Business Reviews
The “Q” in QBR
What is quarterly?
This metric measures how much recurring revenue is retained after renewals and churn.
What is Net Revenue Retention (NRR)?
The ultimate goal of Customer Success is to ensure this.
What is customer value realization?
The first phase of the customer lifecycle, typically supported by onboarding.
What is implementation or activation?
When a client cancels a product
What is churn?
Business reviews should always be tied to these
What are customer goals or outcomes?
The primary leading indicator of a healthy customer relationship.
What is product usage and adoption?
This is the primary metric for measuring customer retention.
What is Net Revenue Retention (NRR)?
After onboarding, this phase focuses on engagement and deeper product use.
What is adoption?
An offer made to retain a customer
What is a save or retention offer?
The strategic reason AMs should attend business reviews
What is identifying upsell opportunities?
This metric is often calculated as demos set + demos completed.
What is CSM pipeline?
This type of CSM focuses on reducing churn and handling cancellation requests.
What is a Retention CSM?
This support role manages technical setup during early lifecycle.
What is Onboarding Support?
One way to quantify the cost of churn
What is lost ARR or CLTV?
A BR should close with this
What is an action plan or next steps?
This metric represents the average time for customers to achieve their first major outcome.
What is Time to Value (TTV)?
A Business Review should always include these two key elements.
What are goal alignment and ROI discussion?
Predictive Customer Success relies on this type of data.
What is usage or behavioral data?
A customer who hasn’t churned but is inactive
What is silent churn, zombie account or inactive account?
Customers should leave QBRs feeling this
What is re-committed or re-aligned on value?
This metric represents the complete value (cost savings, revenue, efficiency) gained by using the product.
What is total customer ROI?
The Good, better, and best evolution model for CSMs
What is Reactive, Proactive, Predictive, Prescriptive model?
Prescriptive CS involves these kinds of actions.
What are proactive, insight-driven recommendations?
The percentage of customers lost over a time period
What is churn rate?