the customer's goals, present results, raise a risk honestly and bring up expansion without turning the meeting into a sales pitch. We coach on real reviews coming up in the calendar.
How it runs
What we do, step by step
- Week 1Review
We look at recent QBRs, renewal history and how account data is kept today.
- Weeks 2–3Standard
A QBR template and agreed health measures, set up in the CRM.
- Week 4Calendar
A yearly review schedule for key accounts, with preparation steps for each review.
- Weeks 4–6Coaching
Practice and feedback for the people who run reviews, on real QBRs coming up.
What you keep
Yours at the end
- A QBR template and presentation outline
- Account health measures, visible in the CRM
- A yearly review calendar for key accounts
- A preparation checklist for each review
- Optionally, a tool built by WE-DEV that gathers the QBR data
How we measure it
Agreed with you in week one
We agree the measures up front and record where you start, for example:
- Key accounts reviewed on schedule
- Accounts with an up-to-date health score
- Renewal risks flagged a quarter or more ahead
- Expansion opportunities logged after reviews
Price
Price and what is included
CRM, Pipeline and Forecast Set-up · 4 to 6 weeks
from £6,500 + VAT
QBR work is included in the CRM, Pipeline and Forecast Set-up, from £6,500 + VAT over four to six weeks. It can also run on its own for a customer success team; we quote that after a short call, based on the number of accounts and people. Tools that gather QBR data automatically are built by WE-DEV and quoted separately. Prices are + VAT at 20%, for VAT-registered businesses.
Book a 30-minute callIncluded
- Deal stages and exit criteria
- Deal-strength scoring and
pre-sales rules - Manager dashboards and weekly forecast routine
- QBR template and schedule for customer success
Software configuration and data moves are quoted separately.
Compare all packagesQuestions
Questions about this service
What should a QBR include?
The customer's goals and how they have progressed, the value delivered in the quarter, open issues and how they will be resolved, what is planned next, and actions for both sides with owners and dates. Product updates or expansion ideas belong only where they serve the customer's goals.
How do you run a QBR?
Prepare the data a week ahead and agree the agenda with your main contact. Open with their goals, show results against them, discuss issues openly, agree the plan for the next period and confirm the actions in writing afterwards. Keep most of the time on the customer, not on your own slides.
How often should you hold a business review?
Quarterly for key accounts, as the name suggests. Smaller accounts may need only a half-yearly or yearly review, with lighter check-ins in between. We set the calendar by account value and risk, so time goes where it matters.
Who from the customer should attend?
Your main day-to-day contact and, at least once or twice a year, the senior sponsor who owns the budget and the goals. On your side, the account or customer success manager, with a specialist only where the agenda needs one.
What is a QBR?
A quarterly business review: a regular meeting where you and a customer look at the results they have had, agree goals for the next period and plan how to reach them. It is less about reporting activity and more about showing the value the customer has received.
Is this part of a package?
It is included in the CRM, Pipeline and Forecast Set-up, from £6,500 + VAT, alongside deal stages, dashboards and the forecast routine. It can also be run on its own for a customer success team, quoted after a short call.
Do you provide a QBR template?
Yes. The template is built with your team around your customers' goals, not taken from a library, and comes with a presentation outline and a preparation checklist. It lives in the tools you already use, such as your slide software and your CRM, so the team can use it straight away.
Start with a 30-minute call
Tell us how your team sells today and what you want to change. If we can help, we will say how and what it costs. If we cannot, we will tell you that too.